Patient Experience Management

Today’s experience doesn’t start when the patient walks in the door of the healthcare facility; it starts the moment the patient asks a family member, a friend or Google about that fever, that itch, or that sore throat. How do you make sure your clinic or hospital is recommended by all these people or the search engine?

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Key challenges

1

Responsiveness

Patients often complain of waiting for long periods of time before being listened to by the nurse or seeing the doctor.

2

Communication

From the very first interaction to disease diagnosis, how the health workers communicate with patients or their family is critical.

3

Reassurance

Unlike shops or restaurants, nobody wants to go the hospital because it's pleasant. It's common to hear patients who do not feel reassured.

It's all about the human interaction

Develop a patient-centered relationship from appointments to hospital bills. Holistically care about the patients’ emotions and pain points along their journey.

The RightCom XP ™ platform helps healthcare facilities enhance the patient experience by gathering information from all communication channels to understand and respond to patients' needs, improve their care, and ensure patient satisfaction.

It's all about the human interaction
  • Fast service

    A better organisation of the reception reduces drastically the perceived waiting time and patient frustration.

  • Improve health worker-patient engagement

    The more attention health care professionals give to patients, the easier is to gather insights from patients and monitor their treatment throughout time.

  • Boost frequentation

    Health facilities that are known for offering an excellent patient experience will get stellar reviews and experience more frequentation.

  • Increase financial ROI

    Hospitals with high patient-reported experience scores have higher profitability mainly due to lower administration costs that result from improved patient journeys. 

What are the risks for health facilities?

Bad reputation

Bad reputation

Health facilities with negative reviews from patients will lose market share due to bad reputation.

Poor care

Poor care

The lack of insights on experiences makes it difficult to understand the what patients value.

Low frequentation

Low frequentation

Patients that experience bad service will stop using the services or recommending the hospital.

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