Healthcare Is Trailing Behind the Travel Industry in Consumer Experience
Summary
Overbooked flights, lost hotel reservations, rental car trouble, long lines of stranded travelers and missing luggage are just a few examples of some of the disappointing customer experiences the travel industry is known for delivering. For example, West’s survey revealed that 83 percent of Americans believe healthcare organizations are more likely to run behind schedule or keep their patients waiting than companies from other industries. However, the Bureau of Transportation Statistics reports that in 2018, 17.7 percent of flights have been delayed by at least 15 minutes. But what airlines have figured out (and what many healthcare providers have yet to realize) is that by sending messages to notify fliers of delays, consumers are able to adjust their arrival time, helping to minimize frustration. This is only one example, but there are many other opportunities for healthcare teams to use technology-enabled communications to improve patient experiences.
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