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Customer Experience

Boost patient happiness with healthier conversations

Many of the solutions that were developed and implemented in 2020 could be consolidated in the present, contributing to the definition and adoption of new digital models of care. In addition to video visits, the care options include mobile phone apps as well as use of chatbots, artificial intelligence (AI)–powered diagnostic tools, voice-interface systems, and mobile sensors such as smart watches, oxygen monitors, or thermometers. But how do you adopt the right technology to have healthy conversations with 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.

Let's take a journey with our imaginary patient, Carly, as she navigates the world of healthcare. The healthcare journey begins long before the patient walks into your facility. It starts from the moment the patient notices a change in their well-being. Often, patients turn to the internet to self-diagnose, which can lead to confusion and anxiety. As a healthcare provider, you can offer support on your website to keep patients informed and ease their worries.

Symptoms detection

Carly's journey begins when she notices a persistent cough that won't go away. She types her symptoms into a search engine and reads about a myriad of possible diagnoses. However, the information she finds is overwhelming and often contradictory. She discovers your website, where you offer a chatbot to not only answer common questions and schedule appointments. Carly feels reassured that she can get the help she needs from a professional.

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.

healthcare-blog-image-chatbot-caseBooking appointment

Carly schedules an appointment using the chatbot, and the booking process is smooth and straightforward. She appreciates the convenience of being able to book her appointment online, and the chatbot confirms her appointment details and sends her a reminder.

  1. 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.


  2. Appointment information

    Send additional information so your patient can prepare for their visit to enable their appointment to 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.

  3. Appointment reminders

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


Doctor's visit

When Carly arrives at your the facility, she is greeted by a friendly receptionist who puts her at ease. She fills out her paperwork and is called in for her appointment on time. The doctor listens to her concerns and asks thoughtful questions to understand her symptoms better. Carly feels heard and cared for, which eases her anxiety.

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 preferred communication channels to give them the best, personalized support needed.


Follow-up aftercare

After her appointment, Carly receives a follow-up call from your clinic, checking on her progress and reminding her of any follow-up

Of course, the patient's journey doesn't stop after their visit and treatment. Following up with the patient to ensure they are recovering well and to answer any additional questions they may have shows that they care about their patients' well-being beyond the initial consultation, healthcare providers can build long-lasting relationships with their patients.

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


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?

Download the Infographic Contact Our Experts

Interested to see what we can do for your facility?

Download the Infographic Contact Our Experts
Copywriter at Passionate about language and getting’s message out there. Shares content about CPaaS, Payments and more.

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