{"id":2123,"date":"2024-08-02T21:47:42","date_gmt":"2024-08-02T19:47:42","guid":{"rendered":"https:\/\/www.linkidoc.fr\/blog\/2024\/08\/02\/ameliorer-lengagement-des-patients-grace-au-centre-dappels\/"},"modified":"2024-08-02T21:47:46","modified_gmt":"2024-08-02T19:47:46","slug":"ameliorer-lengagement-des-patients-grace-au-centre-dappels","status":"publish","type":"post","link":"https:\/\/www.linkidoc.fr\/blog\/2024\/08\/02\/ameliorer-lengagement-des-patients-grace-au-centre-dappels\/","title":{"rendered":"Am\u00e9liorer l&#39;engagement des patients gr\u00e2ce au centre d&#39;appels"},"content":{"rendered":"<div>\n<p>Une prise de rendez-vous compliqu\u00e9e et des exp\u00e9riences frustrantes dans les centres d&#39;appels peuvent inciter les patients \u00e0 chercher des soins ailleurs. Lorsque les patients sont confront\u00e9s \u00e0 de longs d\u00e9lais d&#39;attente, \u00e0 des syst\u00e8mes automatis\u00e9s d\u00e9routants ou \u00e0 un personnel peu serviable, leur frustration peut les amener \u00e0 changer de prestataire de soins de sant\u00e9 qui offre une exp\u00e9rience plus fluide et plus efficace.<\/p>\n<p>Conscients de ce probl\u00e8me, les responsables du secteur de la sant\u00e9 investissent de plus en plus dans des technologies et des strat\u00e9gies visant \u00e0 am\u00e9liorer l\u2019exp\u00e9rience des patients. Cela comprend la mise en \u0153uvre de syst\u00e8mes de prise de rendez-vous en ligne conviviaux et l\u2019am\u00e9lioration des op\u00e9rations des centres d\u2019appels. En outre, certaines organisations int\u00e8grent l\u2019intelligence artificielle dans les plateformes existantes pour pr\u00e9dire les besoins des patients et rationaliser les processus. Par exemple, l\u2019IA peut optimiser la planification des rendez-vous en pr\u00e9voyant les absences et en ajustant les horaires en cons\u00e9quence, ou en fournissant des assistants virtuels pour aider les patients \u00e0 s\u2019orienter plus efficacement dans leurs options de soins de sant\u00e9.<\/p>\n<\/p>\n<p>Les pr\u00e9f\u00e9rences des patients influencent consid\u00e9rablement la mani\u00e8re dont ils consomment l\u2019information et interagissent avec leurs m\u00e9decins. Il est essentiel que les \u00e9tablissements de sant\u00e9 tiennent compte de ces pr\u00e9f\u00e9rences. Par exemple, certains patients peuvent pr\u00e9f\u00e9rer la commodit\u00e9 d\u2019envoyer des SMS plut\u00f4t que de naviguer sur un site Web, tandis que d\u2019autres peuvent appr\u00e9cier le lien personnel et le r\u00e9confort que procure une conversation directe avec un agent par t\u00e9l\u00e9phone.<\/p>\n<p>En mettant l\u2019accent sur ces am\u00e9liorations, les \u00e9tablissements de sant\u00e9 cherchent non seulement \u00e0 fid\u00e9liser leurs patients actuels, mais aussi \u00e0 en attirer de nouveaux en leur offrant une exp\u00e9rience patient sup\u00e9rieure. Cette approche proactive peut conduire \u00e0 une plus grande satisfaction des patients, \u00e0 de meilleurs r\u00e9sultats en mati\u00e8re de sant\u00e9 et, en fin de compte, \u00e0 une meilleure r\u00e9putation sur le march\u00e9 concurrentiel des soins de sant\u00e9.<\/p>\n<h2>Am\u00e9liorer l\u2019exp\u00e9rience du patient<\/h2>\n<p>Un syst\u00e8me de sant\u00e9 bas\u00e9 dans le Wisconsin a voulu repenser l&#39;exp\u00e9rience des patients tout en s&#39;attaquant aux longs d\u00e9lais d&#39;attente et aux appels abandonn\u00e9s dans son centre de contact. La premi\u00e8re \u00e9tape consistait \u00e0 comprendre l&#39;exp\u00e9rience des patients. Pour y parvenir, le syst\u00e8me de sant\u00e9 a mis en \u0153uvre une cartographie du parcours du patient afin de mieux comprendre et anticiper les besoins des patients \u00e0 chaque \u00e9tape de l&#39;interaction. Cet exercice a permis d&#39;identifier les points sensibles et les possibilit\u00e9s d&#39;am\u00e9lioration, permettant \u00e0 l&#39;organisation de d\u00e9finir une vision claire et des principes directeurs pour son initiative.<\/p>\n<p>L\u2019un des objectifs principaux \u00e9tait de proposer une exp\u00e9rience omnicanale qui engage les patients en fonction de leurs pr\u00e9f\u00e9rences de communication tout en ajoutant des options de libre-service via un chatbot et un assistant vocal intelligent. De plus, le syst\u00e8me de sant\u00e9 a identifi\u00e9 plusieurs opportunit\u00e9s pour am\u00e9liorer les interactions personnalis\u00e9es et \u00e9viter aux patients d\u2019avoir \u00e0 se r\u00e9p\u00e9ter.<\/p>\n<\/p>\n<\/div>\n<div>\n<div>\n<p>S&#39;appuyant sur la vaste exp\u00e9rience de CDW dans le domaine des op\u00e9rations de centre de contact, une \u00e9quipe a \u00e9t\u00e9 constitu\u00e9e pour aider le syst\u00e8me de sant\u00e9 \u00e0 d\u00e9velopper sa plateforme. La nouvelle solution offrirait aux patients une exp\u00e9rience plus personnalis\u00e9e et fournirait aux agents plus d&#39;informations, leur permettant d&#39;authentifier les patients sans r\u00e9p\u00e9tition. Les int\u00e9grations avec le dossier m\u00e9dical \u00e9lectronique du syst\u00e8me de sant\u00e9 permettraient d&#39;envoyer des rappels de rendez-vous et de paiement de factures par SMS.<\/p>\n<p>Apr\u00e8s la mise en \u0153uvre, le syst\u00e8me de sant\u00e9 a identifi\u00e9 plusieurs indicateurs cl\u00e9s pour mesurer le succ\u00e8s de son flux de travail am\u00e9lior\u00e9. Les r\u00e9sultats parlent d&#39;eux-m\u00eames : les appels abandonn\u00e9s sont d\u00e9sormais inf\u00e9rieurs \u00e0 5 %, 80 % des appels re\u00e7oivent une r\u00e9ponse dans les 30 secondes et plus de 20 % des interactions sont trait\u00e9es en libre-service. <\/p>\n<p>Ce succ\u00e8s peut servir de mod\u00e8le \u00e0 d&#39;autres organisations de sant\u00e9, en particulier celles qui cherchent \u00e0 am\u00e9liorer l&#39;exp\u00e9rience des patients. L&#39;optimisation des flux de travail dans le secteur de la sant\u00e9 ne n\u00e9cessite pas toujours la technologie la plus r\u00e9cente. Il s&#39;agit souvent d&#39;affiner et d&#39;optimiser les syst\u00e8mes existants pour qu&#39;ils fonctionnent de mani\u00e8re plus efficace et efficiente.<\/p>\n<p>Technologies de la sant\u00e9<\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Une prise de rendez-vous compliqu\u00e9e et des exp\u00e9riences frustrantes dans les centres d&#39;appels peuvent inciter les patients \u00e0 chercher des<\/p>\n","protected":false},"author":1,"featured_media":2124,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[228,582,2173,62,694,2172,89],"class_list":["post-2123","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classe","tag-ameliorer","tag-centre","tag-d39appels","tag-des","tag-grace","tag-l39engagement","tag-patients","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-50"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - 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