Interactive communication channels, digital in nature, augment the patient’s physical visit to the clinic resulting in a true omni-channel patient journey and experience, which healthcare providers can leverage to create more value both for themselves and for their customers. Healthcare providers are concerned with providing more value measured by outcomes and patient satisfaction, while reducing [...]
The Student Service Centres Conference or SSCC has been a fixture on the tertiary education landscape for the past decade. The conference was initiated by the Association of Tertiary Education Management and it seeks to identify best practice in customer service to students with elements of motivation and self-improvement with a strong focus on networking. [...]
NEXA’s Queuing solution for the emergency department streamlines the patient journey and enhances the visitor experience. To better understand just how this works, watch this video which highlights Mr Quimby’s visit to the Emergency Department (ED) for his broken wrist. Mr Quimby checks into ED from home, or another location en route to the hospital [...]
Originally posted on the Qnomy blog here Net Promoter Score, or NPS, gauges a service provider's relationship with its customers. In their study of Customer Behavior and Loyalty in Retail Banking, Bain & Company reported: "Our statistical analysis shows that the most significant factors for a bank’s Net Promoter Score are annoyance with the branch [...]
Since being diagnosed with leukaemia, Ruby's whole life has been hospital – but through it all, she found magic, fun and laughter with #CaptainStarlight! Friday 5 May is #StarlightDay, and you can help the Starlight Children's Foundation #PowerTheHappy for sick kids like Ruby. NEXA has been a supporter of the Starlight Children’s Foundation for many [...]
Originally posted on the Qnomy blog here There are many ways to describe the functions of Q-Flow®, but in essence, what this unique piece of software does is digitize brick and mortar stores and physical service locations. What this actually means is that Q-Flow provides digital data that describes the physical entities living in the [...]
With close to 35 million non-admitted patient service events provided by Australian public Hospitals and over 10 million hospitalisations per year (Source: AIHW 2016), applying technology solutions to healthcare is essential for health providers to cope with the increasing demands. NEXA is at the forefront of patient journey management in Australia and are thought-leaders on [...]
Lior Miller has over 10 years of experience as both a healthcare provider and on the vendor side as a solution specialist. He is an expert in medical and patient centric process management and is passionate about optimising work flows for healthcare providers of all sizes. Lior was recently one of the brightest minds at [...]
I’ve just finished reading Altimeter’s excellent ‘2016 State of Digital Transformation’ report (1), and one stat jumped out at me: ‘Only 25% of companies undertaking digital transformations have mapped their customer journeys’. *Sharp intake of breath from the UX and CX purists*, but this sounds like progress to me. According to John Seely Brown, ‘the [...]
No detail is too small in the customer journey Forget the broad sales and marketing goals that were hammered into you at in this morning’s meeting. If you want a competitive advantage, your company needs to be identifying, anticipating and facilitating the subconscious desires of your customers. The best way to do that is through [...]
