WHY
CPXM
Building your case.
A strong why is the foundation of your CPXM strategy and ensures a win-win for all parties
Measurable benefits for healthcare organizations
Every business case is unique and needs to be tailored for each organization.
Improved patient and customer experience has a direct bottom line impact and results in tangible business benefits that are re-used to enhance patient lives. Customers and patients actively compare, select, promote or decline services based on convenience, quality and easiness of the interactions. They welcome new technologies to create improved experiences on top of clinical outcome and safety. Empowered patients enjoy better healthcare, satisfied customers result in more recurring business and lower costs. Examples include: easier access, better services, less readmissions, higher adherence, improved patient recruitment, faster time to market, increased population health. Providing good patient and customer experiences is simply the right thing to do. You do not want to stay behind.
BUSINESS DRIVERS
Patient centricity
For many years, patient centricity is a growing trend in the entire healthcare sector. As hospital you simply have no other choice than to invest in patient centricity similar to your partners.
Quality of care
Focus on patient and customer experience results in improved patient satisfaction, greater adherence to treatment plans, and better patient outcomes. Your customers expect it.
Employee experiences
Healthcare is under pressure in almost all countries. Hospitals face problems in finding personnel at reasonable costs. Experience management leads to improved staff satisfaction
Impact to stakeholders
Engagements, interactions and collaborations are the new norm to develop services. Using this feedback leads to better services, improved patient retention, image reputation, and closer network integration.
Efficiency and costs
Delivering improvements in patient and customer experiences with strong tangible results, leads to increased revenue, lower costs, more efficiency, fewer issues, more new patients, more medical specialists and collaborations.
Expectations from industry
The entire industry is investing in CX and PX. New capabilities to improve experiences are endless. Industry partnerships expect both hospitals and companies to join and collaborate on the transformation in healthcare.
GOVERNMENT REQUIREMENTS
Value based healthcare
New frameworks are created for evaluating the potential use of real-world evidence in support to approval of new indications. FDA has accepted RWE to support approvals in the setting of oncology and rare diseases.
Transparency
Definitions and regulations on the content and use of patient experience data are under development by several governments. Healthcare financing is impacted by patient experience results: the industry will soon have to follow.
Integrated care
The importance of patient experience data in product approvals is already standard. Patient Reported Experience Measures are on the rise. More companies are embedding experience management in quality systems.
TECHNOLOGY OPPORTUNITIES
Efficiency of interactions
In our global world it is now much more efficient to enable consistent end-to-end interactions with customers and patients thanks to a significant number of new tools that are available for use.
Digital transformations
The ongoing digital transformation of your healthcare environment without understanding the customer and patient point of view has little value. CX and PX integration is a must.
The world of AI
AI is booming. Patient and customer data are one of the most critical data elements that will be used to leverage AI opportunities. CX and PX are your means to capture the data.