How do you know if your Health System is breaking the rules of patient engagement? Join us for a webinar on Thurs., Nov. 7 at 2 p.m. ET to find out! This webinar will outline the results of Patientco’s recent patient and provider survey (download it here) about patient engagement and communication tactics. Our survey findings highlighted a big disconnect between patient communication preferences and the reality of how health systems are currently engaging with their patients. We’ll explore this disconnect in our webinar. By attending, you’ll take away patient engagement best practices that can be applied at your Health System.
You want patients to have an excellent experience with your Health System and communication plays a key role in that. By adopting these three patient engagement best practices, you can deliver a better patient experience while making it easier and faster to collect patient payments.
Patient Engagement Best Practices
1. Stop calling. Communicate digitally.
Did you know? In September of this year, nearly 3,400 spam calls were made per second, according to RoboKiller. That’s almost 17 spam calls for every person. If you’re like most people, those calls get ignored. Yet, most providers, 65% use an automated outbound calling system at scale, according to our survey. But, what’s the point of using automated calling systems if patients simply ignore those calls? Fewer than 20% of patients want to receive unexpected phone calls from their providers.
Instead, communicate with patients digitally. If your Health System can only implement one of our patient engagement best practices, make sure it’s this one. Over 45% of patients say they prefer real-time chat and over 40% of patients preferred email communications. We also asked patients why they prefer digital. For 88% of patients, it’s because they receive digital communications faster. Find out what the other reasons are in our webinar – some of them might surprise you!
2. Personalize communications to build trust.
Another patient engagement best practice involves personalizing communication. Our survey revealed that personalizing outreach is the number one way to build trust with patients. In fact, patients trust personalized messages more than messages that just include their Health System’s logo. Yet, more than half of providers do not tailor patient communications using data. However, the good news is that your Health System can start tailoring messages based on a number of things. This could be the patient’s communication preferences, bill balance amount or even prior payment history.
3. Make it easy for patients to understand their medical bills.
Our last patient engagement best practice involves helping patients understand their medical bills. When we asked patients what information they wanted from providers about their medical bills, their top request was an easy-to-understand explanation of charges. Earlier, we mentioned how Health Systems can build trust with patients by personalizing communications. To ensure patients trust and ultimately, pay their medical bill, you have to make it clear to the patient what they are being charged for. For nearly one-third of patients, they are more likely to trust their bill when it’s easy to understand. After all, how can you expect someone to pay a bill they don’t trust, or let alone, don’t understand?
By adopting these patient engagement best practices, your Health System can ensure its communication strategy is aligned with patient expectations. For more tips like these and to find out what patients really think of your engagement tactics, sign up for our next webinar, “Patient Communication Trends to Watch in 2020.”