In an era dominated by rapid technological advancements and digital transformation, the health insurance industry stands at a pivotal crossroads. While digitisation profoundly impacts the medical sector, the human touch remains a basic element that defines the essence of healthcare.
At its core, health insurance is about people. It’s about offering peace of mind, financial security, and, most importantly, compassionate care during life’s most challenging moments. Therefore, health insurance must evolve from its traditional transactional approach into a meaningful and supportive partnership.
We can draw valuable lessons from other industries that successfully balance technology and human interaction. Take the hospitality industry, for example.
High-end hotels use apps to streamline check-ins, but they still provide personalised concierge services to ensure guests feel valued and cared for. Similarly, in healthcare, digital tools can enhance efficiency, but they should never replace the essential human element that patients need and appreciate.
A 2022 Demographic Health Survey by the Kenya National Bureau of Statistics observed that 70 percent of Kenyans preferred in-person consultations with healthcare providers, attributing this preference to the perceived superior quality of care.
Additionally, an East African Medical Journal study found that 85 percent of patients in urban areas like Nairobi felt that personal interactions with healthcare providers enhanced their overall experience.
These findings reveal an interesting pattern: being seen, heard, and understood matters most to patients, rather than just physical interaction. This underscores the profound impact of empathetic and personalised care on fostering trust and satisfaction within the healthcare system.
In an industry often perceived as cold and bureaucratic, infusing empathy into every interaction can enhance the customer experience and foster trust. This means recognising our client’s unique circumstances and emotional states. It means listening actively, understanding their fears and concerns, and providing reassurance.
So, what can we do to keep the heart in healthcare? Let’s continue to advocate for a balance between the efficiencies of technology and the irreplaceable value of human empathy.
