The healthcare industry is an industry where there can be no compromises.The ultimate goal of this industry is to provide round-the-clock availability of health services at the patient's doorstep. Still, it is a perception among patients that healthcare organizations have failed to consider their needs in the overall picture. The fact seems true in the wake of the Covid-19 pandemic that resulted in a declined patient satisfaction. Lack of proper communication left them stranded, with patients struggling to get even a single response from their healthcare providers.
The healthcare industry is trying to adapt to newer technologies toimprove its services. However, it has failed to communicate well with its customers leading to a lack of mutual understanding. Now it needs to make the omnichannel shift with FCI if it intends to improve its services and develop a better customer-service provider relationship.