How to implement messaging strategies to ensure greater patient satisfaction

The COVID-19 pandemic has forced healthcare providers to move away from traditional methods of communication and has led many of them to share information with and monitor their patients via text messages. This allows for a more streamlined patient experience that enables providers to reach patients via channels on which they regularly engage and feel comfortable. 

Many experts say that patient experience will quickly become a more important brand differentiator than price or product, so it is important for healthcare providers to make the patient experience as convenient, frictionless and efficient as possible.

During a June 3 webinar hosted by Becker's Hospital Review and sponsored by Podium, specialists discussed key strategies to achieve streamlined communication with patients.

The speakers were:

  •       Josh Combe, regional director of sales and healthcare, Podium

  •       Hayley Sonntag, marketing specialist, Podium

Here are the top takeaways from the webinar:

1. Pay attention to how potential patients encounter your practice online. Since many patients are initially encountering their healthcare providers via an online channel, providers should think of their online presence as a business. "The 'front door' for businesses is no longer the front door. What I mean by that is people are finding your business way before they walk through that front door," said Mr. Combe. To create a healthy online presence, providers should make sure they are giving patients clear information and updates.

2. Encourage patients to leave them a review and make it easy for them to do so. Providers should pay attention to their reviews' frequency, recency, quantity and star ratings, all of which are factors Google uses to determine ranking. 

3. Allow patients to connect with the practice via text or other preferred channels. Providers can garner more patients by offering information and communication through texting and social channels. "If you feel like you're doing well in the review space — you're standing out from the crowd — what is the next step? How are people now going to get to your website? How are they converting into actual patients for your practice?" Mr. Combe asked. Providers should examine if there is an easy way patients can connect with their practice via text or social link. 

4. Use messaging to build relationships with patients. Providers can send patients texts to follow up, deliver reminders and communicate important information. This not only informs patients, but it can also keep the practice in the top of their minds. "Messaging is a great way to continue that relationship with patients and help build their loyalty. Once they come to you, you want to make sure you build that relationship so they want to come back," Ms. Sonntag said.

5. Consider collecting payment via text or app. This probably won't replace traditional payment methods, but it can help fill in the gaps providers often experience when trying to collect overdue or additional balances. Many patients crave the ability to make payments with ease in a streamlined platform.

6. Implement software to manage all of the different channels on which the practice communicates with its patients. Providers should aggregate all their messaging across different channels into one, easy-to-use inbox. "Bringing [messages] into one place can really help you manage all of those and keep responding on [patient's] preferred channel," said Ms. Sonntag. Podium specializes in this kind of software. 

To learn more about Podium, click here. To listen to the full webinar, click here.

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