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Your customers are talking. Are you listening?

Healthcare is complex (and confusing your customers). Conversational analytics listens to customer interactions already happening and offers actionable insights.

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Actionable patient feedback without survey fatigue. See Authenticx in action:

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Leverage your healthcare call center for actionable intel.

A life sciences enterprise wanted to better understand their patient customer experience – in their own words. Authenticx randomly sampled 6,730 calls, discovering 10% of customers were stuck in their customer journey.

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Over 50,000 customer interactions demonstrate how pervasive disruptions in the healthcare customer journey continue to be.

Patient Feedback Surveys

Patient surveys have become the standard method for gathering feedback from patients within the healthcare industry. These surveys are usually mailed, emailed, or texted to patients after they leave the office or finish their appointment. Information gathered from these patient feedback surveys can influence the decisions that healthcare providers make for their patients.

That said, the healthcare industry seems to be evolving beyond patient survey questions and more effective tools are emerging every single day. These tools allow companies to better understand the experience of their patients and adjust accordingly. Typically, these tools can offer robust reporting on real-time interactions with customers, allowing companies to see their blind spots faster. This is where Authenticx comes into play.

Patient Experience Survey Questions

Providers usually understand the importance of a returning patient. There is little else that is more financially important than returning patients. In order to better understand if a patient will return or not, many providers send outpatient experience surveys. Patient experience questionnaires allow your customers to tell you directly how they feel about their service by answering a few patient survey questions. These questions might cover topics such as general customer service and the quality of care provided.

Providers can find themselves spending too much time looking for the best patient experience survey questions. That said, even the best questions can fall short sometimes. There are several flaws with the feedback survey system. Patients have to wait until a period of time after they have already left their provider before receiving them. Even if that’s just a few minutes, that can make a difference. Additionally, survey questions allow patients the time to consider and craft their response.

Surveys offer a general view of the person’s treatment, but they may not provide a detailed picture of the patient’s experience and thoughts. The questions may address only surface-level concerns or otherwise fail to illustrate the nuances of specific situations that patients might face.

For this reason, some businesses may consider switching over to conversation analysis. Conversation analysis, provided by companies like Authenticx, allows healthcare providers to harness the raw unsolicited patient feedback that occurs naturally in customer service interactions. With conversation analysis, providers are able to access the opinons of their patients in real-time.

Patient Feedback System

Patient feedback allows providers to access data from patient interactions. The information included can come from emails, phone calls, text support, and any other support channel. Patient feedback software gathers all this information. Then, it takes the information and distills it into a reviewable format. This format is useful for evaluating the patient experience.

By understanding the customer journey better and the importance of patient feedback, providers can identify gaps in their service. After identifying them, making improvements becomes a lot easier. These can directly impact the overall satisfaction of patients and directly benefit providers.

Of course, understanding the importance of the data and what it entails is only the first step. Next, the next question is: how is this data obtained?

There are many different patient feedback systems available to assist in this. The right solution varies depending on the needs of the specific healthcare provider. Authenticx is a world-class solution that offers tremendous insight into the minds of customers. Solutions like Authenticx allow businesses to better understand the story that their brand is telling.

Authenticx is an AI-powered solution for gathering patient feedback. Through platforms like Authenticx, providers can aggregate, analyze, and activate key information provided to them by patients.

Questionnaire For Patient Satisfaction

Patient satisfaction survey questionnaires have long been the norm of healthcare. Patient satisfaction survey templates are currently flooding the internet. With these types of patient satisfaction surveys, patients receive a survey after their visit.

A questionnaire for patient satisfaction can help gather information on customers. That said, there are more effective methods out there. The issue with sending out a patient satisfaction survey in healthcare is that it doesn’t capture the real-time emotions of the patient. This is why many healthcare providers are switching to conversation analysis.

When it comes to capturing data for customer satisfaction, conversation analysis is king. These platforms take recordings from the call center and analyze them for key information.

Providers can now capture freely-engaging clients through AI-powered platforms. Authenticx and similar platforms can aggregate this raw information. They will identify key points in the conversation and the pain points customers are conveying. Then, they will take all that information and distill it down into an easily digestible analysis.

One of the main issues with surveys is that they allow patients to think about how they word their answers. With conversation analysis, you can capture the tones and attitudes of customers more naturally. This means providers can obtain a truer sense of customers’ feelings.

How It Works

Gain a deeper level understanding of contact center conversations with AI solutions.

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Aggregate

Pull customer interaction data across vendors, products, and services into a single source of truth.

Analyze

Collect quantitative and qualitative information to understand patterns and uncover opportunities.

Activate

Confidently take action with insights that close the gap between your organization and your customers.

Patient Satisfaction Survey Examples

The importance of patient satisfaction surveys is changing. There is no more important need than the understanding of patient satisfaction in healthcare. With a myriad of options to choose from, dissatisfied patients won’t be patients for long. Equally important is how providers ascertain patient satisfaction.

Patient satisfaction surveys are a longstanding practice in healthcare. For years, they have helped to assess the general feeling patients had about their experience. Typically sent out after a provider visits ends, these come in the form of questionnaires.

Patient satisfaction survey examples include various attempts to connect with patients. Email, phone calls, and physical mail have been carriers of these in the past.

Today, patient satisfaction surveys seem to be soulless though. One of the biggest downsides is that time has passed between the appointment and the survey. Even if it’s a small amount of time, details and emotions can get lost or left out and that’s a huge loss to the provider.

What’s worse, customer satisfaction surveys are wasteful. Time and resources go into surveys when you already have all the information you need. When it comes to patient satisfaction, conversation analysis is the wave of the future.

With conversation analysis, you can ditch those surveys. Gleaning customer satisfaction out of existing interactions with customer service is a game-changer. The data from those phone calls, support texts, and emails represent the true emotions of your clientele. As such, this data could provide more meaningful insight than the standard survey.

Hospital Questionnaire For Patients

Offering support and understanding of a patient’s needs after they leave the hospital is of utmost importance. There are many issues with hospital patient satisfaction survey questions. For starters, they easily slip through the cracks. Losing track of a support or satisfaction issue will destroy a customer’s journey and can often be unrecoverable.

We’ve all had experiences where it has taken us half a day to fix an issue that should have only taken a few minutes. Authenticx calls this the Eddy Effect. This references the phenomenon of a whirlpool forming in a river when blocked by an object. Similarly, customers blocked in their journey can feel as though they are spinning in circles.

This is not only frustrating, but it’s also damaging. When we lose customers in the Eddy Effect, it creates patient frustration and wastes a tremendous amount of time. The earlier that you can hear a customer’s concerns, the easier they will be to correct. A hospital questionnaire for patients is not going to go far enough to find and correct this major problem.

Conversation analysis tools like the service provided by Authenticx could make the solution clearer. Using AI technology, healthcare providers can identify Eddies and unblock them before they get worse. Providers want to hear their patients’ concerns and most Eddies form from a simple oversight. AI helps to ensure those oversights happen less and corrects them when they do occur.

Patient Engagement In Healthcare

Some patients can feel stuck when trying to engage with customer support and failing to receive the solutions they desire. This could be especially frustrating if they find themselves on the phone for a long period of time. It is frustrating for patients when they are unable to break through the confusion of a customer support system and feel as though their concerns have been heard and addressed.

The name for this frustrating experience, coined by Authenticx, is the Eddy Effect. This effect is the result of a blockage in the line, causing the customer to swirl around without result. This is a devastatingly frustrating experience for patients. It will have a direct effect on the relationship they have with your company.

Patient engagement software, or the systems in place to engage with clients, can fail. Roughly one-third of customers report experiencing this within their customer journey. For many, attempting patient engagement in healthcare is an irritating event. Different patient engagement strategies exist in an attempt to address this. Conversational analysis may be considered by some to be the most effective strategy available.

Through conversational analysis, companies can identify where the blockages are in the line and clear them out. AI-powered tools like the one provided by Authenticx aggregate this raw data. Then, they present it in a way that makes sense. Tools like these can assist greatly in filling the gaps within your process.

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