Healthcare systems across the globe remain under pressure – with hospitals continuing to reach patient capacity and healthcare providers struggling with staffing shortages to accommodate the demand. In addition, there is an even greater need for patient information and reassurance in a post-pandemic world where health anxiety is at an all-time high. These challenging market circumstances and new consumer habits have fast-tracked digital transformation and highlighted the continued need for innovation in the healthcare industry.
There are a multitude of options that healthcare leaders should consider to improve the patient experience and digital front door for patient engagement to help ease pressure on healthcare organizations. Communications Platform as a Service (CPaaS) technology can enable these organizations to embrace digital messaging channels and improve their patient interactions whilst creating operational efficiencies.
Consumers now expect the same level of experience from their healthcare provider that they receive from say their bank or favorite retailer. In order to meet patients where they are, there are a few key ways that CPaaS is helping to lead this transformation.
Providing patients with easy access to reliable and consistent advice is essential to build up confidence and empower them to have more responsibility over their own health.
FAQ bots became incredibly popular during the pandemic as they can be rapidly rolled out to take on some of the workload from admin teams, whilst providing around the clock advice to patients in need of support. There are a variety of reasons why people are eager for the adoption of virtual assistants, and why they support patient empowerment. One example is appointment rescheduling bots, which embolden patients to manage their own care from anywhere with the ability to rebook for a time that suits them, without needing to wait in lengthy phone queues. In return, missed appointments are significantly reduced and staff are freed of repetitive admin work, including manually rebooking slots.
CPaaS solutions can also automate the delivery of test results through the digital channels that patients already use every day. Instant real-time notifications remove delays often created by postal services and reduce costs for healthcare providers.
As data and AI bring many innovative solutions to healthcare, patients are expecting a more personalized experience. In order to meet patients where they are, healthcare leaders should be analyzing each touchpoint of the patient journey to identify ways to optimize it. Where is there redundancy or ‘man in the middle’ operations which can be just as easily handled by an automated task? Conversely, what are the touchpoints where it is critical to maintaining personal interaction?
Patients are living in a fast-paced world and appreciate timely alerts reminding them of upcoming appointments that include personalized content such as pre-visit doctor’s instructions or directions to the hospital. Personalization does not stop once the appointment has taken place. After-care is also a crucial time to utilize technology by sending personal follow-up messages and surveys about their treatment, further strengthening the patient relationship.
In addition, the growth in telehealth experienced during the pandemic is here to stay. Video CPaaS technology allows for personalized one to one consultations between clinicians and patients through secure and encrypted video channels to improve the accessibility and availability of care. These solutions also enable clinicians to send x-rays, treatment information and screen recordings to the patient.
Digital channels can give patients the control to facilitate conversations quickly and easily with healthcare organizations and create a superior patient experience. The days of picking up the phone and waiting for hours on hold should be gone.
Automation can mean sending an alert when a prescription is ready or a reminder for a pending medical test. A proactive approach not only helps build trust but also allows healthcare providers the option to seamlessly connect patients to support staff for more complex requests. This reduces the amount of call volume that is consumed by common/repeatable requests, therefore streamlining operational efficiency and costs while allowing agents to focus on complex issues.
An investment in CPaaS is necessary to improve the digital front door patient experience and engagement. Automation, when coupled with digital channels, improves both internal and external patient processes and saves time, resources, and investments. Consumers expect personalized digital communications from their interactions with businesses, and healthcare providers must adapt.
Our healthcare team has over 20 years of experience in transforming patient interactions and has worked closely with over 140 NHS trusts in the UK and 25 US healthcare organizations to deliver over 1 billion secure patient communications per year. Our CPaaS solutions meet the most rigorous security standards and are also compliant with the Health Insurance Portability and Accountability Act (HIPPA). Find out more information or contact our healthcare experts to learn more.
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