Even though the desire for most companies is to provide value, achieving that can appear quite difficult.
As digital tools increase the way data is collected and processed, this alone doesn’t improve the patient experience. In fact, if done poorly, can make the patient feel isolated and diminished.
The potential for perceived negative patient experiences to reach a massive audience are higher than they’ve ever been. This isn’t just damaging a net promoter score, but potentially reducing the perceived value future patients could experience or even preventing patients from seeking the next steps in treatment because of how they feel a brand or company is seen.
Furthermore, the amount of information that is available to the average patient is more than it has ever been in history. Patients who are trying to navigate a solution to their health concerns in a sea of data often don’t know where to look and can easily feel overwhelmed in just a few simple Internet searches.