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.

By expanding access and delivering personalized experiences in a competitive healthcare and wellness landscape, providers can:

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.

Healthcare providers need to:

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:

Improved patient acquisition

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

Better brand loyalty

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

Optimized marketing and technology costs

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.

Making patient experience your competitive advantage