Healthcare reminders drive big outcomes
The path to better health: Enabling patients with personalized healthcare reminders.
Kenny Bloxham
3 minute read
Contents
Gone are the days when connecting with healthcare providers meant relying on phone calls or snail-mail. The advent of virtual healthcare has ushered in a new era, transforming the way we seek medical assistance. Digital communication is now commonplace, so it’s no surprise that recent data from Forrester revealed a 76% satisfaction rate among people who receive medical care or advice via text message.
And amidst this digital transformation, an intriguing trend has surfaced - the art of 'nudging' patients to foster interactions and promote compliance with medical instructions.
But what exactly is a nudge?
In essence, a nudge is a behavior-modifying technique that involves sending a concise message to prompt patients to take specific actions.
The best nudges employ clear language, making it effortless for recipients to follow through with the desired actions. This strategy is not only straightforward to implement but also remarkably cost-effective compared to other communication methods. By automating nudge text messages at scale, healthcare providers can deliver personalized and critical information directly into the hands of patients in a digestible manner
Perhaps the most compelling benefit is the swift, sometimes even instant, results that can be achieved. For instance, let's take this case of one of our healthcare clients, where a nudge message was utilized to encourage patient feedback. Within just one month, the response rate jumped from 15% to 18%.
SMS appointment reminders and SMS notifications are an effective way to nudge patients, for example you can send timely notifications to patients, from general digital letters to test results and vaccination reminders. These use cases can be applied to other channels, with SMS being a great option to start with.
Building trust and confidence
Amplified by the pandemic, the adoption of SMS communications, particularly for appointment management and test results, has witnessed a significant surge. However, the rise in digital communications has also brought forth an increase in reports of scams. Consequently, people have become more apprehensive when asked to trust new contacts or share sensitive information, especially in the realm of healthcare.
Trust is the cornerstone of any successful digital communication system and nudging can play a pivotal role in reassurance. Organizations can proactively send out bulk patient awareness messages before introducing new digital communication channels, such as patient portal letters, SMS appointment reminders, and surveys. By providing recipients with a forewarning, they are much more likely to trust future messages once the solution is live.
Reduce missed appointments
Missed appointments aren’t good for anyone – they cost the provider time and money and they can even be detrimental to a patient’s health.
In a recent study, it was estimated that 67,000 no-shows can cost the healthcare system approximately $7 million. And in certain departments like radiology, where there are expensive resources such as X-Ray and MRI machines, the financial strain on healthcare organizations can be even more significant.
The primary cause of missed appointments is often simple: patients forget about them. But by using SMS reminders and confirmations, healthcare organizations can nudge patients to attend their scheduled appointments. This seemingly straightforward intervention can yield substantial benefits. It not only reduces the likelihood of missed appointments and associated financial losses but also promotes patient compliance, satisfaction, and overall well-being.
Simple messages can improve results
The power of nudges lies in their simplicity and efficiency. By harnessing the potential of small text message reminders, healthcare providers can deliver more preventive and preemptive care. Once integrated into a communication strategy, text messages become reliable and trustworthy tools for empowering patients with the information they need to take charge of their own health. As digital communication continues to evolve, embracing the potential of nudges is a pivotal step toward shaping a more cost-effective and patient-centric healthcare landscape.
Our cloud communications software, Webex Connect enables you to orchestrate, automate and monitor patient interactions. Visit our healthcare solutions page or get in touch with one of our experts to learn more.
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