Filed under: atencion al paciente, Centros medicos, Comunicación y Salud, Medicina privada, Medicina Salud y Bienestar, THE DOCTOR FACTORY | Etiquetas: : marketing sanitario, Barcelona Centro Médico, BCM, captar y fidelizar pacientes, clientes privados, clinicas España, coaching for patients, comunicación, design and hospitals, design and medicine, e-health, finding and keeping patients, grupos de clínicas, health 2.0, healthcare, healthcare design, healthcare marketing, la experiencia del Paciente, la experiencia del paciente en el Centro médico, managing patient expectations, marketing y salud, Medical Tourism, Medicina privada, mejora la experiencia del Paciente, Mercado clínicas privadas, pacientes electronicos, pacientes Google, patients of the future… health and design, Redes sociales medicos, Salud on line, the patient experience, THEDOCTORFACTORY, World's Medical Tourism Congress
Hospitals are becoming increasingly frustrated — and wasting money — trying to hit the wrong target
Over the past 20 years or so, healthcare organizations have realized that providing exemplary medical care isn’t enough to engage customers. From a patient’s perspective, excellent medical care is the least a healthcare organization can provide. Many hospitals recognize this and have broadened their focus to encompass «the patient experience.»
Patients want their money’s worth. But obtaining healthcare is much more than a financial transaction.
In fact, a lot of healthcare organizations are making it their main focus. The 2009 HealthLeaders Media Patient Experience Leadership Survey — covering more than 200 healthcare CEOs, CFOs, COOs, CNOs, directors, senior vice presidents, and other high-ranking healthcare officials — found that 33.5% of respondents said the patient experience is their «top priority,» and 54.5% said it’s «among their top five priorities.» And most thought it would be a priority in the future as well: 45% said it would be their top priority five years from now, and 50.5% said it would be in their top five priorities.
Filed under: Comunicación y Salud, health & design | Etiquetas: : marketing sanitario, Barcelona Centro Médico, BCM, captar y fidelizar pacientes, clientes privados, clinicas España, coaching for patients, comunicación, design and hospitals, design and medicine, finding and keeping patients, healthcare marketing, la experiencia del paciente en el Centro médico, managing patient expectations, marketing y salud, Medical Tourism, Medicina privada, Mercado clínicas privadas, pacientes electronicos, pacientes Google, patients of the future… health and design, Redes sociales medicos, the patient experience, THEDOCTORFACTORY, turismo médico, web médica, World's Medical Tourism Congress
We are all patients at one time or another. We all have the experience of going to a healthcare facility—whether a community clinic, hospital or outpatient center. And while we don’t necessarily have the opportunity to design the facilities we visit, we do have the opportunity to reflect on our experience as patients.
What was your impression the last time you went to a doctor’s office? How did the environment contribute to your sense of well-being?
As I’ve previously mentioned, research is an important component of any design decision.
In preparation for a recent client presentation, our staff researcher Kara Freihoefer and I conducted an e-mail survey within our client base. The 50 percent response rate included multiple generations and demographics.
The survey covered a series of questions, from the specific (Circle the range of minutes that you consider as a long wait in the waiting room) to more the open-ended (Describe characteristics of your ideal waiting room?)
Filed under: atencion al paciente, THE DOCTOR FACTORY | Etiquetas: : marketing sanitario, atencion al paciente, Barcelona Centro Médico, BCM, captar y fidelizar pacientes, coaching for patients, design and hospitals, design and medicine, e-health, finding and keeping patients, health 2.0, health information, health marketing, healthcare, healthcare design, healthcare marketing, la experiencia del paciente en el Centro médico, managing patient expectations, marketing y salud, Medical Tourism, Medicina privada, mejorar la atención al Paciente, mejorar la experiencia del Paciente, Mercado clínicas privadas, patients of the future… health and design, Redes sociales medicos, salud 2.0, Salud on line, The center for health Design, THEDOCTORFACTORY, turismo médico, World's Medical Tourism Congress
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The cornerstone of healthcare marketing…customer service.
As a physician, you want to be evaluated by your patients based on the quality of care you provide. Believe it or not, the quality of care you provide is not the only factor influencing your patient’s feelings about your practice. Whether you recognize it or not, your patients are customers. And as customers, they know when they receive good customer service and they know when they receive bad customer service. It seems as though, in health care the concept of customer service needs resuscitation.
If you want to bring new life to your medical practice, you must master customer service. To do this, every medical practice, small clinic, urgent care center, and hospital should develop and define the standards of the “patient experience” they provide.
Eric Legras ... THEDOCTORFACTORY ... Health & Wellness Strategic Marketing 