Patient experience: how to make customer service to be more efficient in healthcare?

Currently, relationship and service strategies are essential for business consolidation. And it would be no different in the area of ​​health. In this scenario, the patient’s experience becomes increasingly essential in the practices developed.

As in other segments, customer service in clinics and hospitals is crucial to patient satisfaction. However, it is not just that factor.

According to Marcelo Alvarenga, Medical Manager for Patient Experience at Hospital Sírio-Libanês:

Satisfaction is the perspective on service, but only one component of the experience. The concept of patient experience is broader. This is a combination of all the other important service factors, adding up to everything the patient has experienced at the institution.”

Therefore, an effective patient experience strategy must consider different factors, starting with customer service. Find out more below!


Promoting a good experience in hospitals and clinics depends on the preparation and the appropriate structure of service. Check out the main steps in this process!

1. Count on a well-trained team

Despite being the most common tip, it is also one of the most important. Staff training will influence the patient’s first perception of the institution. Which can impact his whole later idea of ​​the place.

It is worth mentioning that all professionals must be trained. This ranges from those who stay at the reception to provide immediate care to nurses and doctors.

Another group of professionals who need training is the call center team. Thus, it is possible to standardize the clinic’s practices and customer care processes.

2. Humanize and personalize patient care

The main difference in health care is to receive a person who is already fragile and sensitive. Therefore, if humanization is important in other segments, in the hospital, it is paramount.

Humanized care must be part of the training of professionals. But it must also be present in the manual of protocols to be followed.

Therefore, it is necessary to always respect and empathize. In addition, ensure that the team is able to treat the patient by name, easily access the history, streamline procedures and refer them to the consultation in the shortest possible time.

3. Use technology to optimize service

Different tools can be deployed by managers to provide improvements in patient care and experience.

A great option is the digital agent, a technology that enables automated service in different communication channels. Whether by phone, chatbot, WhatsApp, among others.

Thus, the solution streamlines customer service and demands resolution, such as scheduling appointments, accessing exams, issuing payment slips, among other items. All without the need for human operator intervention.

Another key tool is the omnichannel platform. The system offers a wide variety of relationship channels, such as email, phone, chat, WhatsApp, SMS and others.

With this, the platform allows the integration of channels. And in this way, the patient can direct a contact to the phone that was being made by WhatsApp.

4. Optimize after-service

Through technology, it is also possible to invest in a more personalized and efficient after-service.

The resources can, for example, be configured to contact the patient’s preferred channel and verify the need for any additional service or assistance.

At this point, it is also possible to do an automated satisfaction survey.

In addition, with data intelligence, journey mapping and relationship history, the solution can also analyze the patient’s needs. And, thus, it is possible to suggest consultations, exams, among others.


As mentioned, technological solutions are great ways to optimize customer service and make it more efficient in hospitals and clinics.

OlosChannel is an omnichannel platform that offers data intelligence, automation and integration to provide a superior patient experience.

This makes it possible to process contact information and identify trends and consumer preferences. Thus, the system provides personalized service and, consequently, improves the relationship with the customer.

And that’s not all. OlosChannel has Olos Web Interactive (OWI), Olos’ exclusive digital agent, integrated to automate the functions of SAC, collections and sales, from start to finish, through a visual, audible and interactive self-service platform.

Get to know OlosChannel and see the tools that can be implemented in your hospital or clinic to improve the patient experience. Want to know more? Contact us and request a demo!

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