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Modernizing your contact center: The first step toward a more engaging patient experience


By Donna Martin, Senior Vice President, Global Health Care services, at Hinduja Global Solutions (HGS)

Article originally published on AnswerStat
Written by Donna Martin

While healthcare has traditionally been more reactive in nature, consumerism is driving a shift toward a model that is more proactive and puts patients at the center. As providers compete ever more fiercely for less revenue due to the financial crisis brought on by COVID-19, we fully expect to see a heavier focus on the consumerization of healthcare this year, and a major boost to patient experience as a result.

In fact, consumerism has already changed patient-facing communications for hospitals and health systems. This shift has been so major that many healthcare leaders are looking to other industries—such as banking and retail—to uncover best practices to adapt to the healthcare setting. After all, the people who shop at Amazon.com are the same people who shop for healthcare—and the experience of the former informs their expectations for the latter.

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