The following is a guest blog post by Bogdan Lupu.
I work in a technology company. Most of my friends work in companies either handling technology or providing technology related services. In our day to day work it’s all about optimizing, streamlining and getting things to improve even if only by a little. It’s become a habit whenever dealing with something to ask the question, well how could this be better?
Now, having said all that, whenever I must go to the doctor or have a routine check I expect it to take up a whole day. That’s not true most of the times, but everything from the thought of making the appointment, being scheduled weeks after and then filling out the endless stream of forms make me feel impatient even before picking up the phone.
Imagine my surprise when I had to do a routine eye check-up and was told to book an appointment online on the clinic’s website.
The first thing I noticed was that the mobile appointment form was perfectly optimized for my phone. I could press everything without having to zoom in and out and it felt somehow natural.
The good surprises came rolling after. I got the scheduling confirmation directly via email and a link to save it in my calendar. After arriving and being greeted by the polite receptionist by name, I was asked to just go in and see the doctor. Having already filled out all the required information when scheduling the appointment, there was no need for any other paper forms.
After my visit, I got an email and I was kindly asked to fill out their patient satisfaction survey.
It seems that customer experience is now a priority within the healthcare sector with patient engagement and secure data collection as their top priorities.
I’m looking forward to my next annual check-up.