Omnichannel has been revolutionizing customer service in the retail sector for a few years now. However, when it comes to healthcare, the outlook is quite different. For starters, everything is still very new, and as a result, there are still many challenges to be overcome. You see, we are not making this introduction to discourage you, but rather to open your mind to one thing: if you overcome these obstacles, you will achieve what everyone yearns for most these days: drinking clean water! Or, in other words, getting ahead of the competition, standing out, differentiating yourself – being unique.
In today’s article, we’ll explore the many challenges we face when implementing omnichannel in the healthcare sector. Keep reading!
TO START THE CONVERSATION: WHAT IS OMNICHANNEL IN HEALTHCARE?
Omnichannel in healthcare refers to the seamless portugal whatsapp data integration of different communication channels to deliver a seamless patient experience. From in-person consultations to interactions through apps and online platforms, omnichannel seeks to unify all forms of contact, providing convenience and efficiency. Let’s take an omnichannel journey as an example:
Appointment Scheduling:
The journey begins with the ease of scheduling an appointment for the patient. Whether through an intuitive app, website, phone or in person, scheduling is integrated across all channels. The patient can choose the channel that best suits them, ensuring convenience and accessibility.
Pre-Consultation:
Prior to the appointment, patients receive reminders and relevant information via SMS, email or in-app notifications, depending on their preferences. Previous documents, medical history and forms are shared securely, providing a frictionless experience at the reception desk.
In-Person or Virtual Consultation:
During the consultation, omnichannel enables a smooth transition between in-person and virtual care. The patient can opt for a video call, facilitating access to specialists, especially in non-emergency situations. Consultation records are updated in real time, accessible to professionals across different channels.
Post-Consultation and Follow-up:
After the consultation, the patient receives personalized guidance and prescriptions via secure messaging. Omnichannel follow-up includes medication reminders, self-care tips, and scheduling for follow-up exams. The patient can also clarify questions through chatbots, phone calls, or in-person consultations, providing continuous and comprehensive care.
Feedback and Evaluation:
The journey is completed with feedback collection. Patients are free to express their opinions through online surveys, social channels or directly on the service platform. This information feeds into continuous improvements, creating a cycle that constantly improves the quality of service.