Patient Experience (PX)

Patient experience (PX) is similar to customer experience in the sense that the goal is user satisfaction but differs since the end goal is the overal health and wellness of the patient. Patient experience primarily focuses on the relationship between the healthcare provider and the patient and the level of care, impression, and flow of communication during the experience.

Often, the stakes of patient experience are higher than those of a user who needs customer service. After all, physical health and well-being are on the line. To provide a great patient experience, healthcare providers should focus on convenience and ease of use, especially when it comes to routine activities like appointment scheduling. Modern-day healthcare providers leverage AI in their PX journeys to decrease wait times, ensure that patients are getting the correct information, and that patient confidentiality is at the forefront of every patient interaction.