HEALTHCARE
ILLUSTRATION PROVIDED BY ADOBE STOCK
HOW TO DELIVER A HEALTHY PATIENT CUSTOMER EXPERIENCE
WHY THE DIRECT-TO-PATIENT , FULLY REMOTE CON- TACT CENTER IS THE RIGHT COURSE OF TREATMENT .
BY JASON MERCER-POTTINGER
Fully remote , direct-to-patient ( DtoP ) contact centers - linking patients at home with agents at home - are becoming an increasingly popular way for healthcare providers to stay connected with their patients .
These centers have been in operation for a number of years in the U . S . And since the COVID-19 pandemic this industry has grown considerably outside of the country and in other types of healthcare systems .
DtoP promises improved patient outcomes and increased patient engagement . It shrinks capital and operating costs through minimizing or eliminating contact center real estate and onsite technology and utilities expenses , thereby freeing up resources that can be devoted to care and treatment .
20 CONTACT CENTER PIPELINE
In short , DtoP can deliver a superior patient customer experience ( Px ).
With advancements in communication technology , healthcare organizations are now able to operate their centers from anywhere in the world , allowing them to tap into a wider pool of talent and reach a larger patient base across different time zones ( TZs ).
I am going to share the benefits , challenges , and opportunities of DtoP based on my numerous years of experience within the health industry .
BENEFITS
1 . Improved patient outcomes . By staying connected with patients outside of traditional medical settings , healthcare providers can monitor patients more closely and catch potential issues before they turn into major problems . This can lead to better health outcomes for patients , as well as lower healthcare costs for providers and insurers .
DTOP PROMISES IMPROVED PATIENT OUTCOMES AND INCREASED PATIENT ENGAGEMENT . IT SHRINKS CAPITAL AND OPERATING COSTS ... THEREBY FREEING UP RESOURCES ...