The healthcare patient journey is driven by opportunities to connect. From discovery online to appointment scheduling to check-ins and follow-ups, patients and providers are communicating. And many of those touchpoints fall short when convenience and speed aren’t the top priority.
Nine out of 10 consumers say they want to communicate with businesses via text. It’s time to upgrade your communication options, ditch those that don’t work, and connect to patients in a modern way.
In this August 2021 webinar, hosted by Becker’s Hospital Review and sponsored by Podium, Bill Fukui, senior vice president of MedShark Digital, and Taylor Boldt, a valued engineer at Podium, discussed the modern patient experience and how an Interaction ManagementTM platform can improve patient acquisition, engagement, and retention.
Read on for the five takeaways from this discussion:
Add convenience at every stage of the patient communication journey.
The modern patient experience can be chaotic and disjointed, and current solutions often exacerbate the problem. What do patients really want? “They want convenience at each stage of the journey,” said Taylor.
Current approaches in providers’ toolkits include phone trees, emails, and chatbots—none of which truly add convenience for the patient, or even the healthcare staff. In fact, 14% of every day for many staff members can be spent forwarding emails, taking phone calls, or duplicating information. And for patients, nearly 50% cite long hold times as one of the top reasons phone calls are so frustrating.
Solution options:
Consider adding an Interaction ManagementTM platform to transfer web chat conversations to text, easily request patient feedback via text, and schedule appointments digitally.
Patient acquisition efforts must shift to conversion.
“The acquisition and conversion of leads is the lifeblood of any healthy business,” said Bill. While exposure is expensive, interaction management can convert more of those leads by building credibility through reviews and providing consistent, relevant, and timely communications through texts. “Ultimately, this means converting current traffic without spending more money for exposure.” Podium has seen a 25 percent to 40 percent increase in lead generation when chat and texting services are added. “The key was that it didn’t diminish the number of phone calls, which tells us we were converting a higher percentage of people,” he added.
Solution options:
With an Interaction ManagementTM platform, it’s easier to request reviews via text. You can prioritise your online reputation by increasing review counts online, improving average star ratings, and updating the entire patient experience so that information is reflected in online reviews.>>.
