24 Vital Trends in Patient Experience Impacting Healthcare Revenue

More than ever, healthcare exists in a consumer-driven environment where choices are made based on access and convenience, and organizational loyalty is a thing of the past.

In today’s healthcare landscape, organizations and providers will have to compete on outcomes and value, as well as customer service. With an abundance of choices, patients can easily move between providers when their needs aren’t being met.

As we move through the last half of 2020, we find ourselves still combating the COVID-19 pandemic that has changed our healthcare delivery system and significantly altered our lives. With that as our foundation, we look at several categories of essential trends that will impact the patient experience in 2021 and beyond.

In the process, we also look at how to capitalize on new and expanding technologies that bring profound improvements in the complicated patient-centric marketplace?

The Changing Patient Dynamic

The Evolving Healthcare Environment

The Benefits of Strong Customer Service on Patient Perceptions

The Increases in Automation and Self-Service Opportunities

The Bottom-Line Benefits

Today’s patient wants convenient, accessible care delivered cost-effectively. While Gen Zer’s and Millennials are early adopters on all things technological, Gen Xer’s and Baby Boomers have quickly gotten on board. What resistance remained was virtually swept away with COVID-19 and the telehealth revolution.

The marriage of excellent customer service and advanced automation should be the operational guidepost for healthcare organizations now and in the future. One can’t effectively exist without the other in this accelerated age.

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