The 1980’s brought about a shift in healthcare to a “delivery of service line” strategy that focused, on the satisfaction of the patient — basically the type of service model you expect when you visit a restaurant. This strategy continues to evolve as patient demographics, patient expectations and technology shape the way providers and patients engage with each other.
The expectations of patients and consumers alike are transitioning and transforming to a consumer-based model that allows more options. They are discovering that healthcare systems are starting to adopt and implement customer experience strategies. For example, creating optimal access to appropriate levels of care to achieve specific quality standards, such as appointment scheduling via the internet, text message and/or mobile apps. These forms of accessible communication lead to the patient getting the appointment they want with the end result being a positive patient experience.
Text messages have a 98% open rate, while email has only a 20% open rate (Mobile Marketing Watch).
Tracy has nearly 20 years of sales, field training and management experience, and has spent most of the last decade in the ambulatory space. His diverse background encompasses ambulatory EMRs, imaging, patient experience, outpatient access and patient flow. Tracy joined TeleTracking from Jellyfish Health where he was responsible for new sales and marketing strategy related to patient self-scheduling. Prior to Jellyfish, he held commercial roles with NextGen Healthcare, Konica Minolta, Greenway Medical Technologies, and Ricoh Americas Healthcare.