By Carlos Baltodano, Ubiquity
Say you need medical attention—and you have a choice of two equally qualified, competent doctors.
Would you choose the doctor who doesn’t take your problem seriously and makes you work to get answers? Or the doctor who really listens to you and makes you feel involved at every step of your treatment?
In the same way that patients judge healthcare professionals for their bedside manner, they’ll expect to feel understood and listened to by their healthcare brand’s service partners, too.
But many healthcare providers consider outsourcing a necessary evil rather than a valuable force for good. When outsourcing becomes a series of transactions to cut costs and chase KPIs, service quality declines and patient experience (PX) suffers.
A Relationship-based OutsourcingTM approach puts PX first. It not only improves cost-efficiency and increases positive patient outcomes—but positions empathy as the key ingredient for developing productive connections with your patients.
Choosing a BPO partner who really understands empathy can boost patient satisfaction and business growth for the long term. So what should healthcare brands look for in an empathetic BPO?
With nearly a decade of experience serving leading healthcare brands, our team has identified seven principles for empathy that BPOs must follow to elevate their clients’ PX.