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Jan 4

Winning the Hearts of Patients in the Modern Era with Patient-Centric Strategies

How patient centric strategy wins in a changing healthcare landscape

In today's business world, everything must be customer-centric. The healthcare industry, including hospitals and clinics, is no exception. Patient-Centric strategies are not just buzzwords but essential approaches that hospitals and clinics should not overlook. Why is this important? And how can you implement it? MEDcury analyzes and highlights interesting methods in this article.


Why Patient-Centric strategies matter?

As discussed in our article "3 Ways to Prepare Your Organization for the Modern Healthcare Landscape" the current healthcare landscape is vastly different from the past, particularly regarding patient expectations. Patients now have easier access to information, giving them more choices and greater power in selecting hospitals or clinics that best meet their needs. Hospitals or clinics that still use outdated strategies may fail to meet these demands or create a positive patient experience, becoming less favored choices.


Moreover, data from McKinsey indicates that healthcare companies that adopt Customer-Centric or Patient-Centric strategies can grow their revenue twice as fast as those in the same industry that do not prioritize patient experience.


Patient Centric = Hyper-Personalization

To better meet patient needs, simple personalization is no longer enough. Hospitals and clinics must go beyond with Hyper-Personalization, as each patient has unique needs and specific conditions. Research published in the National Library of Medicine in 2023 shows that providing highly customized experiences is highly effective in driving sustainable behavioral change.


How to achieve Hyper-Personalization?

Hyper-Personalization can be achieved through two main approaches: analyzing Big Data to gain insights and leveraging digital technology.


  • Why analyze Big Data?

Patient data is key to creating superior experiences. With this data, we can predict patient needs and address concerns before they escalate. Understanding and caring for patients in this way fosters sustainable relationships.


  • Why use digital technology?

Digital technology enables the rapid and efficient delivery of various services, enhancing patient engagement and improving patient experiences. Especially in the current situation of severe staff shortages, traditional methods may struggle to provide tailored experiences.


Guidelines for implementing Patient-Centric strategies to become a patient-preferred hospital


  • Information Communication: Contact each patient through their preferred communication channel, such as phone calls, emails, or SMS, and tailor messages to each individual.

  • Alternative Services: Offer online consultations or Telemedicine for patients with suitable physical conditions or restrictions.

  • Patient Engagement: Provide platforms that allow patients to participate in their healthcare decisions, such as accessing their health records, updating information, making appointments, receiving appointment reminders, and accessing health information relevant to their condition.

  • Using Data from Wearable Devices: Connect with patients' wearable devices to collect and analyze data, providing personalized healthcare recommendations.


How does that sound ? Hospital or clinic administrators who are still complacent and resistant to change might find this the beginning of the end, with potentially severe consequences for their business.


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