RESOURCE CENTER

Chapter 2: Personalize every patient interaction

Patients managing health issues often feel vulnerable. Personalized attention and easy access to care are of the utmost importance.

NOV 10, 2021. 7.5 MIN READ

Astro with Customer with mobile device and appointment reminder box.

Chapter 1: Help care providers turn information into action

Patients managing health issues often feel vulnerable. Personalized attention and easy access to care are of the utmost importance.

When clinicians and support staff have the information they need at their fingertips, they can deliver the best care possible, which builds relationships, deepens trust, and translates to better health outcomes. From agents handling inquiries to doctors discussing care plans, everyone has full visibility into the situation to personalize the patient experience. Here’s how:

Manage vaccination administration in your community

Stay on top of guidelines, supplies, and scheduling from a single platform

Tailor patient communications

Keeping patients on track with communications tailored to their health journeys can support positive behavioral change. Proactively sending messages about upcoming appointments, lab results, and wellness- and disease-management programs can improve patient satisfaction, promote care plan participation, reduce costs, and ultimately help lead to better health outcomes. When data is integrated from EHRs and other systems of record, you can personalize marketing communications. The system identifies, segments, and delivers targeted communications to patients on their preferred channels.

Automate patient journeys

CRM helps administrators determine how well their communications are working. If patients don’t read or respond to certain emails or text messages, administrators can update those communications with messaging that better captures patients’ interest. Automate journeys so that long-COVID or hip-replacement patients receive relevant communications at the right point along their health journey to recovery for greater engagement and adherence.

Empower every patient

With tools like HIPAA-compliant self-service portals, you can support every patient on their health journey. Patients can complete tasks like making appointments, checking test results, and settling bills, managing logistics when it’s convenient for them. If they need additional guidance, they can reach out directly for support by phone, email, text, or through the app or portal.

Use data to improve care

Identify social determinants of health to help patients beyond medical care. For example, Piedmont Healthcare, which serves more than 2 million patients across Georgia, uses Health Cloud to gain a complete view of each patient. That includes information about their living conditions which lets in-home care providers know which patients might need healthy meals or transportation to their appointments. Addressing these issues improves care outcomes and reduces rates of hospital readmissions.

Piedmont also uses data to encourage patients to adhere to their care plans between appointments. Health Cloud delivers personalized appointment reminders and prescription refill notices through an automated process that securely accesses electronic health records.

When the pandemic hit, they adapted the system to handle an influx in patient calls. They trained 80 new triage nurses and call center agents on new COVID-related call scripts and flows and used dashboards to monitor symptoms and outcomes. Whenever information or guidance changed, they updated the system and pushed out communications to internal teams and patients so everyone had the latest visitor policies or social distancing guidelines.