In a context where health systems are subject to constant pressure, the quality of communication with patients becomes a major issue to guarantee an effective care path.
Guarantee an effective and human care path: if the United Kingdom, through the NHS, has already started advanced digitalization incorporating artificial intelligence (AI) in its contact centers, France is still in the transitional phase, with cultural and structural brakes to be lifted.
However, the precise measurement of the quality of patient communication is an essential lever to improve routes and optimize resources, in an environment where patient expectations are constantly growing.
Two systems, the same complexity
The NHS faces a significant overload, with a need to ensure fluid coordination between hospitals, general practitioners and specialists, while respecting data confidentiality. This complexity has led to the rapid adoption of innovative solutions, in particular the AI Agentic, which automates the analysis of patient interactions to identify the points of friction and improve satisfaction.
In France, if digital transformation is well underway, it remains fragmented: the coexistence of multiple information systems, data partitioning and interoperability challenges slow down the full exploitation of patient data. The need for an integrated approach, which combines technology and respect for local specificities, is more than ever crucial.
Measure to better communicate
To progress, it is essential to measure the effectiveness of communications with patients. Five key indicators make it possible to enter the quality of interactions:
- The patient satisfaction rate, which gives a direct photograph of their feelings
- The resolution rate at the first contact, guaranteeing a quick and efficient response
- The means of calling for calls, an operational efficiency indicator
- The net promoter score, which measures the recommendation and loyalty of patients
- The retention rate, reflecting the ability to maintain a lasting relationship
These metrics, well used, allow not only to identify the areas of improvement, but also to enhance the concrete impact of investments in the patient relationship.
Artificial intelligence, a key ally
The AI can play a key role in the reduction of administrative and repetitive tasks that health systems often struggle to perform effectively with available human resources. Solutions such as Talkdesk AI Agentic Automatize the collection and analysis of unstructured data from interactions with patients. They make it possible to identify trends, blocking points and optimization tracks, while leaving human agents to focus on sensitive exchanges.
In France, the integration of such technologies can help establishments to go beyond current constraints, improve patient experience, and meet conformity issues related to data protection.
Conclusion: take action
The French market is a turning point. To meet the expectations of patients and the growing constraints of health systems, it is essential to adopt a data-driver approach, supported by AI, to improve the quality and efficiency of communication.
At Talkdesk, we are convinced that artificial intelligence, combined with a strategy focused on the patient, can lastingly transform the patient relationship and contribute to a more human and more efficient health system.
