The healthcare industry is under a lot of pressure lately, especially due to COVID and its ripple effects. The way hospitals traditionally conduct business isn’t enough to deal with the current demands being placed on the system by an increasing number of people who are looking for quality healthcare without the face-to-face barriers that prevent so many from seeking treatment. How can something be done about this?
Well, in large part the answer lies in better ways to reach patients than relying on traditional platforms like landlines and even SMS when you consider that a person checks their phone as many as 23 times each day which means there’s nothing more likely to grab someone’s attention than a text message. Healthcare sector needs to think about whether or not their target audience uses messaging services and then take the time to converse with those who happen to use them on a regular basis. This form of digital engagement is an excellent way for people to get the service they need in the moment that they need it most: when people are online.
Every patient comes with their set of different health issues but does not get the specialised attention and care that they deserve. In such scenarios, message-based interactions make them feel that their healthcare provider is always with them, and is just one ping away.
What conversational chat provides is continuous and personal access to healthcare whenever needed, making it easy for patients to access their care at a pace that works best for them. They no longer have to feel as if they have to travel from doctor to doctor each time they need a check-up or have a question about one of their vitals! This has been shown to reduce the number of visits required by those who don’t live within reasonable proximity of a health center or hospital.
Enter – healthcare bots
Recent research revealed that 50-70% of call center activity is related to health benefits. By itself, this fact is not problematic. But considering that each such interaction typically costs $5-$15 (sometimes more) and also results in long wait times and unhappy customers, healthcare organizations have a serious problem on their hands.
In the U.S. and elsewhere, healthcare is fast evolving into a more consumer-driven industry. Today’s customers demand better plans, more personalized care, low-cost solutions, and high-quality, accurate information from the healthcare providers they interact with. These organizations need better ways to provide high-quality consumer experiences while lowering their costs to keep up with these demands.