DRIVING PATIENT LOYALTY IN HEALTH SYSTEMS
The importance of positive consumer experiences to earn customer loyalty is long established. And in today’s uber-digital age, the concept applies to every industry, including healthcare. Increasingly, health systems are building digital engagement options into their overall patient experience. But are they doing enough to keep patients engaged for the long haul?
Health systems are uniquely positioned—like no other healthcare sector and, frankly, like no other business sector—to create and foster relationships and long-term loyalty over the span of a person’s entire life. Provider systems deliver everything from prenatal care to hospice care. And they’re perfectly poised to leverage the power of experience to acquire and retain patients while simultaneously enhancing the provision of care and growing revenue.
But loyalty doesn’t come easy in any industry. It will take more than small-scale digital investments to create lasting, unwavering connections and foster the ideal balance of transactional and emotional loyalty that organizations in every industry strive toward. One of the biggest potential benefits of meeting this moment—for both health systems and consumers—is the centralization of care. When a health system engenders brand loyalty, the patient experience is uninterrupted.
Presented by: Tess MacGibbon
Minnesota Health Strategy and Communications Network c/o Minnesota Hospital Association Capitol Ridge Building, 161 Saint Anthony Avenue, Suite 915, Saint Paul, MN 55103
