{"id":2165,"date":"2024-08-23T17:39:30","date_gmt":"2024-08-23T15:39:30","guid":{"rendered":"https:\/\/www.linkidoc.fr\/blog\/2024\/08\/23\/ameliorez-lexperience-des-patients-grace-a-la-transformation-du-centre-de-contact\/"},"modified":"2024-08-23T17:39:35","modified_gmt":"2024-08-23T15:39:35","slug":"ameliorez-lexperience-des-patients-grace-a-la-transformation-du-centre-de-contact","status":"publish","type":"post","link":"https:\/\/www.linkidoc.fr\/blog\/2024\/08\/23\/ameliorez-lexperience-des-patients-grace-a-la-transformation-du-centre-de-contact\/","title":{"rendered":"Am\u00e9liorez l&#39;exp\u00e9rience des patients gr\u00e2ce \u00e0 la transformation du centre de contact"},"content":{"rendered":"<div>\n<h2>Le r\u00f4le de l&#39;IA dans les centres de contact des soins de sant\u00e9<\/h2>\n<p>L\u2019intelligence artificielle transforme le fonctionnement des centres de contact en g\u00e9rant mieux les t\u00e2ches administratives et le routage des appels, permettant aux agents humains de se concentrer sur les interactions qui n\u00e9cessitent plus d\u2019empathie et de complexit\u00e9. Cela am\u00e9liore l\u2019efficacit\u00e9 du flux de travail et l\u2019exp\u00e9rience du patient en r\u00e9duisant les temps d\u2019attente et en fournissant des services plus personnalis\u00e9s.<\/p>\n<p>Pour impliquer les patients, les fonctionnalit\u00e9s bas\u00e9es sur l&#39;IA permettent une communication proactive, comme des rappels de rendez-vous automatis\u00e9s et des renouvellements de m\u00e9dicaments. L&#39;analyse des sentiments bas\u00e9e sur l&#39;IA permet \u00e9galement aux centres de contact d&#39;\u00e9valuer la satisfaction des patients et d&#39;identifier les domaines \u00e0 am\u00e9liorer.<\/p>\n<p>Du c\u00f4t\u00e9 du personnel, les outils d\u2019IA sont de plus en plus utilis\u00e9s pour r\u00e9sumer les interactions t\u00e9l\u00e9phoniques et analyser les mesures de performance, ce qui affine la formation des agents et am\u00e9liore la qualit\u00e9 globale du service.<\/p>\n<h2>Ce que signifie un centre de contact moderne pour l&#39;avenir des soins de sant\u00e9<\/h2>\n<p>L\u2019h\u00f4pital g\u00e9n\u00e9ral de Tampa est un excellent exemple de syst\u00e8me de sant\u00e9 qui innove dans sa strat\u00e9gie CX. Il a consolid\u00e9 son approche gr\u00e2ce \u00e0 l\u2019Experience Center, lanc\u00e9 il y a plus d\u2019un an. Cette approche centralis\u00e9e a mis fin \u00e0 la fragmentation qui rendait l\u2019approche CX pr\u00e9c\u00e9dente difficile \u00e0 g\u00e9rer. Aujourd\u2019hui, le personnel de l\u2019Experience Center traite 30 000 appels par semaine et le syst\u00e8me a constat\u00e9 une diminution de 20 % du taux de non-pr\u00e9sentation aux rendez-vous, une augmentation de 47 % du nombre de rendez-vous pris en ligne et une augmentation de 75 % du nombre de rendez-vous disponibles en ligne.<\/p>\n<p>Un autre exemple est celui d\u2019un syst\u00e8me de sant\u00e9 bas\u00e9 dans le Wisconsin qui souhaitait r\u00e9soudre les probl\u00e8mes de temps d\u2019attente prolong\u00e9s et d\u2019appels abandonn\u00e9s dans son centre de contact. Le syst\u00e8me de sant\u00e9 souhaitait offrir une exp\u00e9rience omnicanal et inclure des options de libre-service via un chatbot et un assistant vocal intelligent. Les int\u00e9grations avec le DSE proposaient des rappels de rendez-vous et de paiement de factures envoy\u00e9s par SMS. Le syst\u00e8me de sant\u00e9 a d\u00e9sormais constat\u00e9 que les appels abandonn\u00e9s sont tomb\u00e9s en dessous de 5 % ; plus de 20 % des interactions sont trait\u00e9es en libre-service ; et 80 % des appels re\u00e7oivent une r\u00e9ponse dans les 30 secondes. <\/p>\n<\/p>\n<p>Ces exemples montrent que les \u00e9tablissements de sant\u00e9 peuvent transformer leurs op\u00e9rations de centre de contact, ce qui s\u2019inscrit dans une \u00e9volution \u00e0 l\u2019\u00e9chelle du secteur visant \u00e0 mieux accompagner les patients tout au long du parcours de soins. \u00c0 mesure que les outils et les processus du centre de contact continuent de m\u00fbrir, les \u00e9tablissements peuvent pr\u00e9voir davantage d\u2019initiatives d\u2019engagement des patients, telles que l\u2019envoi de rappels de soins par SMS ou l\u2019offre de contr\u00f4les personnalis\u00e9s afin que les patients se sentent pris en charge en dehors des murs de l\u2019h\u00f4pital.<\/p>\n<p>Les organisations de sant\u00e9 ne sont pas oblig\u00e9es de subir ces changements seules. Tout comme les personnes se tournent vers des sp\u00e9cialistes pour leurs besoins de sant\u00e9, les organisations peuvent trouver un partenaire dot\u00e9 d&#39;une vaste expertise en mati\u00e8re d&#39;exp\u00e9rience client qui peut les aider \u00e0 peaufiner une nouvelle strat\u00e9gie. CDW, par exemple, propose des services g\u00e9r\u00e9s, des ateliers et des missions de conseil strat\u00e9gique qui peuvent aider les organisations \u00e0 d\u00e9finir leur parcours client et \u00e0 concr\u00e9tiser leur vision d&#39;une meilleure exp\u00e9rience patient.<\/p>\n<p>Technologies de la sant\u00e9<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Le r\u00f4le de l&#39;IA dans les centres de contact des soins de sant\u00e9 L\u2019intelligence artificielle transforme le fonctionnement des centres<\/p>\n","protected":false},"author":1,"featured_media":2166,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[2207,582,1785,62,694,2202,89,578],"class_list":["post-2165","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classe","tag-ameliorez","tag-centre","tag-contact","tag-des","tag-grace","tag-l39experience","tag-patients","tag-transformation","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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