CCD Health

3 Ways to Provide an Exceptional Patient Experience During COVID-19

COVID-19 has forced medical centers to invest in virtual processes. Here are 3 ways you can still provide an exceptional patient experience.


A negative patient experience can significantly harm your medical center’s business outcomes over time. Missed appointments, lost revenue, and idle equipment and resources all impact your bottom line, but also how patients perceive your care according to their predetermined expectations. 

Much of their experience is set before they step into your facility. Your website, online presence, scheduling, insurance verification, and other communication outreach all combine to set a level of care expected from your outpatient medical center before the appointment. 

In the age of COVID-19, the shift to virtual appointments and care has further impacted the patient experience. While patients may not be sitting in your waiting rooms or interfacing with your front desk reception, they’re still receiving calls from your representatives and continuing to interact with your facility virtually. In fact, they are likely scrutinizing your practices now more than ever for a seamless experience.

Just because COVID-19 has shifted both patient expectations and how appointments are conducted doesn’t mean you have to stop providing exceptional patient care at every touchpoint. This blog will cover the top three tips on how to improve the patient experience before they come in for an appointment. They are relevant not only for conducting appointments during COVID-19 but will positively impact your patients at any time.

What is the patient experience? 

Unlike patient satisfaction, patient experience is the set of expectations your patients have surrounding the care you’ll provide and how your provided care aligns with these expectations. 

To ensure a positive patient experience, it’s important to set the proper expectations with your patients and provide patient-centered care. From excellent customer service to building trust, these focus points can ensure a patient re-visits and promotes your healthcare facility to others. Read more about using empathy to interface with your customers here. 

Patient experience considers every interaction and touchpoints a patient receives, from scheduling the appointment to the follow-up. If a patient has a negative experience, they may not return to your facility or recommend it to others.

Tips to boost the patient experience before they step foot in your office

Here are ways you can boost the patient experience and provide excellent care at your healthcare center: 

1. Accelerate patient scheduling and check-ins

Long waiting times and inefficient scheduling systems can negatively impact a person’s experience with your healthcare facility. Consider the following actions to accelerate and streamline the process:

  • Update your patients regularly on wait times. It’s better to over-communicate and help set customer expectations than leave them wondering or confused. By notifying your patients the instant an update becomes available, you play a hand in setting a customer’s expectations and this ensures they won’t be in for any surprises when they visit your facility.
  • Provide self-check-in services. In general, people are trending more and more towards self-service tools. The tools offer convenience, especially for those who find themselves busy and unable to answer phones or make a call. By providing self-check-in services, you also free your staff’s time to focus on important office tasks.
  • Outsource a healthcare contact center to manage appointments. COVID-19 has disrupted staffing across the globe. By using a healthcare contact center, you can both provide your patients with a seamless scheduling experience and save your staff resources.

2. Invest in telehealth 

According to Deloitte’s Survey of US Health Care Consumers, 80% of patients are more likely to consider virtual visits post-COVID-19.  

More than ever, it’s crucial that your outpatient medical center can deliver high-quality virtual visits with the same standards as an in-person visit. Training your care providers is critical to meet your patient’s high expectations; after all, most patients expect the same care from telehealth that they would receive from an in-office visit.

If you are investing in telehealth, go through the process as if you were a patient to perform quality assurance checks and guarantee that the process is smooth and streamlined for the patient.

3. Make paperwork available on your website

Provide any paperwork on your website to streamline appointments. Not only will this give your patients the chance to fill the paperwork out without rushing or stressing, but it will also make things go more smoothly once they arrive at your office.

Once the paperwork is online, you can direct patients to the appropriate area during your pre-appointment communications. This will also help set patient expectations; they can fill out any questionnaires and ask questions ahead of time, which will help you make their experience more personalized. 

Improve your patient experience at every touchpoint

There are many ways for your outpatient medical center to improve the patient experience. Taking the necessary measures to provide excellent service can increase both patient retention and positive reviews to improve your bottom line. 

To learn more about how CCD Health can help you provide an exceptional patient experience and turn it into a competitive advantage, contact us.

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