We’re not just talking about the new drugs and special medical devices in the industry, but focusing on the “shell” of that industry: How the customer meets the medical market and what does it look like.
Interestingly, a lot of modern clinics with advanced medical equipment still forget about one of the most important aspects according to PWC research — customer comfort.
Our company has expertise in optimizing the IT core in medical projects and we are familiar with the problems it faces because we have been working with a lot of clinics in Europe and the USA. That’s why we have decided to describe 4 important and actual pieces of advice that will help you to build long term relationships with your customers and make them tell their family and friends about your services.
How to Help Your Clinic Get More Customers
- Create a Well-Designed and Useful Website
- Create a Mobile App
- Forget About Paper
- Create a Complex Data System
1. Create a Well-Designed and Useful Website
We know that this advice may seem rather obvious, but that does not diminish the fact that an appealing, easy-to-use site is supremely important.
A hospital web resource is currently one of the most important sales channels for medical services and related products. More and more potential patients are looking for the necessary information on the internet when choosing a clinic.
Imagine that you start to fall ill and your temperature begins to rise. What would you do first? If you are an average adult, the first thing you would do is to go online to find your symptoms.
Although the internet has long been the standard source for a wide variety of medical information, most clinics aren’t online.
For example, among the most common sources people use to find information about a medical condition, medical websites rank second on the list.
Other than getting a recommendation from a doctor, medical websites offer people information about specific conditions. Set up your site to attract patients by grouping relevant, useful information about diseases and treatment methods. Become an authority figure in the eyes of the users.
2. Create a Mobile App
The medical sphere is not the most popular one on the App Store or Google Play, but it doesn’t need to be to find success in the market.
At the moment, 81% of Americans are online on a daily basis. 45% use the internet several times a day, and only 10% of adults say they’re not on the internet at all. 86% of people who use the internet do so from a mobile device, meaning being mobile-friendly is more important than ever.
According to Holly Buckley, a partner at the McGuireWoods law firm, today's workforce is composed of more than 83.1 million millennials, whose health needs and the ways they obtain care differs greatly from the previous generations. The capabilities of the mobile application simplify the lives of customers who want to save time, but still want to take care of their health.
To develop a quality healthcare application, it’s important to take into account specific details of the industry and incorporate useful tools, as well. This is why finding a partner with deep experience in mobile development will lead to a quality application that allows users to:
- Find out more information about doctors and clinic
- Make online Appointments
- Set reminders of admission
- Make online payments
- Find patient support
- Be aware of news and special offers
- Rate doctors and leave comments
Allowing users to do these various things will make their experience much smoother and more appealing.
Here is a real-life example from our practice: We have worked with a clinic and developed a software solution for a chat consultation with a remote doctor. It also allows voicemails or video streaming, sharing clinical and administrative data, transmitting images, managing prescriptions, and remote patient monitoring.
The launched system has more than 10,000 users, which has exceeded the promotion and sales plan twofold.
3. Forget About Paper
Advances in modern technologies mean that almost every industry could be highly automated today. Already, 90% of production has been automated in some parts of the world, and the medical and security industries are on their way.
Lots of processes in the majority of clinics are still linked to paperwork: medical reports, medical history, bookkeeping, prescriptions, and others. Sometimes there are deeper reasons and there are legal obligations that lead to paper use. But oftentimes the reason is surface-level: a force of habit and unwillingness to move forward. But this is not an option anymore.
Automated systems are convenient and useful, and we know how to develop them. This is not to say that you should get rid of every paper in your clinic, but it is better to automate everything that makes sense to do so for a better customer experience.
Here is an example from our practice: We developed software for a network of healthcare medical centers. The idea of the project was that the doctors in the clinics were to dictate information about the patients and their visits into special devices. There are several steps that follow and, at the final stage the patient receives a letter with all the information about the treatment.
Initially, the architecture allowed 3,000 records a day. We optimized it and improved the business logic so it increased the load up to 80,000 records a day. Since the cooperation began, the client’s annual turnover has grown up to 35%, and the product cost increased by 87% during last year.
4. Create a Complex Data System
This system is a modern way of building a customer relationship and marketing and selling your medical services. People are interested in this type of system because it’s effective when all the parts such as data integration and orchestration are set up correctly:
The data in the image above includes personal and demographic, engagement, transactional, mobile devices, and onsite behavior, compiling a variety of information.
There are three types of data systems:
- Customer data platform (CDP)
- Data management platform (DMP)
- Customer relationship management (CRM).
The first two are used to gather information: CDP is a marketing tool that creates a database of customer info that is accessible to other tools, and DMPs serve advertisements and enable retargeting using cookies. They focus more on anonymous segments and categories than single customers.
CRM uses both of the above tools to create the most relevant and useful roadmap of further interaction for the user.
Start Improving Your Clinic’s Digital Impact
Some aspects of the medical industry require an urgent update due to the quick changes in technology. Now, more than just modern medical equipment, your business has to have up-to-date IT services and online tools. The tips we detailed can help with this.
We can help you with this part. Our business specializes in end-to-end software & mobile development projects and we’ve created more than 600 IT solutions. Anyone’s overall goal should be to make the process more seamless for existing and potential patients, so why not implement all the changes you can today?