Enhancing customer experience: key critical factors in home hospitalization

Abstract

In the pursuit of improving customer experience in private healthcare, it is important to focus on identifying important areas for improvement in order to give a better experience to clients in areas like Consultation, Hospitalization, and Home Hospitalization. The research tries to identify pain areas in the existing customer journey at CUF by analyzing current customer touchpoints and feedback systems. The goal is to develop a unified and patient-centered experience that not only meets current healthcare requirements but also inspires long-term involvement and commitment. With the pandemic, it was necessary to admit that the health industry must be able to function a lot more remotely. The industry is already developing and implementing technology solutions to improve clients’ access to healthcare delivery and clinical trials. The hospital business is a significant contributor to the economy and a significant source of employment in all areas. To fulfill the requirements of today's society, the health industry must allow itself to change. Hospitals cannot continue to operate under the same commercial model. Hospital systems must abandon their attachment to the past and embrace a new healthcare paradigm.