How Does Mobile Communication Impact The Patient Experience?
By Alexa Lemzy, customer support manager, Textmagic.com.
Mobile communication technology in healthcare has the potential to improve the patient experience greatly. With a 75% increase in usage last year, telehealth has proven itself a valuable tool during the global pandemic, and it’s predicted to continue at a high adoption rate in the future.
This is because it offers many benefits to the patient experience beyond reducing unnecessary in-person contact. It also enables healthcare providers to support patients with more information and better communication between appointments. This is particularly valuable for patients who prefer the convenience of digital communication and self-service options.
It can be difficult for patients to take all the information on board when they are given a complex diagnosis or treatment plan. They may only realize later that they didn’t understand something or instruction they don’t remember.
Following up appointments with a text to summarize the details gives patients a chance to process the information and note any details they missed in-person. A follow-up text is also an excellent opportunity to prompt patients for any questions or concerns they didn’t mention during the appointment.
Mobile communication methods like texting and instant messaging make it simpler to check up on patients during or after treatment. Scheduling an automated text message that follows appointments that patients can reply to with any concerns or new developments.
A text or message lets patients reply at a time that suits them without interrupting their day. While a phone call could put patients on the spot, making them forget details they wanted to discuss, a text gives them time to think of everything they want to include in their reply.
Besides reaching out to patients, it is easier for them to contact you, either directly or through an app or chatbot. Providing these automated response methods lets patients get immediate answers to simple queries such as checking appointment times or medication instructions. Questions they can’t answer can be passed onto a healthcare provider for a more detailed response.