Manage costs, support growth and drive retention during an economic slowdown

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Create a timeline Use some graphical tool to draw a tentative patient experience map. The objective is to identify all the touch points that a patient goes through and that shape the entire experience of the patient. Deciding what to include or remove from the patient journey map Use the insights from your previous research, for example, the degree of patient compliance with online payment, teleconsultations or chatbot adoption to schedule consultations. Make the necessary changes to achieve patient satisfaction and improve their experience. How to improve the patient experience Using the right technology can help you improve the patient experience on all fronts. An automation software allows: automate appointments; facilitate payments and transfers; reschedule appointments; access laboratory analysis results, among others.
  
Unify patient information: interactions, appointments, follow-ups, etc.; unify communication tools to optimize work with different network providers. 68 % of business leaders recognize that there is a direct link between employee service and business growth. This is why you should invest your time in mapping the patient experience and your money in tools to improve it. Take a chance on improving your patients' CX with Zendesk for Healthcare and request a free demo . Health Phone Number List customer service success story Saludsa is an Ecuadorian company that provides health protection services and prepaid medicine to more than 200,000 clients in the country. For several years, the company used various systems and technologies to support the area of ​​patient care, but they did not put the customer at the center of their operation.



The initial objectives were very specific: to operate with ease and speed by attending to the requests and concerns of the patients. After the implementation of Zendesk , Saludsa achieved results with a great impact on the patient experience map: an increase in the IPN of Dr. Salud -the company's 24/7 medical service- to 8.5 points out of 10 (previously it was 5 points out of 10); a response to satisfaction surveys of close to 20%, a very good rate in Latin America; CSAT up to 90%; increase telemedicine consultations increased by 400%, generating more than 34 thousand requests for care. the Reimbursement area registered a growth of 40% and 35% in Dr. Salud. after a year of using the platform, their productivity has doubled: a specific procedure in the reimbursement area, for example, used to take 10 minutes and today it can be resolved in five minutes.