Put patients first in how you communicate
Increase access and connect through people’s preferred channels.
A patient’s access to healthcare can be hindered by their location and mobility, medical literacy, finances, and technical abilities. But for all patients, access depends on communication — being able to ask questions, schedule visits, speak to clinicians, and find out results.
There’s no single answer to how to communicate better with patients. Here are a few ways that providers can help both their patients and their practice through personalized, trusted communications.
The power of omnichannel communication
Create the experience of personalized care and service by honoring preferences for how people are contacted and with what frequency. A seamless switch between phone call, text, video, webchat, and email keeps the context intact and spares patients from repeating information.
Reaching people reliably
In an era when few people answer calls from numbers they don’t recognize, text is the most immediate and effective way to reach people. SMS regulation has prevented it from being overrun with spam.
However, legacy systems can have a hard time sorting out not only people’s contact history and preferences, but also details like whether a particular phone number can receive texts. Modern APIs improve message deliverability by making sure that text messages are sent to mobile phones and people with landlines get phone calls.
Patient self-service
A robust two-way SMS scheduling system empowers patients to confirm, cancel, and reschedule appointments at their convenience without sitting on hold, and it gives office staff more time to complete other work. Patients can fill out intake forms ahead of time and check in from their phones on arrival.
Virtual care
Telehealth lets patients meet with providers how and when they want, regardless of distance or time of day. Younger consumers are particularly likely to choose a provider based on their telehealth capabilities, and older patients with less mobility or who live far from healthcare have found it to be a lifeline.
Patient outreach
Automating reminders for appointments and follow-up visits saves time and frustration for patients and staff, as well as helping to keep important preventive care and screenings on track.
Patient education on their chosen platform can increase understanding and compliance. Providers can share vetted, frequently updated information and resources digitally in place of paper pamphlets.
US HIPAA-compliant security and privacy by design
In US healthcare-related fields, any communications dealing with protected health information (PHI) must meet the HIPAA Privacy Rule requirements. Establishing patient trust is essential to access, because 30% of patients say they would be more likely to use digital technology to manage their health if they had more confidence in data security and privacy.
- WELL Health
- Vaccine Collaborative
- St. Luke's University Health Network