The answer is in recognizing that patient experience (CX) isn’t just a service function — it’s a critical business driver that fuels long-term loyalty, trust and reputation. In an industry where satisfaction directly impacts outcomes and market position, organizations can’t afford to leave CX to chance.
Transforming patient experience into brand value
Industry data makes the business imperative clear:
- 91% of CX professionals believe empathy is critical to define and implement CX improvements, but only 36% say their organizations treat it as a necessity.
- Higher patient experience ratings are associated with higher profitability.
- Effective coaching boosts engagement and can lower staff attrition, directly influencing consistency in care and measurable KPIs like NPS (Net Promoter Score).
- Hospitals with strong patient experience programs see up to 30% higher satisfaction scores and 20% fewer readmissions.
For healthcare brands, this means there’s a significant opportunity to turn customer experience into a differentiated asset. By linking agent performance to patient outcomes and using targeted development strategies, healthcare organizations can see higher satisfaction scores and loyalty.
Hyper-targeted coaching powered by analytics and human expertise
A leading global healthcare brand recently faced mounting pressure to boost patient satisfaction. Despite strong service track records and a robust infrastructure spanning multiple countries and languages, leadership recognized that even incremental gains in agent performance could yield significant results for patients and brand loyalty.
The approach: precision coaching.
Leveraging advanced text, speech and interaction analytics, specific agent behaviors directly tied to patient satisfaction were identified, especially empathy, ownership and hold etiquette. Rather than broad-based training, the team implemented a hyper-focused 60-day coaching initiative:
- Agents grouped by performance tiers, with targeted interventions to help lift everyone — low performers to mid-level and mid-level to top-tier.
- Coaching sessions built around real healthcare scenarios: listening to patient anxieties, resolving complex insurance queries and offering compassionate guidance.
- Ongoing scorecard reviews and feedback reinforced a cycle of continuous improvement, helping agents learn from real interactions and track their progress.
Business impact that matters
The results:
- 15,000 coaching interactions executed in just 60 days
- Average empathy score rose by 5 points
- Ownership performance improved by 7 points
- Hold etiquette increased by 3 points
- NPS soared from 67 to 80 (+13 points)
For the client, these gains translated into real business value:
- Significantly improved patient satisfaction and loyalty
- Stronger differentiation in a crowded healthcare market
- Teams empowered and equipped to deliver on brand promises, consistently and compassionately
Building the foundation for tomorrow’s patient experience
While technology drives efficiency and scale, sustained business growth comes from empowered people trained to deliver genuine, empathetic interactions — enabled by technology. Hyper-targeted coaching can improve performance, but with a broader perspective on CX, it can turn every patient touchpoint into a competitive advantage.
Healthcare brands that treat CX as a strategic business solution, rather than a service function, will create lasting value for patients, teams and their own reputation for care that stands out in a competitive world.
Learn more about brands that have combined people, technology and data for CX success.