Delivering the right patient experience
Challenges
Health care service delivery is becoming increasingly competitive and patients are behaving more like consumers with regard to evaluating and selecting adequate health care options. Focusing on delivering the right patient experience to gain "customer" loyalty is thus becoming as important as managing costs and risks for health care providers.
To attract and retain patients, health care providers need to focus on:
- Delivering high-quality clinical services and health care solutions that are aligned with patients’ expectations
- Organise and improve the patient experience through efficient clinical itineraries
- Retain critical workforce segments and ensure high employee engagement which translates into improved patient experiences
Deloitte services offering
To ensure customer satisfaction, and in turn retain patients, Deloitte service offering includes:
- Defining a vision statement and the organisation’s corporate strategy to deliver a customer experience corresponding to their service expectations
- Linking the organisation’s vision and strategy to tangible actions, objectives and goals
- Performing capability assessments and identifying gaps that the organisation needs to close in order to achieve the vision (assessed dimensions: people, technology and processes)
- Defining a roadmap and execution plan to attain the envisioned patient experience
- Performing comparative performance analysis to highlight deficiencies and key strengths that may significantly impact patient experience
- Optimising clinical processes and itineraries
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