Patients have grown accustomed to faster responses from the organizations they interact with online. Patients also expect these fast and timely responses from their healthcare providers. Delays in response can create a poor patient experience, create negative online reviews, and damage reputations. In a market as competitive as healthcare, an important goal for providers is to create a positive patient experience.
As technology plays a bigger role in the patient experience, it can make healthcare providers more efficient, while giving patients the consumer-grade experience they have grown accustomed to. Here are 4 use cases that you can implement today to improve your patients’ experience:
Personal Care Management with Live-Remote Engagement
For patients who have finished surgery and are recovering at home, they still need aftercare, and their providers need to coordinate that care. Whether it is reminding a recipient of knee surgery to do their PT exercises, a chronically ill patient to refill prescriptions or appointment reminders. Patients need managing beyond their office and hospital visits. So how does a healthcare provider help a patient manage all of these factors to ensure positive patient outcomes outside of standard care visits?
They need to create a personal care strategy that hinges on being able to reach patients where they are on the devices they prefer to use. By using a live-remote engagement, providers can:
- Set up medicine reminders
- Send prescription refill reminders
- Give daily health tips
- Find the nearest doctor or pharmacy
- Schedule routine and post-op appointments
Post – Surgery Interviews
Surgery is a traumatic experience for patients. Surgery affects your life immediately, shoulder surgery can prevent your patients from performing manual labor, knee surgery can make it impossible for patients to cook. These surgeries require powerful pain killers that can make following detailed post-operative care difficult for patients.
With post-operative remote video consultations, healthcare providers can do important follow-ups with patients before their next in-person visit. They can ensure patients are not suffering any negative medication side-effects, are properly following medication schedules and post-operative care, and ask about symptoms to identify and reduce risks of associated concerns such as infections or blood clots.
Converting Web Visitors into Patients/Customers/Members
More than 80% of patients use online reviews when they are selecting a doctor. Your patients are used to a consumer-grade experience when they are buying a car, watch, or opening a bank account. That expectation also applies to their health care.
You need to reach your patients or members where they are and to help answer their questions quickly and easily. If you don’t, your patients or members will be looking for a provider or payer that has more available and accessible information. Having a ChatBOT that can nudge visitors on your website allows you to quickly guide patients and members down their journey.
A ChatBOT can guide new patients and members along their journey, but they will eventually need to reach one of your agents to ask in-depth questions pertaining to their specific needs. By offering a simple transfer from ChatBOT to a live Text or Video Chat, you can immediately offer in-depth guidance, schedule an appointment, or sign a new patient up for membership and create a more personal and trusting relationship.
Connect Doctors to Databases and Each Other
ChatBOTs can act as digital assistants while also facilitating communication across healthcare networks and give clinicians quicker and easier access to available data. For example, medicine doses vary greatly from patient to patient based on different circumstances. What conditions a patient currently has, age, allergies, and other external factors all go into determining dosages and medicine alternatives.
A ChatBOT can tap into existing databases, and be updated along with them to give doctors access to appropriate information. These BOTs can act as assistants by telling doctors about the active ingredients within medications and offering alternate options to a drug if say a patient is allergic to penicillin.
Live-engagement also gives doctors an opportunity to better connect with specialists in their networks. The same BOT that taps into a healthcare network’s database can also be taught what other doctors specialize in. It can also allow doctors to schedule appointments with each other for consults and share information across networks through text, voice, or video chat, circumventing geographic obstacles.
As technology plays a larger role in our lives and changes them, it will continue to influence the healthcare world. With live-engagement, you can reach your patients, doctors, and members on their terms, reduce care costs by sharing information more efficiently and create better patient, physician and member experiences.