Patient Experience Vs. Customer Experience

Published By : 16 Dec 2015 | Published By : QYRESEARCH

Customer experience is a strategic asset for many industries. Customer experience is the product of an interaction between a consumer and organization over a specific duration of the relationship. This interaction can include consumer’s awareness, attraction, awareness, purchase and use of product/service, discovery, and cultivation. Companies in many industries tend to value customer experience significantly as highly rated customer experience is an asset for companies. Higher customer experience (CX) makes it easier to retain existing customers and gain new customers.

Customer experience has proved itself to be a revenue generator for many companies. On the other hand, the healthcare industry has always been slow to adopt trends from other industries. Although gradually, the healthcare industry is now valuing and adopting the trend of customer experience. In the healthcare industry, this is known as patient experience. The formal definition for patient experience is not established yet as this is trend is quite new.

Nevertheless, hospitals are now considering patient experience as a strategic asset and increasingly adopting in their organizations. There are certain differences between patient experience and customer experience. In patient experience, patients are forced to participate, while in customer experience, customers can choose to participate. Furthermore, the emotional motivation of patients for higher patient experience is to avoid suffering. On the other hand, consumers want better CX due to their emotional motivation to seek pleasure.

Although these differences exist, there are more similarities between patient experience and customer experience. Patient experience is a parameter that is used to rank hospitals. Studies show that patient experience can greatly help to boost revenue of a healthcare organization. These benefits of patient experience have led to many hospitals making patient experience an integral part of their organization. However, there are many challenges that are preventing the adoption of this trend in the healthcare industry.

Presently, the adoption of patient experience is mostly observed in U.S. hospitals. Furthermore, this being a new trend, lack of standardization is challenging the adoption of patient experience. In addition to this, hospitals are tackling various key challenges in incorporating services that contribute to better patient experience. These include pain management, noise, and better discharge communication.

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