3 Ways Conversational Insight Can Unlock a Positive Patient Experience

The healthcare landscape is changing, and not just because of the pandemic. Trends like consumerization and reimbursements tied to patient experience have pushed many healthcare providers toward an accelerated digital transformation – including the modernization of the contact center. Those that have embraced this transformation have started to implement solutions and structures like patient portals and a single contact center that handles every patient request, from appointment scheduling to billing. 

This centralization, along with patients wanting and expecting immediate access to healthcare professionals and being more vocal when it comes to advocating for their health, means healthcare organizations are having more patient interactions than ever before. These conversations are a wealth of untapped intelligence. They offer the opportunity to better anticipate patient needs, detect correlations between patient interactions and outcomes (such as whether they show up for an appointment), and ultimately help healthcare organizations achieve their end goal – delivering the best care and experience possible and retaining patients.