I must confess that without making any serious effort I have become a member of various loyalty programs and I bet this will be the case with most of you. I earn reward points whenever I use my credit cards, shop at my favourite store, fly my preferred airline or buy books at the corner bookstore chain. I was recently offered membership of another ‘club’, when I opted to purchase medicines for my mother at the local pharmacy, which seems to have suddenly gone a little high tech and dare I suggest become more customer friendly. Loyalty programs are suddenly everywhere.
I believe time has come for healthcare services to embrace the concept of rewarding loyal ‘customers’.
What is a loyalty program?
A loyalty program involves identifying and rewarding ‘loyal’ customers, who keep coming back. Now I know this sounds a little weird in the context of a hospital, where at one level the objective is to ensure that the patient never comes back again. While no hospital wants to see patients coming back, the fact of life is that everyone needs care at different points in our lives. Continue reading