Customer Experience in Healthcare Industry
Are your patients receiving the best possible care?
Customer Experience in Healthcare Industry
Are your patients receiving the best possible care?
Did you know that 92% of patients consider the care experience crucial in their choice of healthcare provider?
With the rapid evolution of patient expectations and continuous technological innovation, the healthcare industry must constantly adapt to provide a high-quality, personalized experience.
Our integrated 360° approach to patient, employee, and brand experience is designed to optimize your services and foster a patient-centered culture. Ensure that every interaction, from the initial welcome to post-treatment follow-up, is positive and memorable, that your staff become ambassadors for your institution, and that your online reputation reflects the excellence of the care you provide.
Mystery shopper Real Consumer
In the healthcare sector, evaluating and optimizing the patient journey (whether over the phone or in person) is crucial to ensure strict adherence to your care standards. Our mystery client programs help identify friction points in the patient journey and guide your team on key areas to improve, enabling you to effectively grow your patient volume. We also offer competitive benchmarking to provide valuable strategic insights, including information on pricing and care inclusions.
Continuous Survey – Voice of Customer
With our Hexia platform, you can capture real-time patient satisfaction, whether in clinics or private practices. Continuous monitoring of key patient experience indicators, such as satisfaction with the care provided, Net Promoter Score (NPS), and alert management time, allows you to respond promptly to feedback. This proactive process not only improves your online ratings but also turns negative experiences into opportunities for continuous improvement. Understanding your clients’ needs is crucial for enhancing the patient experience and increasing long-term loyalty.
Hexia.local
In the healthcare world, effectively managing your online presence and patient reviews is essential for establishing a trustworthy reputation. Our integrated solution simplifies this management by consolidating your information and reputation through a high-performance platform. Ratings and the volume of reviews play a key role in your online ranking factors. Our HIPAA-compliant response templates help you and your team address issues such as patient behavior, billing, and customer experience. With our advanced tools, Hexia.Local focuses on patient acquisition, retention, and continuous improvement of your online presence.
More Healthcare Solutions
Discover how Lanla’s solutions in customer, employee, and brand experience can contribute to your healthcare business’s success.
Positioning and NPS Surveys
By combining our respondent panel with your patient lists, we help you assess your facility’s awareness, how patients perceive your offerings, and the motivation of those who choose your services. You’ll be able to clearly position the patient experience you offer against that of your competitors, identify improvement opportunities, and develop effective action plans to elevate the quality of your customer experience.
Employee Engagement Survey
Our employee engagement surveys aim to identify barriers to your teams’ motivation, whether for medical staff, administrative staff, or support teams. These surveys provide a detailed diagnostic of satisfaction across key aspects of the employee experience, helping you target areas for improvement and develop concrete action plans to engage and retain your staff.
Conferences and Training Workshops
Use the data from your patient, employee, and brand experience evaluation programs to train your medical and administrative staff on the essential elements from the patients’ perspective. Our customized approach allows you to adapt training and conferences according to your strategic priorities and specific objectives. We cover a range of topics, such as each employee’s role in customer experience, handling dissatisfied patients, and talent retention and engagement, ensuring your team is well-equipped to provide an exceptional patient experience.
Data Analysis and Valorization
In the healthcare sector, data analysis is crucial for prioritizing actions to improve the patient experience. Our team of experts transforms data into actionable insights to personalize care and enhance operational efficiency. We help you target critical aspects of the patient journey, such as reducing wait times or improving patient-specialist communication. With our revealing reports, you’ll be able to effectively track your service performance, adapt your strategies to maximize impact, and increase patient satisfaction.
Brand identity, communication tools, and digital marketing
Whether you want to strengthen your facility’s identity, develop a unique and relevant signature for your patients, or enhance your brand’s visibility and reputation, Lanla’s team is here to assist! We offer creative solutions to distinguish your facility, both online and in-person, with tools such as digital and print advertising, awareness campaigns, and more. Contact us to discover how we can significantly amplify your presence!
