{"id":39888,"date":"2023-03-27T19:37:12","date_gmt":"2023-03-27T23:37:12","guid":{"rendered":"https:\/\/answerstat.com\/?p=39888"},"modified":"2023-03-31T11:58:12","modified_gmt":"2023-03-31T15:58:12","slug":"patient-access-and-retention-strategy","status":"publish","type":"post","link":"https:\/\/answerstat.com\/article\/patient-access-and-retention-strategy\/","title":{"rendered":"LVM Guest Column"},"content":{"rendered":"
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\"LVM<\/a><\/figure><\/div>\n\n\n

Using Technology to Support a Strong Patient Access and Retention Strategy<\/em><\/h2>\n\n\n\n

By Mark Dwyer<\/strong><\/p>\n\n\n\n

Today, interoperability and integration are standard must-haves for successful healthcare contact center software. Healthcare systems must provide a contact center solution that utilizes multiple channels to deliver accurate answers and quick responsiveness. Customers now expect this level of service and seek out organizations that provide it.<\/p>\n\n\n\n

Let\u2019s first look at the benefits interoperability offers. Many older customers remain most comfortable with traditional face-to-face, email, or phone interactions with their healthcare providers. Consequently, these communications methodologies remain critical. <\/p>\n\n\n\n

However, hospitals must embrace new, interactive technologies to capture today\u2019s Millennials and Gen Z healthcare consumers. These customers prefer to chat, group text, receive secure messages, and interact with a dynamic self-service web app. The interactive technologies you use may determine the future success of your patient access and retention strategy.<\/p>\n\n\n\n

We begin by looking at one of the tactically strategic components, the user-friendly, self-service web app. This outreach tool should include quickly accessing subject-relevant topics and current health information. It must also provide the ability to self-refer to an appropriate physician. <\/p>\n\n\n\n

Data about the physician should include demographics, insurance eligibility, and procedural payment estimates. When using the self-service web app, consumers also need the ability to register for classes, screenings, and any available population health programs. In addition, a quality, healthcare self-service web app should support hospital\/patient transfer and marketing outreach programs. Finally, it must also support real-time, bi-directional chat capabilities.<\/p>\n\n\n\n

Other interoperable technologies such as secure messaging, group texting, and an integrated answering service function also are critical in a healthcare contact center. <\/p>\n\n\n\n

For example, sending personal health information to a patient about upcoming hospital procedures or needed follow-up requires using an encrypted, secure messaging portal. In addition, often, when serving elderly patients, the ability to group text to the patient, their caregiver, and out-of-state family members reinforces your patient\/hospital bond. <\/p>\n\n\n\n

This technology will reduce the elderly patient\u2019s need to be the historian of their information. In addition, offering an integrated answering service option to your on-staff providers improves their relationship with your patients and your organization.<\/p>\n\n\n\n

Having discussed how an interoperable solution can improve your patient access and retention strategy, let\u2019s discuss how system integration through data sharing across multiple entities further enhances your efforts. <\/p>\n\n\n\n

Sharing data between the hospital\u2019s contact center and other shareholders depends on the ability of the contact center software to ingest data from multiple data sources. Today, customers expect that all participants in their healthcare journey have access to their cumulative health history.<\/p>\n\n\n\n

Successful contact center solutions address this expectation from the very beginning. Examples include:<\/p>\n\n\n\n