By Chelsea Kimbrough | Nov. 03, 2016
The prevalence of high deductible plans and premiums is on the rise – and so are patients’ expectations of valuable healthcare and meaningful engagement. And as commercial institutions continue to offer increasingly convenient, mobile-friendly customer service, these expectations aren’t likely to dissipate anytime soon. But what are they looking for, exactly? According to a recent Oracle study, 77 percent of patients want a more personalized experience.
A recent Stericycle Communication Solutions’ webinar, “Evolving Patient Expectations: Digital Communication Tools and Technologies,” pinpointed two key digital communication strategies that support this experience: online self-scheduling and automated voice, email, and text messages. Not only do these additional patient engagement tools complement traditional live voice answering services, they can successfully enhance a patient’s overall satisfaction.
Online self-scheduling opens the door to greater patient access by enabling scheduling to occur online – anytime, anywhere. This capability helps acquire more digital patients while providing increased convenience and ease of use. Similar to live voice scheduling, online self-scheduling is the first step toward creating a lasting patient-provider relationship.
Timely communications delivered via voice, email, or text messages can help support this patient-provider relationship. Text messages can be an especially effective way of communicating information, with 97 percent of Americans using it at least once per day. From appointment reminders to population health messages, utilize automated messaging can help lower no-show rates, optimize operational efficiencies, and ensure a smoother patient experience.
Independently, live voice telephone answering, online self-scheduling, and automated messaging patient support solutions help organizations better engage and retain their patient population. But only healthcare organizations that provide a comprehensive suite of patient-focused communication methods are best poised to create the seamless and positive healthcare experience patients crave.
Didn’t get a chance to tune into the webinar? We’ve got you covered. Check it out here!