Patient communication is an important element in the healthcare industry. From the time the patient enters the medical practice until the time they leave, there needs to be optimal communication between the patient and medical staff. But what happens after the patient leaves? Although the patient is not face-to-face with medical staff, there should still be communication post appointment. This follow-up communication is imperative for optimal patient engagement and maximizing patient satisfaction.
Think of it as a customer service effort. For example, when you stay at a hotel you are greeted at the front desk and directed to your room. Excellent customer service would be a courtesy call to your room shortly after your check-in to ensure you have everything you need. This is the type of customer service that hospitals and medical practices are implementing in order to strengthen patient satisfaction and increase patient retention.
One of the key elements in excellent post appointment communication with patients includes a follow-up notification. These follow-up notifications can be via patients’ preferred communication methods, such as an email, voice call or SMS text message. Follow up messages are designed to ensure that any questions the patient may have are answered efficiently.
These follow-up notifications can enable two-way communication through a “hot key” press. The follow-up notification can ask the patient to reply via the “hot key” if they have any follow-up questions which will allow them to be transferred to the necessary department or person.
Medical Adherence: Ensure the patient has filled any prescribed medications, understands their medications and is taking the medication properly. A study from William S. Middleton Memorial Veterans Hospital resulted in 11 percent fewer re-admissions due to the implementation of follow-up calls regarding medical adherence.
Lab Result Notifications: Delivery of all lab results, even if they are not life-threatening, is an important part of improving patient care and increasing patient satisfaction. Follow-up lab result notifications can guarantee that lab results are delivered to the patient quickly and reliably. The delivery of these messages can also be tracked, ensuring the message was both received and acknowledged by the patient.
To learn more about improving patient communication and the benefits of automated patient notifications, download our brochure.