Customer Data Platform
April 16, 2024
Patients are looking for healthcare experiences that mirror those in their broader digital lives, something that healthcare providers implementing a CDP are acutely aware of. Some examples of digital experiences in healthcare include automated appointment reminders, easy scheduling, online portals for payment and lab results, streamlined account management, and – especially after the last two years – telehealth availability. Possibly more than any other industry, patients need real-time updates of their health status and a comprehensive, single view of them as a patient. Instead of being a way to produce more engagement and beat out competition – both of which remain true for healthcare providers utilizing a Customer Data Platform (CDP) – patient 360 can be a matter of life and death!
Privacy is also very top of mind for healthcare providers implementing a CDP. In our 2022 State of the CDP Report, healthcare organizations showed more interest in using technology to protect customer data than other industries. Survey respondents rated privacy as a top business objective for 2022 and judged data privacy and compliance to be a much more significant factor in the success of a CDP.
It is true that a CDP can help healthcare organizations in many critical ways, including with privacy requirements and patient care! Tealium is hosting its annual Digital Velocity – the premier CDP event of the year – with industry specific virtual events, including healthcare.
The Ultimate Healthcare CX Event
Thursday, May 12th
9:00 AM PT | 12:00 PM ET
Attendees will hear from industry experts on how to power the CDP for healthcare specifically, including how to:
Beyond the event, healthcare providers should also follow these best practices when implementing a CDP.
5 Best Practices for Healthcare Providers Implementing a CDP
1. Create a Single View of the Patient
By stitching together profiles across provider systems, you can now identify patients online and through call centers to provide a stronger patient experience. In matters of health, having all the information about a patient in a single spot ensures accurate healthcare is provided.
2. Empower Patients With Connected Self Service Experiences
Be it patients, doctors, or entire medical groups that you serve, these people are looking to your organization for self-service learning, education, and activities that can help them improve their health. Create a digital platform that makes this content available and can be automatically offered up based on their unique patient profile and specific healthcare needs.
3. Shift from Reactive to Proactive Engagement
Healthcare providers implementing a CDP can use healthcare and customer data to improve your understanding of a patient’s needs so you can offer proactive healthcare rather than reactive. This will improve your patient’s overall health and establish trust with your patients that you have their best interest in mind.
4. Deliver an Omnichannel Patient Experience
Our 1300+ vendor integrations help you connect interactions across various channels to create a seamless patient experience. The first step to an omnichannel experience is to connect all your possible data sources. You must then organize your data and connect all your channels of patient engagement to that data so that patients are seeing the same experience reflected across all devices and platforms – both online and in person! You can even go a step further and use a CDP to predict the best channel to engage with your patients, based on each patient’s unique profile.
5. Improve your Analytics to Improve Patient Care
Healthcare organizations can have limited visibility into patient needs and intent for a variety of reasons, such as slow insights, fragmented data foundations, disconnected data sources, or incomplete data governance. Plan a way to securely collect all data into a common reporting foundation that mirrors the common Patient Data Profile. This will reduce the complexity of reporting from multiple, siloed data sources, automate manual operations, and help to better protect patient privacy.
For more information for healthcare providers implementing a CDP on how to unlock new opportunities, make sure to attend Digital Velocity ’22 – The Ultimate Healthcare CX Event, Thursday, May 12th at 9:00 AM PT / 12:00 PM ET.
