One out of two US consumers encountered some type of setback or frustration with their healthcare.[i] While that captures just one moment in time of a consumer’s dissatisfaction with the patient experience, it’s safe to say that this has been the norm for years. The patient experience is broken.
There’s a silver lining, though. The critical need to improve the patient experience has given rise to providers such as One Medical that have been adept at delivering best-in-class digital and physical experiences through innovations in digital touchpoints, process enhancement, and wellness management. To create seamless experiences in and out of the doctor’s office, One Medical:
- Uses human-centered design to build experiences. Members are front and center during the entire experience design process. Organizationally, One Medical breaks down silos across technology, operations, and clinical teams, blending them together into new teams that are structured around customer journeys. Surveys, analytics, and focus groups inform the customer journey, allowing the company to gather continuous feedback and use those insights to deliver enhanced experiences.
- Augments the physical experience with in-house digital solutions. One Medical’s proprietary digital platforms give the company the ability and flexibility to deliver seamless patient experiences. For example, its electronic health records, patient-facing mobile app, and internal workflow management work together to offer convenience, access, and proactive care for patients in and outside the office. Patients can track their health and activities to bridge the data gap for providers, enabling them to answer questions either virtually or in person.
- Stands at the ready with a virtualized workforce. Whether it is 2 p.m. or a.m., One Medical provides assistance to its members via a virtual care platform. The 24x7x365 service allows patients to get the advice and care they need, whether at home, work, or traveling. Members are always greeted with a friendly face, both virtually and in-person. All employees, from remote providers to administrative staff, are evaluated against criteria related to customer obsession to guarantee a delightful patient experience.
Learn more about One Medical’s customer experience strategy in our newest case study, “Case Study: One Medical Bridges The Gap Between Digital And Physical Patient Experiences.”
[i] Source: Forrester Analytics Consumer Technographics® North American Healthcare And Government Topic Insights 3 Survey, 2018 (US).