Difference between revisions of "Consumer Experience"
From PatientRecovery
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Consumer Experience – with the healthcare system <br> | Consumer Experience – with the healthcare system <br> | ||
| − | '''Objectives''' <br> | + | '''Key Objectives''' <br> |
* Patient Acquisition – via marketing and accessibility | * Patient Acquisition – via marketing and accessibility | ||
* Patient Engagement – to improve health behavior | * Patient Engagement – to improve health behavior | ||
| Line 7: | Line 7: | ||
* Retention – as a patient | * Retention – as a patient | ||
| − | '''Initiatives''' | + | '''Key Initiatives''' |
| − | * Customer Relations Management (CRM) - understanding consumer preferences | + | * Customer Relations Management (CRM) - understanding consumer preferences, call center |
* Consumer Outreach Programs | * Consumer Outreach Programs | ||
* Consumer Diagnostic Services | * Consumer Diagnostic Services | ||
| − | * Convenient Access – | + | * Convenient Access – frictionless, online appointment scheduling, same day appointments, mobile apps |
| − | + | * Convenient Locations (One-stop Medical Services, Urgent Care, services locations) | |
| − | * Convenient | + | |
* Virtual Service (Telehealth, e-Visits, Text Messaging | * Virtual Service (Telehealth, e-Visits, Text Messaging | ||
* Customer Surveys | * Customer Surveys | ||
| − | + | See [[Consumer Experience Insight]] | |
Back to [[Growth & Value Strategies]] | Back to [[Growth & Value Strategies]] | ||
Latest revision as of 14:57, 22 February 2019
Consumer Experience – with the healthcare system
Key Objectives
- Patient Acquisition – via marketing and accessibility
- Patient Engagement – to improve health behavior
- Brand Advocate – Net Promoter Score
- Retention – as a patient
Key Initiatives
- Customer Relations Management (CRM) - understanding consumer preferences, call center
- Consumer Outreach Programs
- Consumer Diagnostic Services
- Convenient Access – frictionless, online appointment scheduling, same day appointments, mobile apps
- Convenient Locations (One-stop Medical Services, Urgent Care, services locations)
- Virtual Service (Telehealth, e-Visits, Text Messaging
- Customer Surveys
See Consumer Experience Insight
Back to Growth & Value Strategies
