Technology, Healthcare, and...Seinfeld?

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Customer Loyalty
Customer Experience
Over the years, the patient experience in healthcare has become routinely difficult-- problems getting an appointment, the requisition of their personal data over and over, and then there's the long wait. Jerry Seinfeld satirized the infamous long waits in his show:

Over the years, the patient experience in healthcare has become routinely difficult-- problems getting an appointment, the requisition of their personal data over and over, and then there's the long wait. Jerry Seinfeld satirized the infamous long waits in his show:

"Waiting room. I hate when they make you wait in the room. 'Cause it says "Waiting room." There's no chance of not waiting, 'cause they call it the waiting room, they're going to use it. They've got it. It's all set up for you to wait.... They finally call you, and you stand up and you kinda look around at the other people in the room. 'Well, I guess I've been chosen. I'll see you all later.' You know, so you think you're going to see the doctor, but you're not, are you? No. You're going into the next waiting room--the littler waiting room."

Seinfeld's bit characterized the overall sentiment that patients felt about their healthcare providers: irritation and annoyance.

A 2012 report, "Customer experience in healthcare" from HRI, crystalized the reality of consumer sentiment with healthcare. The results revealed that only 44 percent of health insurance customers and 54 percent of provider consumers actually told anyone within a month of having a positive experience compared to 70 percent of retail and 66 percent of banking customers. Six out of 10 negative experiences are more likely to be remembered for longer in the provider industry compared to other industries.

Evidence shows, however, that general attitude is shifting. As the Affordable Care Act proceeds into 2014, new opportunities and innovations are rapidly reshaping the $2.8 trillion U.S. health sector. Insurers and healthcare providers are competing for loyal customers served by new care and coverage models in a more retail-oriented health market. This new reality has resulted in the need to readjust to empowered consumers by delivering rapid innovation.

1to1 Media wanted to spotlight this transformation that's occurring in healthcare by highlighting the technologies and tools that are changing the way healthcare delivers on the patient experience and the outcome these shifts are having on consumers' attitudes. Today, in an e-book and the first article in a two-part series (part 2 will publish on March 24), Cynthia Clark explores nine improvements to the healthcare customer experience enabled by cutting edge technology. From telemedicine to virtual queues, Clark examines how healthcare is being revolutionized. Our hope it to provide you with a glimpse into how technology is changing the world of healthcare. We'd also love to hear about your personal experiences. Please share any innovations that you've recently experienced at your provider.

In the least, we hope your wait time--both in the big waiting room and smaller one--has improved.

EXPERT OPINION
EXPERT OPINION