For today's patients and consumers, every new experience you create sets a new benchmark for your business. One that your competitors will strive to exceed.

• Acquire new patients
• Increase brand loyalty
• Improve patient satisfaction
• Be recognized as providing a leading digital experience by third party analysts and publications
• Become a sought-after healthcare institution

With plenty of healthcare providers available, the quality of every communication and interaction is key. Patients can now conveniently switch whenever they feel their needs aren’t being met – a trend that is especially true for the decision-makers of the future.

Younger generations are nearly six times more likely to switch providers.

Delivering – on their terms
It is no longer acceptable to focus on what’s most beneficial for the healthcare industry. Sought-after destinations for personal health and wellbeing are ensuring that their patients’ interactions catch up with the service delivery examples we now take for granted in our everyday lives. In sectors like business, banking, and travel complex tasks can be completed rapidly, independently and with ease.

• Remove friction from the patient journey
• Break through the noise with clear and concise messaging on patients’ channels of choice
• Make it easy to manage healthcare options and wellness
• Improve access options for underserved communities
• Increase access to health care information in search engines

For its patients, health care needs to keep pace.

Healthcare ranks a mediocre eighth out of Forrester’s 10 major industries for its future-fitness in technology strategy and customer-obsessed business strategy criteria.

For healthcare providers, three elements are critical in meeting – and exceeding – patient expectations:

1. Becoming patient-led and experience-driven
With obsessive focus on patient experience and outcomes, organizations can enhance access and raise satisfaction scores across the entire healthcare journey. For populations disproportionally underserved, mobile healthcare experiences also improve accessibility and inclusion.

2. Delivering thoughtful personalization and convenience
It’s now possible for marketers and patient experience leaders to leverage marketing analytics, and uncover insights, without compromising HIPAA privacy laws. Empowering them to create future interactions that feel authentic, personal and unique.

Whilst with provision of a clean, clear user interface, they showcase the services and standards people want to see with ease. When patients are taken on a seamless user journey, they move right from pre-consultation through to aftercare with the same provider.

3. Continuous improvement based on customer experience data
A mindset of continual change, non-stop feedback and performance monitoring sets the course for patient-centered success.

78% of healthcare providers agree that… the rise in healthcare consumerism has led to a patient preference for self-service and digital engagement.

Moving from expectation to competitive advantage
For those who embark on digital healthcare transformation, from website purpose to business strategy, there are clear benefits:

• Market share growth with competitive intelligence
• Omnichannel data analysis across systems for improved business decision-making
• Measurement of customer lifetime value and increased share of customer wallet

• Lower call center volume and more online appointment scheduling
• Delivery of consumer-grade, omnichannel, personalization
• Higher patient satisfaction scores achieved

• Automated marketing campaigns
• Optimized advertising and marketing technology spend and ROI
• Improved third party ratings (i.e., US News & World Report)

Remote Patient Monitoring (RPM) enables a continuous stream of real-time health data between patients and their doctors. It’s estimated there will be 70.6 million RPM users in the US by 2025, up 56.5% from 2022.

Defining your difference
It’s easy to see why, in a highly competitive market, healthcare providers need to invest in the entire consumer journey. Improving levels of patient engagement has become a business imperative.

Discover what your organization can achieve with Avanade and Sitecore on board.

Guided by Avanade’s strategic approach and experience design, and powered by Sitecore’s cutting-edge, SaaS-enabled composable solutions, organizations like yours deliver a modern healthcare experience and gain:

• Increased conversion rates
• Enhanced patient loyalty and brand reputation
• Deep understanding of patients’ profiles
• Structured data and streamlined processes
• Responsive and efficient telehealth and virtual care offerings

See how you can make seamless and engaging patient experiences your key differentiator. Let’s get started.