Much is being written in the media about generational decision-making when it comes to healthcare. Boomers are closing the digital divide, millennials are driving a streamlined end-to-end experience, and Gen Z is pushing that experience to include more transactional services such as voice search. But where is Gen X in all of this? The generation […]
Creating Optimized and Engaging Provider Profiles For Your Hospital Website
If you work with a hospital or health system, the most important section of your website is likely the provider directory. In fact, in an unofficial ranking of 50 of Perficient’s recent hospital website implementations, we found that, aside from the homepage, the provider directory is the most visited section and one of the most […]
The ROI of Soft Skills Training in Healthcare Customer Care
It’s no secret that, for organizations to be successful, a healthy focus on the bottom line is critical. That goes for healthcare and life sciences organizations as well. Because of this, many organizations focus on ”hard skills” when training their patient support, customer care, or contact center employees. Hard skills are those teachable skills that […]
Best Practices For Planning Your Next Healthcare Journey Map
We recently discussed how journey maps can be leveraged across organizations to create a holistic, patient-centered experience (if you missed it, you can learn more about ‘Activating Journey Maps Across your Healthcare Organization’). But before you can activate journey maps, you must create them. The following these best practices for planning your next healthcare journey […]
Activating Consumer Journey Maps Across Your Healthcare Organization
Chances are that your organization, wherever it sits in the healthcare ecosystem, has invested in a set of journey maps. These are tools, typically created as part of a marketing effort, that detail the journey your audiences take with your product or service. For example: How patients access care at your hospital How consumers discover […]
Healthcare Price Transparency: Why Clear Costs Can Drive Brand Loyalty
On Jan. 1, 2021, new guidelines from the Centers for Medicare & Medicaid Services went into effect requiring hospitals that operate in the United States to provide “clear, accessible pricing information” online for the services they provide. Hospitals have a choice in how they provide this information, and the experience varies widely from hospital to […]