Article Review Discussion on increasing pressure on healthcare organization

Article Review Discussion on increasing pressure on healthcare organization

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The article by Nayyar (2021) discusses the increasing pressure on healthcare organizations to adopt strategies meant to enhance customer experience. The findings in the article indicate that the healthcare sector has been lagging behind most industries in meeting the desired expectations of the patients. Consequently, enhancing the customer experience has become the top priority for most organizations in the sector today. Article Review Discussion on increasing pressure on healthcare organization Nayyar (2021) notes that people’s experiences during the pandemic have increased the pressure on healthcare organizations. Firms in other sectors have been utilizing emerging and evolving technologies to significantly improve customer experience through, for instance, offering their services online. Consequently, people have increased expectations that healthcare organizations should emulate firms in other sectors. Nayyar (2021) describes the opportunities that healthcare organizations have to improve customer experience in the future. First, they can do so by offering telemedicine, e-triage, and virtual care services. Thus, such services are likely to become popular in the future. Article Review Discussion on increasing pressure on healthcare organization Nayyar (2021) also describes how healthcare organizations can use technologies to enhance data-driven service approaches to enhance customer experience.

Remarkably, the article by Nayyar (2021) highlights a challenge that has become rampant in healthcare organizations. In most reviews of healthcare services, customers or patients have reported issues such as delays, high costs, and rigidity in organizational systems. Such issues have adverse impacts on customer experience. Healthcare organizations should swiftly implement strategies that will enable them to catch up with firms in other industries in offering customer experience. Fortunately, they can implement new strategies meant to enhance customer experience and adopt data-driven approaches by utilizing the continuous quality control approaches proved to be effective. The approaches can enhance customer experience by implementing telehealth and other related services driven by technology. The quality control strategy should include a feedback loop that will support implementing a data-driven approach to achieve success Article Review Discussion on increasing pressure on healthcare organization.

References

Nayyar, G. (2021). The Customer Experience in Health Care: New Journeys Ahead. Harvard

Business Review Analytic Services. Retrieved June 19, 2021, from https://hbr.org/resources/pdfs/comm/salesforce/SalesforceCXHealthCare.pdf Article Review Discussion on increasing pressure on healthcare organization