By Jay Juffre
Recently I was thinking about buying a new car. Based on research and many owners bragging about how much they enjoyed driving it, I settled on a Tesla. As I sat in my house and almost effortlessly put down the deposit on my future vehicle, I say to myself, ‘Wow! This is way too simple.’ But then I caught myself by wondering why every car company can’t do the exact same thing? Tesla enjoys one of the highest customer satisfaction ratings in the world and when you look at how easy they make it to do business with them, you start to figure out just why that is. Taking it to a wider gaze, if you think about brands, vendors, or companies, you personally cannot live without, the one thing all great B2B or B2C companies have in common is ease of use. So, let’s ask this question, if your goal is to be the local, regional, or national provider of choice, what is the experience like for patients seeking care from your organization? Put yourself in the shoes of an average patient. From making the appointment to paying a bill, is it easy or way too difficult? Many organizations are way ahead of the curve when it comes to utilizing technology and other means to make the entire experience smooth. While others are still literally living in the dark ages where the patient experience mirrors what was going on in the early 80’s. If you want a starting point, simply look at how many pieces of paper a new patient must fill out to seek even routine medical attention. Streamline that process and then start looking at each step after that. You will be on the way to making things smooth for your patients and their families. If you want to be the medical professionals patients can’t live without, make it easy to do business with you.
Jay Juffre is Executive Vice President, ImageFIRST. For more information on ImageFIRST, call 1-800-932-7472 or visit www.imagefirst.com.
