Engaging with patients along their care journey is critically important to drive access, action, and adherence. Most healthcare systems today communicate with patients across a variety of channels, including automated text, email, professional recorded voice, and live agent messages for appointment reminders, billing reminders, preparation instructions, broadcast messages, and more. Yet, capturing the attention of your patients and inducing action can still be a real challenge. As you prepare for 2021, we thought it would be helpful to share some of the most innovative patient engagement strategies our clients have developed while using the Stericycle Communication & Reminders solution.
6 simple text messages to delight patients and staff:
1. Rescheduling Texts after No-shows and Cancelations
Rebooking cancellations and no-shows are critical to recouping revenue and essential for patient health. That's why our clients send text messages to their patients AFTER cancelations and no-shows with links to their online scheduling pages or phone number to facilitate rebooking.
2. Referral Reminders and Scheduling Texts
Referrals can be a stressful transition for patients and time-consuming for staff. Using automated text reminders is an easy way to close the referral loop and free up staff. Our clients send text reminders for referrals and include a phone number or links to schedule the appointment online for ease of use and improved conversion.
3. Virtual Waiting Room Text Reminders and Check-in Messages
Virtual waiting rooms are the new norm during COVID-19, and interactive texting is an important tool to keep patients and providers connected throughout the care journey. Our clients are achieving virtual waiting rooms by sending text messages with waiting room instructions and links to registration and screening forms. These messages are followed by check-in texts that include instructions for unwell patients followed by "the doctor will see you now" texts.
4. Employee Onboarding and Communications
Staffing and keeping employees updated on policies and procedures is a big task for any healthcare organization. On demand text messages give our clients the ability to guide staff through onboarding, safety measures, policy changes, and more.
5. Easy Inpatient Communications
When patients arrive onsite, it's especially important to stay engaged with them during their visit and navigation through your health system. Consider using instructional text messages to send links to maps and services available at your location such as the registration area, cafeteria, waiting rooms, and restrooms. If a patient is having surgery, send surgery updates to a designated family member or friend to keep them informed throughout the procedure. You can even provide short code texts that give patients answers to their frequently asked questions, including what is on the menu in the cafeteria today.
6. Education, Promotion, and Scheduling for Assessment Centers and Vaccine Clinics
Streamlining testing and vaccine clinics requires preemptive and well-timed patient communications. Mass text messages with links to online booking help our clients educate, promote, and schedule for clinics while reminders ensure appointment times and prescreen requirements are respected.
This year will be remembered for many things, including ushering in innovation and out-of-the-box thinking across the healthcare industry. We are incredibly grateful for the opportunity to support our clients with innovative patient engagement strategies through our Communication & Reminders solution. To learn more ways to engage your patients in the new year, check out our Communication & Reminders Solution Guide, which includes 11 strategies to optimize patient action and adherence.