Hospitals and healthcare systems are well acquainted with the rise in demand for an optimized and frictionless customer journey—from a patient’s first appointment call to automated reminders, wayfinding, and essential provider information. And that’s because, by the numbers, an omnichannel patient experience delivers on customer loyalty. A 2021 McKinsey survey of more than 3,000 U.S. healthcare consumers found that satisfied patients are 28% less likely to switch providers. A successful patient experience means a strong foundation for compassionate issue resolution, for every contact point in healthcare: not just high-tech, but a high-touch experience, with empathy.
