Patientco loves seeing our clients in the news for their accomplishments in the healthcare space! In fact, Piedmont Healthcare was just featured in Becker’s Hospital Review. In the interview, Katie Logan, Piedmont’s VP of Patient Experience discusses the Health System’s experience strategy and how personalized patient care is a key untapped opportunity. Let’s dive into some of her main points!

As VP of Experience, Logan leads the execution of of Piedmont’s experience strategy, known as the Piedmont Way. She helps identify and manage programs that help deliver a one-of-a-kind experience, making it hassle-free to navigate the Health System.

According to Logan, there is room in the market for more personalized patient care and tailored interactions with patients. Patients expect services that are convenient and highly personalized. Just look at how today’s consumers book hotels and use apps to order food or transportation. The healthcare industry can learn from this. Piedmont has taken note. “There is more work to be done to start and end every interaction by engaging on a personal level, what we call ‘leading with human,'” said Logan.

Untapped Opportunities for Personalized Patient Carepersonalized-patient-care

When it comes to patient financial care, personalization makes a difference. Personalized patient financial care begins with preference-based communication. This means Health Systems should allow patients to choose how they receive communication. Pew Research reports that 81% of Americans now own a smartphone. Additionally, nearly three-quarters  now own desktop or laptop computers, while roughly half now own tablet computers and roughly half own e-reader devices.

Since Health Systems have so many ways to interact with patients, it is more important than ever to accommodate their communication preferences. Let patients opt-in for eBills or text notifications. Doing so can save your Health System thousands of dollars in printing and mailing costs.

That said, Health Systems should also adapt their outreach based on patient behavior. For instance, if a patient wants to receive eBills but they aren’t opening their emails, you may need to follow up differently. By monitoring that behavior and adjusting communication tactics, like following up with a text reminder, this issue can be addressed. Patients will appreciate efforts that make engagement as convenient as possible. Likewise, personalized patient care requires tailored payment options.

Personalized Patient Care Requires Tailored Payment Options

To tailor payment options, partner with a vendor that has extensive data analytics capabilities. This means you need a partner who has a deep understanding of when, how, how fast and how much a patient usually pays on their medical bills. It’s important that you look at medical payment behavior, not just consumer payment behavior. It turns out, consumer payment behavior is not a great predictor of medical payment behavior. Based on this data, it’s possible to segment patients and provide the most relevant payment options given their distinct financial needs.

Additionally, be sure you partner with a vendor that does the heavy lifting for you. Oftentimes, vendors provide Health Systems with a propensity-to-pay score that designates which payment options to offer to a given patient. Instead, you want those scores to be embedded in your communications. By doing so, your Health System can ensure personalized patient care from start to finish.