Patient engagement in a digital world
Over the past decade, we have consistently heard the buzzword “The Patient Experience”, but what does that mean? Couldn’t patient experience be as simple as the golden rule “Treat others like how you would like to be treated”? Be it provider bedside manner, food preferences, or even SMS and email reminders, every person wants to be treated and cared for in a personalized manner, not just a number on a census.
Given the ever expanding and vast majority of patient care occurring outside the hospital, it becomes more important to meet patients where they are as a key step to providing high level of Patient Experience. Like other industries, healthcare is now stepping into this digitally transformed world of consumerism, customer loyalty, and data. Often times, you see many health systems begin this journey with implementing a CRM to improve patient acquisition, patient retention, and patient access.
In a competitive healthcare market, patient acquisition and retention is key to gaining and maintaining market share. Many health systems have a vision of creating a better experience for Patients through more timely and relevant messaging. To get there, health systems have leveraged CRM to effectively connect patient data across the organization combined with a strong marketing platform that allows relevant, targeted, and segmented messaging to efficiently communicate with the right patient at the right time. Collecting and acting on this data provides a more connected experience that allows the health system to provide and recommend best care options. Additionally, to meet patients where they are and open up access, it is key to align to an omni-channel patient engagement strategy that establishes a connected and automated patient experience and ultimately develops a 360-degree view of the patient.
The journey of a digitally transformed patient experience is endless, but it all starts with establishing a foundation in CRM and Data Management. Once that is complete, the opportunity to leverage CRM and data for appointment online check-ins, or establishing patient loyalty platforms, or even provider referral leakage management all becomes much easier.
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