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Keeping the Pulse On Patients
Healthcare
The Challenge
A leading supplier of medical care services in the Midwestern United States was looking to better understand the patient experience following a noticeable reduction in appointment bookings. The medical provider had determined their patients were only booking appointments on average 1.3 times, leading them to believe their patients were unsatisfied with the level of medical care they were receiving after their first visit.
The Work
ANDX designed a program to collect feedback at each checkpoint along the patient journey with their brand. Feedback checkpoints included appointment booking, pre-appointment screening, the patient waiting room experience, their experience interacting with medical practitioners the day of their appointment, and the payment process.
Our experience research revealed that wait times were a significant source of patient frustration. While patients expected at least a 30-minute wait time for their appointment, they also expected to be provided a realistic estimate of wait-times, which they were not previously receiving.
To help our client manage patient expectations, we installed and integrated our digital signage solution to display patient wait-times on screen in the waiting area and featured content to help occupy and entertain patients during their wait times. A nearby screen displayed digital ads for related local area providers, such as a pharmacy, that also created a revenue stream to our client to offset the cost of the digital screen investment.
Our experience research revealed that wait times were a significant source of patient frustration. While patients expected at least a 30-minute wait time for their appointment, they also expected to be provided a realistic estimate of wait-times, which they were not previously receiving.
To help our client manage patient expectations, we installed and integrated our digital signage solution to display patient wait-times on screen in the waiting area and featured content to help occupy and entertain patients during their wait times. A nearby screen displayed digital ads for related local area providers, such as a pharmacy, that also created a revenue stream to our client to offset the cost of the digital screen investment.
The Payoff
Within six months, our data was able to reveal a measurable increase in appointment bookings and evidence of repeat customer appointments and even customer referrals. Two years after adopting the solution, the offices reported more than 40% increase in repeat appointment bookings, resulting in a material increase in appointment revenues.
