“Healthcare must approach customer experience, including patients and members, the same way that other industries approach CX.”
– Forrester analysts Faith Adams and Arielle Trzcinski
Modern healthcare is fraught with challenges. Limited budgets. Privacy regulations and the threat of litigation. The complexities of insurance, Medicaid, and Medicare (and their reams of accompanying paperwork) that deplete valuable time and energy. Healthcare facilities must address each of these while also delivering quality care — and the perception of quality care has changed dramatically over the past several years.
Patients have become consumers. The internet and smartphones have conditioned people to expect immediacy and convenience. They want to read doctor reviews, schedule appointments, view lab results and order prescriptions easily from their own devices. They want their care to be personalized, simple and efficient, and they want to know their private data is safe.
OZ’s advanced analytics consultants have engineered systems to reduce costs and improve hospital efficiency. We enable secure and reliable cloud networks making telehealth possible. Expertly deployed sensors and other IoT devices ensure healthcare facilities get the most out of their equipment by flagging potential problems and recommending the best maintenance schedules. We design data management solutions that can process diverse sets of information on everything from bed counts to nurse schedules to supply orders.
OZ consultants use new technology to transform the clinical experience for doctor and patient alike. Robotic process automation (RPA) facilitates swift appointment-setting. Surgeons equipped with virtual reality (VR) technology can scan a patient’s MRI and CT images into a VR headset and guide a patient through the procedure before entering the OR.
Machine-learning programs can help physicians detect and diagnose diseases faster. And OZ’s solutions enable telehealth services to connect health providers with patients whose mobility, location or time constraints might otherwise prevent them from receiving care.
OZ’s solutions and tools help hospitals squeeze optimal value out of their budgets, so they can continue delivering the best patient (customer) experience.
The best doctors approach their patients with equal parts empathy and clinical skills. Healthcare companies must do the same.
Murray consults with clients to create digital solutions that align with their vision, markets, customers, and products. Prior to OZ, Murray co-founded Biztegra, a digital marketing, engagement and technology agency.
He also held senior positions at some of the world’s largest digital agencies, including Razorfish and Sapient, and began his career at what is now Accenture. An IASSC Certified Lean Six Sigma Yellow Belt™, Murray earned his B.S./B.A. in computer science and finance from the University of Florida.
- Source: Forrester
OZ is a leading global consulting company whose services and solutions enhance Customer Experience through digital innovation.