MAY 20198Nishant has over 17 years of experience and his expertise lies in process Improvement, Strategic Planning, Management and many others areas.Patient Centricity has to be the New `P' for Healthcare IndustryAs a caregiver, healthcare has to be seen through the eyes of the patient. The segment already has a lot of anxiety and stress pre-built for a patient. Although the point of contact where the service is dispensed differs in terms of the place being a clinic or a large healthcare facility, the patient traits almost remain common.Since it is connected with the well-being of an individual, the patient expectation is beyond mere medical advice or a suggestive procedural intervention. The patient expects customized handling, right from taking an appointment, leading into an outpatient consultation, quality of consultation provided, or buying pharmacy, or any tests to be done, all in a seamless front office interaction. In fact we can easily say that every touchpoint plays an important role in terms of enriching the experience. Looking at the expectation, the healthcare segment has to have an ecosystem that puts the patient right in the center. This ecosystem needs to have some basic traits like having 24x7 responsiveness, a two-way channel, a strong expectation management system, and an empathetic approach to top it all. The 24x7 responsiveness needs to be across channels responsible for the inflow of the patients. In the modern age, telephony plays a quintessential role in connectivity. The patient wants to have unrestricted access to the facility for a number of actions like appointment, booking or rescheduling, checking the reports online, requesting admission/procedure estimates, and taking a tour virtually/physically. These requirements have become more of hygiene rather than a premium feature. On the other hand, providing such facilities definitely depicts the patient centricity of the hospital. The patient understands that the hospital focuses on offerings and takes their convenience seriously.Medicine of the Highest Order!By Nishant Mishra, VP - Brand & Digital Marketing, Rainbow Group of HospitalsIN MY OPINION
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