10 Technologies Transforming Customer Experience In Healthcare

10 Technologies Transforming Customer Experience In Healthcare

The root for "hospital" is from Old French "hoste," so "host" or "guest." Synonyms for a server are abundance, prosperity and wealth.

That is not exactly what we think about when we imagine a hospital today. Too often we choose what's presented without inquiring why. By way of example, why can't a hospital be more like a luxury hotel than a hospital?

When I think of a hospital I think of anxiety and bad vibes. Patients are afraid of employees, and employees are fearful of being prosecuted. We think of aloof doctors and under-appreciated management. Vulnerable patients have been abrasively stuffed into a system which doesn't want them there.

The hospital that morphs itself into a luxurious hotel, now that's something to think about. It all comes down to innovation and customer experience.

Listed below are 10 cases of customer experience invention that transform the hospital to become a luxury resort.

Virtual Reality (VR)


Instead of having to go to a doctor's office for treatment, VR enables patients to get the care they need from the comfort of their home. A recent analysis gave patients VR glasses along with a digital coach who put them through a string of virtual situations to tackle their fear of heights. The evaluation patients resisted their fears much better than those who did not use VR glasses. This technology may extend to other mental health remedies to make care easier to get, more practical and less expensive.

Artificial Intelligence (AI)


AI has the capability to transform almost everything about healthcare. However, the biggest impact of AI and machine learning might be in logistics and scheduling. AI could be programmed to get improved ordering, smarter charging and adaptive staffing to be sure patients have access to the right staff and become billed properly, which are a few of the biggest pain issues in healthcare. More than 1,700 hospitals around the country utilize 3M's AI-powered medical scheduling program, which accelerates the coding and billing process with 98 per cent accuracy.

Internet of Things (IoT)

Devices connected to the Internet of Things like smartwatches and physical fitness trackers enable care providers to better track their patients. Doctors from the Mayo Clinic use fitness trackers to remotely measure the activity rates of coronary patients. More movement typically leads to a quicker recovery from surgery.



Chatbots may substitute virtually every individual interaction from the scheduling and billing processes. Nearly all patients say the healthcare scheduling system needs to be digitized and automatic. Most clinics are working with chatbots such as Florence, a health professional that can schedule appointments, provide medication reminders and more. Instead of waiting on hold, patients can merely chat or speak with a chatbot to prepare a suitable time and receive a reminder.

Big Data


Many workplaces are creating data analytics methods to monitor patient tendencies and make the most of the large quantity of data in healthcare. This info can help determine exactly what times of day will be most popular for appointments and also track the spread of ailments such as preventive action. Propeller uses GPS-enabled inhalers to monitor trends and create much better treatment plans for people suffering from asthma. Rather than manually sorting through the input, large data makes it easy to see where and when patients are utilizing their inhalers.

Virtual Networks


Patients are often seen by numerous physicians, but there can be too little communication between the care team. Many providers are turning into virtual networks to connect providers and break down the traditional silos of individual data. Kaiser Permanente dermatologists in San Diego review pictures of skin ailments and discuss the information immediately with every patient's primary care provider. Seeing patients almost lets them function 50 per cent more patients per month and quickly keep the whole care team in the loop.

Lighting Control Systems


Hospitals are famous because of its cramped and having plenty of artificial light. Studies have revealed that patients treated in sunny rooms have significantly shorter stays than those treated in darker rooms. Many hospitals, such as Masonic Children's Hospital in Minnesota, are shifting to lighting control systems which place the power from the hands of the patients. Masonic Children's utilizes a patient-controlled lighting system to help regulate circadian rhythms and reduce hospital stays in babies and children

Individual Temperature Controls


Some patients run hot, while other patients want their rooms to be cooler to deal with their symptoms. In an effort to increase patient comfort, physicians are installing different temperature controls which allow each individual to set their space to their own comfort level. Penn Medicine's Princeton Medical Center uses these systems so that individuals can place their room at the right temperature for improved relaxation.


Many patients prevent getting the attention they need as it is inconvenient to make an appointment, visit the doctor's office and wait patiently to be seen. Telemedicine opens doors for patients to be seen almost in their home at a time that's convenient for them. The University of Arkansas employs a telemedicine system to better serve high-risk pregnant girls in rural areas. Because these patients can now get care virtually, infant mortality rates have fallen in the region.

Employee Feedback


A number of the most customer-focused hospitals have a culture of innovation which stems from opening the doorway to opinions. Many clinics allow employees to make suggestions about how to enhance the experience for patients and suppliers. Boston Children's Hospital's Innovation and Digital Health Accelerator allows employees of all levels to indicate new technology and innovation, as well as awards, grant money for them to make it occur.