previous icon Back to blog
Apr 12, 2023
5 minutes read

Healthy Conversations for Happy Patients

Recent years have sparked a big (technological) growth in the operational healthcare journey. In fact, 64% of EU health care providers reported that their organization had increased its adoption of digital technologies to provide virtual support for patients. But how do you adopt the right technology to help your patients? What is needed to have healthy conversations with happy patients?

Improving client experiences across the healthcare journey can truly benefit your organization. By optimizing the operational care process, you'll be able to provide relevant and timely support, reduce no-shows and operational costs and give patients a friendly experience.

So what are the important touchpoints in the healthcare journey? And how can you add value to these interactions with your patients? Let's follow our -imaginary- patient Carly in her healthcare journey.


The healthcare journey doesn't start at your facility. It starts the second a patient notices a change in their own well-being. And where do most people turn to first? That's right! Doctor Internet.

Rather than letting your patients run wild with Google searches, offering support on your own website can help to keep patients informed. Access to relevant and -more importantly- correct info is crucial. Have a chatbot answer common questions about your facility and help schedule appointments to connect patients with relevant specialists.

Our very own imaginary patient Carly found a suspicious mole on her leg and wants to know what to do about it. Luckily for her, her healthcare organization offers a chatbot on its website. After asking it some questions, the chatbot helped Carly find an available specialist and assisted in scheduling an appointment with a dermatologist.


Appointment Confirmation and Reminders

Let's say your patient has scheduled an appointment at your facility. You'll see them at the agreed-upon time; nothing else is needed, right? Wrong.

Keep Patients Informed with Appointment Confirmations

The very first thing that needs to happen after scheduling an appointment is confirming the appointment. Send your patient a personalized message with the agreed-upon time, date, and doctor. This will give your patient a chance to check the details of the appointment and make amends if needed.

In fact, be sure to send additional information so your patient can prepare for their visit and the appointment will run smoothly. Send them info on parking facilities, the walking route to the specialist, and a what-to-bring list. Perhaps even attach a questionnaire they need to fill out before coming in.

"Hi Carly, your appointment with Dr. Zack has been scheduled for March 9 at 14:00. Please bring your passport and the filled-in question form you'll find attached. Thank you!"


Reduce No-Shows with Reminders

No-shows are a big problem in the healthcare industry as they cost valuable time and resources. Send personalized appointment reminders to reduce the chances of a no-show.

"Hi Carly, this is a reminder about your upcoming appointment with Dr. Zack at 14:00 upcoming Thursday. Don't forget to bring your passport!"



Medication prescriptions, lab results, and additional or new information about the patient's well-being are important touchpoints. Patients may also have some questions after the visit.

Make sure your healthcare facility is approachable. Be present and reach out to your patients on their favorite communication channels to give them the best, personalized support needed.

"Hi Carly, we want to inform you that the lab results are now available. You can find them in your online portal. If you have any questions, feel free to reach out to us via WhatsApp or call us."


Of course, the patient's journey doesn't stop after their visit and treatment. Medical bills need payment, and aftercare is always appreciated. Offer the preferred payment methods of your patients on your invoices to make payments easier for them.

And don't forget to ask for feedback! The best way to improve your services starts with listening to your patients.

"Hi Carly, thank you for your visit. We'd love to hear your feedback to continue to improve our services. Can we ask you a couple of questions?"


Healthy Conversations for Happy Patients

Technology can benefit the healthcare journey of patients when utilized efficiently. Send personalized messages on the favorite communication channels of your patients to create a friendly experience. Offer easy-to-find information on your website and in appointment confirmations and reminders to keep patients informed and to make sure operations run smoothly. Which, in its turn, will also help to reduce no-shows and cut costs.

Interested to see what we can do for your facility? Download our Infographic for more information on the touchpoints of the healthcare journey or contact our experts for a demo.

Interested to see what we can do for your facility?

Was this article interesting?
Share it!
Christel Brouwers
Copywriter at Passionate about language and getting’s message out there. Shares content about CPaaS, Payments and more.

Latest Articles

May 07, 2024 •

Happy Clients, Happy Agents: the Platform Effect in Customer Service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalized service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organization and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

Jan 02, 2024 • Chatbots

Six Chatbot Examples For Great Customer Experiences

People use chatbots for various reasons, with “productivity” as the key motivational factor. But what kind of bot do you need? They come in many forms and sizes, and to be successful, you need to think about where to apply a bot, and which kind. What do you want to achieve with the bot? In this guide, we’ll walk you through some of the most successful chatbot examples of our global customers and show you how you can use them to improve customer experience.

Jun 30, 2023 •

Fast Event Visitor Support at Formula 1 Heineken Dutch Grand Prix

When you go to any event, questions might arise. How do you get there? Where can you find your tickets? And where will you stay? For some questions, you prefer instant support from the organization. Swift and smooth. In this article, we’ll show how the Formula 1 Heineken Dutch Grand Prix will always help you in the best way possible.

Jun 30, 2023 • Marketing

How to Boost Fan Engagement - A Formula 1 Heineken Dutch Grand Prix Use Case

What’s so great about sports is that it connects all kinds of people. On the other hand, knowing no two sports fans are alike makes it challenging for sports organizations to address different fan segments. The organization behind the Formula 1 Heineken Dutch Grand Prix acknowledged this challenge and didn’t just pack the Circuit Zandvoort with their best fans. Instead, they’ve managed to enhance their fan experience right at their first racing event in 35 years. What’s more, they keep improving fan engagement year on year. Curious to know how? We’ll share five insider tips on how the Dutch Grand Prix enhanced its fan engagement before, during, and after the race.

Engage peak moments in ecommerce end of 2023
Apr 14, 2023 • Customer Experience

Peak Moments in eCommerce: How to Keep Your Customer Service on Point

Customer service is important year-round, but the pressure is even higher when eCommerce high season is here. More orders will come in, and that means more interactions. This blog article is for all people (a.k.a. heroes) working in eCommerce customer service. At the end of this blog, you will know how to prepare and keep customer service at the best level possible. We dive into solutions and challenges that may be common but deserve your attention. Keep reading because: Q4 is coming!

customer service team
Jan 17, 2023 • Customer Experience

The Future of Customer Service Starts with Multidisciplinary Teams

86% of consumers say that good customer service can take them from one-time buyers to brand advocates. While great customer service is an essential focus of any successful brand — forward-thinking companies are forming customer-focused multidisciplinary teams to help create exceptional customer experiences.

Live 5 ways to optimize customer service in leisure
Dec 29, 2022 • Mobile Service Cloud

Five Ways to Optimize Customer Service in the Leisure Industry

The leisure industry is undergoing a tremendous shift in how service providers – be it sports stadiums, venues, or events organizers - communicate with their visitors, especially regarding customer service and guest interaction.

Dec 29, 2022 • Conversational Commerce

Valuable Customer Engagement for Effective Logistics and Durable Customer Relations

With millions of packages being delivered worldwide on a daily basis, communications have become an integral part of the world of logistics. If there is one thing that customers want, it's helpful information about their packages. Did the order succeed? When will it arrive? How can it be returned? If you’re not engaging them on the right channels—the ones they want to use—you’ll see customer dissatisfaction skyrocket at critical moments. So how do you prevent that? Let's take a look at the many different touchpoints and interactions within the delivery journey.

Is this region a better fit for you?
close icon