Why are consumers demanding around the clock patient care? We’ll walk you the three major reasons.
1. “Quick” Has Changed
It used to be that a practice that would respond to patient queries first thing in the morning was deemed fast and reliable.
Now, with the influence of the web and tech giants like Amazon, consumers are being trained to expect immediate results. Customer definitions of what’s considered fast or not fast grows more extreme on a daily basis.
That expectation applies both to the speed of service but also to the speed of response that they expect from you. Responding within twenty fours is simply just not good enough for the modern consumer. In internet time, that’s an eternity.
2. Patients Want Accurate Information
Consumers are nothing if not inquisitive. With the internet, your products and services are always in the spotlight. When a customer feels the need to provide comments, feedback, or ask questions about the services your business provides, they’ll want to be able to right that second, not later.
If potential or current patients aren’t able to get information clarified when they need it, they’ll very likely look for help from someone who can. Unless the information on your website is kept completely up to date and covers any questions a consumer might have, you’ll likely find patients wanting to reach out to youat all hours of the day or night.
In the medical field, patient questions can be incredibly specific. General information found online is typically not enough to quell concerns or provide the information needed. If you want to be there for your patients in the way they need and may even expect, you need to be reachable at all times.
People are distrustful of and have negative reactions to companies that they feel are inauthentic. Sending them to a recorded voice message or automated robot can easily make them angry. They can begin to feel as if they’re not actually being heard.
Patient Care Is A 24/7 Task
All industries have gone through massive changes in the way they handle consumer needs. Patient care is no different. The days of taking queries and giving help only during business hours are over.
Now the average patient expects you present and ready to help them at any time.