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Touchpoints in healthcare - why?

In today's healthcare landscape, patients are looking for more than just medical treatment. Patients need to feel seen, heard, and cared for as individuals. This is where touchpoints come into play.

Touchpoints are any point of contact that patients have with healthcare providers or facility. From the first phone call to post-treatment follow-up, touchpoints are critical in creating a positive patient experience.

Why are touchpoints so important in healthcare?

For one, they help build trust between patients and providers. When patients feel heard and cared for, they are more likely to trust their healthcare providers and follow their recommended treatments.

Furthermore, touchpoints can help improve patient outcomes. When patients feel supported and informed throughout their healthcare journey, they are more likely to stick to their treatment plans and make positive lifestyle changes.

Incorporating touchpoints into healthcare practices can also lead to increased patient satisfaction and loyalty. Patients who have positive experiences are more likely to recommend their healthcare providers to others and return for future care.

How can healthcare providers improve their touchpoints?

It starts with understanding patients' needs and preferences. This means actively listening to patients, being responsive to their concerns, and providing clear and concise information. It's important to map the whole patient journey and look for ways of improving every interaction. Just as important is ensuring the whole journey feels as seamless and intuitive as possible.

Healthcare providers can also leverage technology to enhance touchpoints, make it easier for patients to access care while also providing a more personalised experience.

What is the most important touchpoint in healthcare?

One may immediately assume this to be the consultation. Arguably however every touchpoint is as important as the preceding and the next. if a patient struggles to get an appointment, delayed presentations may render any consultation outcome ineffectual. Similarly, post consultation diagnostics and investigations be they in-house or outsourced, that are delayed, or, in the worst case scenario never performed may also render even the most accurate and timely consultation ineffective.

Complete care ensures patients are tracked throughout their journey especially where high risk failures may occur as in suspected cancer diagnoses. Appreciation of such critical touchpoints and ensuring systems are in place to track these are essential for the modern healthcare provider.


Touchpoints are a key aspect of healthcare that should not be overlooked. By prioritising patient needs and optimising touchpoints, healthcare providers can improve patient outcomes, reduce errors, increase patient satisfaction and loyalty, and ultimately provide better care.


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