PATIENT EXPERIENCE TOOLBOXES
The model of patient relations has changed irreversibly as the digital transformation of healthcare turned patients from passive beneficiaries into active decision makers. For the first time since Stone Age. Internet brought with it the emancipation of patients who gained a much wider access to information, which led to the raise in decisiveness. Companies in healthcare are no longer primarily in B2B communication with other medical entities and public administration, but in B2C.
This analysis is focused on teaching health care industry to understand how the culture of health is created – from observing market leaders and influencers to understanding the trendsetters in a target group.
This kind of research, as the base of Customer Experience planning, can be performed at any stage of business processes.