Healthcare Trends Report
The healthcare industry affects everyone. But it’s had a reputation for poor customer experiences – from long waiting times to missed appointments....
Putting Patient Satisfaction under the Microscope
A global trend report on the demands, pressures and challenges in healthcare
Patient flow is critical for the best healthcare experience
Putting patient satisfaction under the microscope
The healthcare industry affects everyone. But it’s had a reputation for poor customer experiences – from long waiting times to missed appointments. That’s why it’s important to deliver the best possible assistance while keeping patients moving comfortably through the system.
We know that as a healthcare provider you want to be there for patients every step of the way, but that’s a real challenge when you’re facing skills shortages, increased efficiency targets, and more demands on your time than ever before.
Keeping information and patients flowing is critical. To achieve this, organizations need to improve productivity, reduce unnecessary administration, and allow patients to exercise choice – all while focusing on quality of care. This is no easy feat, but thanks to advances in technology, it’s now much easier.
Global Healthcare Decision Makers have Spoken
Discover their challenges
Global healthcare decision makers have spoken
We spoke with over 600 decision makers* around the world in public services and healthcare. From our extensive findings, we understand that you have changing demands, pressures and challenges. Plus, the urgent need for better service and experience.
report feeling busier as there are more demands on their time than a year ago
are seeing increased demand from patients to use apps and social media for engagement
state patients are complaining more about waiting or queuing than a year ago
would be interested in seeing what is actually possible through patient journey management
* Research findings were taken from the Qmatic global research survey of over 600 decision makers across healthcare and public services (2018).
Get our recommendations to overcome them
Skills shortages, a need to reduce costs, additional demands, time pressure and meeting efficiency targets are just some of the challenges we know you face every day.
Our research reveals that, as a senior leader, operations or procurement manager, you suffer with skills shortages and acquiring talent to maintain the level of care needed for your patients. What’s more, you face spending cutbacks and the need to reduce costs while delivering and exceeding patient expectations.
Meanwhile, as a patient experience manager, you’re also under stress, with ever-increasing demands to improve your healthcare facilities – all with spending cutbacks. And not to mention the need to provide patients with highly secure data privacy and security.
of senior leaders say spending cutbacks or the need to reduce costs is one of the biggest challenges for their organization over the next 12 months
of IT managers say improving efficiency or meeting efficiency targets is one of the biggest challenges for their organization over the next 12 months
We understand how demanding and overwhelming these key challenges can be, but there is a solution that creates greater efficiency within your processes and enhances patient flow.
Turn your efficiencies into experiences
Put journey management tools in the hands of your patients and staff to reduce waiting and assisting times, minimize administration, and enable self-service.
Simplify your processes
Adapt your existing ways of working to dramatically improve the efficiency of your service delivery, reduce budgetary pressure and streamline your patient-facing processes.
Smooth out your patient flow
Keep your patients moving by providing faster services and added transparency throughout the experience, from pre-arrival to post-service.
King’s College Hospital Improves Patient Experience
with patient journey management
King’s College Hospital improves the patient experience in its children’s phlebotomy department
Qmatic has worked with the children’s clinic at King’s College Hospital to reduce patient waiting times for blood tests by 77% and improved patient data visibility. The average time patients spend waiting in a queue for a blood test has fallen from 90 minutes to 20 minutes.
Reduction of patient waiting times for blood tests
"The feedback we have had from patients and their families has been immensely positive"
Laura Duffell, Children’s Ambulatory Matron at King’s College Hospital
Technology is not a Barrier
Implement IT solutions without disruption
Technology is not a barrier
There is a need to implement and teach your staff about technology solutions, without causing any disruption.
Our report reveals that organizations, like yours, feel the need to have knowledge and appreciation of patient journey management if they want to implement IT solutions without disruption.
But there’s a lot of stigma around technology as a barrier, and it raises lots of questions like: will it cause disruption? Is it easy to deploy and use? Will it increase an employee’s personal workload and put a strain on an already stretched resource? And how much will it cost?
As a senior leader, you may be concerned about the technical challenges this tech would cause. And you’re worried about the increase in workload due to having more data and insight, as well as the added stress and expense to your staff.
As a patient experience, procurement or operation manager, you fear that technology would require you to re-engineer processes and roles – resulting in additional time and expense. Or it could be the level of security this technology would involve.
Do you believe data and insight can help you differentiate and provide better patient experiences?
Our top tips
Thanks to advances in technology, it’s now much easier to keep information and patients flowing. The first step is to understand how technology is not a barrier but an opportunity to harness the power of digital instead.
Focus on quality of care
Manage appointments and seamlessly check-in patients to see consultants on arrival, with constant information available to make your patients feel known, comfortable and informed.
Meet changing patient expectations
Provide ready-to-use mobile solutions, so appointments can be booked and managed in advance, and staff can focus on meeting and supporting patients to deliver a better all-round experience.
Relieve the daily pressures on your staff
Use virtual queuing technology to help reduce long queues and demands on your staff who currently check-in and direct patients where they need to go.
Investing in a Good Patient Experience
Get our expert advice
Investing in a good patient experience
The appreciation of patient journey management is critical to providing a good patient experience.
Our findings reveal that investing in technology can meet the needs of everyone across your healthcare organization – from senior leaders to IT managers. It has multiple benefits, including its ability to simplify processes and streamline workloads – two key focuses across your industry. But that’s not all.
It also provides business intelligence and data analytics to improve the patient experience and efficiency across your organization. And if that’s not enough, you can also make use of appointment booking management and mobile apps for your staff – helping them to meet patient needs and manage the workforce based on skillsets and service demand.
believe it’s important for their organizations to ensure a good patient experience
believe that the key benefit of improving the patient journey in their organization would be improved efficiency and productivity
Our expert advice
Investing in technology does more than just improving the patient experience across your organization. The benefits of business intelligence can allow you to better manage your workforce, reducing the strain on staff, allowing them to make better use of their skills to meet service demand.
Have the right people in the right place
By liberating your staff from administrative processes, they can put their skills to good use based on their expertise and service demand.
Gain visibility through intelligence and insights
Real-time management dashboards and reporting can provide you with a clear view of service demand and quality, patient feedback and waiting times.
Your Citizen Satisfaction Checklist
Take the first steps
If you want to take the first steps to increase patient satisfaction, you need to:
Understand the common patient journey issues faced in your facility
Understand your budgets and requirements
Engage all stakeholders on the need to invest and make improvements
of healthcare decision makers believe data and insight can help them differentiate and provide better patient experiences
At Your Service
Discover the digital intelligence you need to examine the experience of your patients and staff.
At your service
Discover the digital intelligence you need to examine the experience of your patients and staff.
At Qmatic, we understand the patient journey – it’s in our DNA. And we have proven the benefits of our global experience with many healthcare providers. We offer expert consultation and scalable solutions that are ready to implement, easy to use, and deliver immediate results. We also provide complete journey implementation – from experience design and technical deployment to results measurement. Plus, our ongoing support means we’re there for our customers, every step of the way.
We help healthcare facilities of all types use their existing resources to their best advantage, without adding to personal workloads. Our solutions provide everything from self-service mobile apps and digital tools to patient journey management that virtually manages the patient experience. And that means you get to harness the power of digital through real-time patient views and valuable insights that allow you to drive, control, and measure service quality. So, imagine what we could do for you.