BraveLabs

Patient Journey Mapping is important for receiving a holistic understanding of what your patients are going through when they enter your healthcare setting. Introduction Patient journey mapping is a process that helps you map out the patient experience. It’s used to better understand how patients interact with your products and services, which can help you improve your customer service. The quality of the  hospital patient journey  can be indicative of not only the pitfalls during a healthcare journey but also what is going right. When you’re building a product or service, it’s important to know how patients are going to use it. That way, when they have questions or issues with the product or service, they’ll be able to find the information they need quickly and easily. Once you’ve mapped out the journey, it’s up to you to provide what’s missing—and this will happen through all aspects of care: from the doctor’s office to the hospital and the pharmacy. Patient journey ...

Patients today want to have good experiences in healthcare. One of the most important ways to ensure that is by making patients have a say in their own healthcare choices. But in order to do that they need to be well informed about their own medical conditions. That’s why patient engagement is a positive cycle that improves the entire healthcare ecosystem. Introduction It is hard being a business at this time. With increasing competition and significantly lower barriers to entry than in the past, navigating the business environment can be hard. As a result of so many options to choose from, customers today also want more and better from each interaction. For the healthcare industry, this has been the defining truth in the 21st century. For better or worse, today’s patients have plenty of options to choose from (at least theoretically). As a result, patients today want better experiences in their healthcare journey when they do choose a healthcare provider. Improved patient expe...

Convenience is what drives today’s consumers. And this is not so different for the healthcare industry as well. With patients willing to prioritize convenience as much as healthcare outcomes, healthcare businesses need to start making efforts to make the healthcare journey as convenient as possible. Introduction Take a moment and try to think of the last time you made a call for setting up an appointment or purchase something. Your reservation at the restaurant? Maybe you called ahead or more likely that you set up a reservation using an app or website. Your flight and hotel tickets? Probably done yourself through a travel marketplace to get the best deals. Your food order? Most probably done through a food delivery app. Given the choice, would you rather call a movie theatre to buy some tickets or do it yourself on their website or platform? It’s not that you’re antisocial or shy, it’s just that it is so much more convenient to do these activities on your time and speed – alone....

Connected experiences can be the difference between healthcare businesses that exist 5-10 years from now or those that shut down. A patient-centric approach to managing patient experience, and connected experiences puts convenience, accessibility, and customer care at the forefront of the healthcare journey while still improving treatment outcomes. Introduction What do you think is the most defining feature of the current digital age? Arguably it might be the fact that today, we are all more connected than ever using digital tools and platforms. It can be trivial today for individuals to talk and connect with others, even if they are across the globe. But this interconnectedness is not just limited to individuals. Today’s businesses also offer a degree of connectivity that was impossible to provide to customers just a few years ago. From the very beginning of the customer journey to continued engagement far after a sales pipeline has finished, businesses today offer a unique expe...

By improving patient satisfaction, healthcare businesses aren’t just getting better reimbursements but increasing the chances of their success in many spheres. Introduction Patient satisfaction is one of the most important metrics of the success of healthcare businesses. Patient satisfaction today is used by healthcare businesses themselves, along with government agencies, insurance networks, and third-party payers to determine how well a healthcare business is doing. It is no surprise then that healthcare organizations are constantly looking for ways to improve their patient satisfaction levels. But while healthcare businesses are able to understand the importance of patient satisfaction, they are often unaware of how critical this metric is to the success of their organization. As a result, patient satisfaction often takes a less prioritized role within the processes of an organization. Here is why healthcare organizations need to look at patient satisfaction from a new lens. ...

Customer Journey Mapping helps businesses understand what are the interactions that their customers have with their business processes. For the healthcare industry, using these methods to visualize the patient experience allows them to  improve patient satisfaction , and drive business growth. Introduction Everyone remotely connected to the internet today has heard of the slang ‘Karen’. The slang essentially started out as a term for an over-entitled customer, who had taken to shouting at workers in a retail or sales setting. The number of recorded instances of ‘Karens’ has grown over the recent years. But how is this related to healthcare or businesses in general? The rise of ‘Karens’ is the downside to the new revolution that we are witnessing in service-focused industries. Today’s customers are not content with just receiving our services, no matter what segment of the economy we are talking about, but expect to have a good experience while doing so. The experience during ...