How Patient centricity & omnichannel enables leading Hospitals Groups to reimagine Patient care?

Saurabh Patel is an inspiring Customer Experience & Digital Transformation Leader with international experience across FMCG & Healthcare. He is the Group Head of Marketing & Digital Platforms at IHH Healthcare, one of the largest Private Hospital Group in the World with ~80 Hospitals in 10 Countries (Malaysia, Singapore, India, Türkiye...) and Hospital Brands like Acibadem, Gleneagles, Mount Elisabeth, Prince Court, Fortis, Pantai, Parkway with a global revenue of 4.65 Billion US$ in 2024 TTM according to companiesmarke...
Saurabh Patel & Guillaume Villard discuss how global leading private Hospitals Groups are reimagining Healthcare & Patient care thanks to Patient centricity, omnichannel Marketing & Patient's engagement.
They discuss fantastic innovations that make Customer experience friction-less and talk about the importance of data to constantly measure NPS (Net Promoter Score) & CSAT (Customer satisfaction) but also act as a cross-functional team to map the Patient journey and constantly seek to ease its experience on 3 dimensions (medical outcome, Quality of service, Operational efficiency), Saurabh and Guillaume talk about the future role of A.I. (Artificial Intelligence) in Patients' care, virtual hospital concept & future trends, how to successfully drive innovation, how Pharmaceutical & Medical Device Companies can provide more value to Patients through HCPs (Healthcare Professionals) & Healthcare facilities... And much more!
Whether you are a Healthcare, Pharmaceutical, Medical Device, MedTech, BioTech professional or simply in Digital Marketing, Customer experience, omnichannel, data & Commercial Excellence, you will find this video with Saurabh Patel very insightful!
🟩 How Patient centricity & omnichannel enables leading Hospitals Groups to reimagine Patient care?
🕓Timestamps:
0:00 Intro
0:41 Define Customer Experience in Healthcare
2:36 Start of Patient journey and their expectations
4:35 How do you measure CX, CSAT?
7:11 Ho do you leverage data to enhance CX?
9:59 What Digital Touch-points to enhance CX in Healthcare?
12:44 Virtual Hospital as a mean to ease CX?
16:26 How to encourage GPs to refer their Patients to IHH Healthcare?
19:07 Expectations towards Pharma & Med Tech Providers?
22:13 Your vision of the future of Patient Experience?
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