Man checking phone for patient engagement CRM

Patient Engagement: Pre-Care Strategies Using Technology

18There isn’t anything more important to your medical facility success than patient engagement, even if you feel like you’re losing ground. It’s easy to happen when you’re still relying on outdated technologies to inform patients before they arrive for their appointments.

Perhaps you’re still relying on snail mail as your main patient communication point. Doing this just makes sending information a slow process, especially arriving in time before the appointment date. All this does is create more anxiety in the patient if they’ve never visited you, or if they fear medical testing.

It’s especially bad when seeing a new doctor for the first time after a prior doctor retired or moved elsewhere. How will a patient know what to expect, and what can you do to place their mind at ease?

You can do a lot more by using a customer relationship management program. Otherwise known as a CRM, you simply upload it to your mobile device. Yet, while you’ve likely seen many healthcare CRM’s out there, unique features matter.

Preparing A New Patient for Their Appointment

With new patients coming in, a quality CRM opens up a new way to communicate with them before they arrive. These new people are going to feel anxious because they have no experience with you and may fear what your procedures are.

Sending educative information by regular mail is risky because the patient may not see it in time before the appointment date. The same goes for standard email since they may not check their emails every day. Even a phone call doesn’t guarantee you’ll be able to talk to a patient live.

Your CRM platform provides real-time engagement methods to prepare newcomers for their first medical experience. By getting patient contact information first, you can send live texts, or open real-time chats in the days or hours before they visit.

Preparing Patients for a New Doctor

Using intelligent outreach features, your CRM stays connected with patients through all circumstances. One of them is perhaps a change of doctors. Since your existing patients may not know what to expect with the doctor’s personality or communication methods, the doctor can communicate with the patient through your CRM.

The best CRM platforms let you communicate without taking extra time. Through automation, a doctor can send a text to a patient, introduce themselves, and tell the patient what’s going to take place.

For a patient needing a particular procedure, this is going to ease their anxiety immediately and help them visualize what transpires.

Doing Mobile Check-Ins

One of the biggest headaches for patients is having to fill out insurance information and other documents. Through a mobile check-in on your CRM, patients receive these items in advance so they can fill out necessary information a day before.

This cuts down on long wait times before a patient sees the doctor. It ultimately gives more value to their medical experience and less stress having to fill out forms in time.

Asking for Feedback

Acquiring real-time feedback helps you improve things faster than waiting for patients to fill out surveys later. Through a CRM, you can send instant surveys about what patients thought of information you sent them, or what they’ve experienced at your clinic in the past.

Doing this before their appointment gives you extra data you’ll analyze to see what you can change before the patient’s appointment day. Much like customer personas in other fields, your CRM analytics let you see what patients think of your approaches to improve future experiences.

At HealthGrid, we have a top-tier CRM platform that gives you the technology needed to make pre-care strategies work so patients feel comfortable. Visit us to find out more about specific features.