Patient-centered communication is a common buzzword among clinicians and medical training, but it shouldn’t just be for clinical settings.
Instead, patient-centered communication should be a core aspect of your healthcare organization, stretching everywhere from the operating room or examination table to the front desk, web chat and payments call center. Creating clear and patient-centered communication at every step is one of the key elements of providing excellent patient experiences—and onshoring again can help support this.
Patient-centered communication involves focusing on active listening, empathetic responses, friendly communication practices to foster relationships, providing clear information, demonstrating respect and compassion, enabling patient understanding and agency and so on. Not only do these practices result in better health outcomes, but they also increase patient satisfaction overall.
These core practices also align with the type of care and communication that sets onshore call centers apart from offshore or nearshore outsourcing, in many cases. Of companies who moved their outsourcing operations to onshore models, 70% said it was due to the lack of quality with offshore models.
For many companies, offshoring can present fair-enough quality alongside a beneficial cost reduction. However, for something as sensitive as healthcare, fair-enough isn’t enough. Onshoring allows healthcare organizations to make use of the best talent and local resources and prioritize patient-centered communication models in every single patient interaction, increasing patient satisfaction and improving retention and health outcomes.