How the Healthcare Industry is Delivering on Personalized Customer Care


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Customer service has taken on new dimensions in the modern age, where instant connection, instant results, and personalization are seen as a necessity, not a luxury. In retail, we want companies to know what we want, a representative available at every turn, and even a personality for the brands. Banking options should be custom built for us, with constant access and manageability through our smart devices. Anything that delivers less is sub-par and left in the dirt.

Yet there’s one industry that has drifted farther and farther from this new idea of customer service, and it’s the industry that needs it the most: healthcare. However, new technologies are revolutionizing this to deliver the same kind of personalized care you’d expect as a customer, not a patient. How are they doing it?

1. Data Analytics is Making Healthcare Personal Again

Since Big Data is all about gathering a nearly immeasurable amount of information, you’d think data in healthcare would even further remove a personalized experience from medicine. But on the contrary, while the resources and time are no longer available for doctors to make house calls and maintain friendships with every single one of their patients, data analytics is bringing back those winning results with the use of technology.

A doctor would understand their patient personally out of regular contact and make diagnosis based off patterns they naturally noticed. Data analytics takes all the information gathered on countless patients and picks out those patterns as well, offering those immediate insights to doctors so that they can react to patterns and offer better care. Even more, while the old style of doing things may have given the doctor insights on a half dozen patients and only their experience to rely on, data analytics gives a read-out on thousands of patients and the findings of thousands of other doctors, so the healthcare industry is no longer relying on the small scale, but is able to turn a personalized approach into an operation the size of an empire.

2. Tele-Health Making Communication Between Doctors and Patients More Immediate

The days of house calls have come and gone, but with telecommunications bringing an immediate connection between a patient and a doctor back into the fold, the healthcare industry is ushering in an improved modern variant. If something is wrong with your computer, you can easily log onto an online chat channel with tech support and have your questions answered, solutions decided on, and helpful actions taken.

Healthcare is now the same, giving people the chance to instantly log onto medical sites and text-chat for a consultation no matter where they are, what their finances allow, or what their issue is. Many doctors will arrange a channel of communication with their patients via smartphones or wearable devices so updates can be given and immediate feedback shared with the patient to improve their ailments or keep them in better health. That communication can also extend to further medical training, including classes online for things like medical transcription training.

3. IoT Better Connecting Doctors to Their Patients’ Health

Speaking of wearables, the Internet of Things is making it not only possible for patients to better manage their own health, but new devices such as internet-connected jackets or heart monitors are able to immediately transmit data to doctors.

Rather than taking on the expense of a weekly visit, doctors can regularly and more accurately monitor a patient’s condition through the device, with more insights than if they were to physically examine patients. This opens doors for making personalized calls in a patient’s care and maintaining more efficiency in treatment, where even days in between a visit won’t leave undocumented room for something bad to develop unnoticed.

A growth in population, changes in economy, and alterations in the culture hit healthcare hard; it become impersonal and disconnected. But in the modern age, the healthcare industry is making a comeback by taking advantage of the same tactics our greatest businesses are exercising. These three new tools for personalized care are changing the way we view our health and the way we address it, and as businesses drive to improve the way they connect with customers, healthcare will be adopting those ways to help their patients.

Rick Delgado
Freelance Writer
I've been blessed to have a successful career and have recently taken a step back to pursue my passion of writing. I've started doing freelance writing and I love to write about new technologies and how it can help us and our planet. I also occasionally write for tech companies like Dell.


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