How to Lose a Patient: Neglect Your Healthcare Digital Marketing
The world of healthcare is anything but stagnant. While healthcare continuously adapts to changing technologies, research breakthroughs, evolving methodologies, and new health laws, it’s no wonder a critical component of your practice gets overlooked – the experience of your patients. Such oversight can mean painful results that even you can’t cure.
Are you sending your patients running to another practice? This article will tell you the best practices for how to lose a patient. (and how digital might be what heals your headaches)
Finding your practice online is like a bad scavenger hunt. We get it. Day in and day out you’re busy saving and healing people. When do you possibly have the time to check where your company is online, let alone update the information? Your online visibility must become a priority. People are going beyond their in-network providers now. They use online search engines to find and research health practitioners. When your great reviews lead new patients your way, they will need to find your contact information at the click of a button. If they can’t find you easily, they’ll go elsewhere.
Don’t build a website. Ever. Chances are, if you don’t update your contact information across multiple online sources, you most likely don’t have a website. When you build a website, you’re not just creating something pretty with your logo and contact information. Think how you can leverage the technical capabilities of a website to create a more personalized experience for your patients. Adding an online portal for patients to pay their bill online, access their electronic health records (EHR), schedule appointments, view test results, or even request for a prescription refill, are just a few ways a quality website can enrich your patients’ experience.
Expect the patient to follow the treatment plan without timely reminders. As a physician, you give treatment recommendations daily. Some remedies are short and sweet, while other cases require a longer-term treatment plan. In a survey administered by Televox, a whopping 35% of respondents admitted they would be more likely to follow a doctor’s treatment recommendations if they received regular reminders via email, voicemail, or text. By providing digital engagement with your patients, it not only fosters a better relationship through quality care, but may help speed their recovery process and keep them on track to a healthier life.
Communication stops at the exit. Your patients’ need for health care doesn’t stop the moment they leave your office, so why should communication? Touching base with patients between appointments allows for you to share helpful and relevant health articles, remind patients to make follow-up appointments, and remind them to use your web portal.. These communications can range from hyper-personalized emails to automated bulletins that are generated based on predetermined criteria. Communication with your patients keeps your practice top-of-mind with your patients while providing valuable information at the same time.
Take the personal experience out of it. From the attention received from the physicians to the technologies being used, patients don’t just hope for top-of-the-line healthcare, they expect it. Take the time to send reminders of their upcoming appointments, check-in on their health progress, provide timely health advice, or even send birthday wishes. Personalized attention means collecting, storing, and integrating clean patient data with your email marketing platform. Daunting, isn’t it? However, the long-term quality in patient care and satisfaction makes your efforts well worth the time and money invested.
Keep patient visits awkward. Going to the doctor can feel like being put on the spot. Who likes being asked about their lifestyle choices or eating habits by someone they see a few times per year? According to Televox’s survey, 34% of participants said they would be more honest when talking about medical needs through an automated call or email. Patients feel like they have more control over their health when communicating with the provider on their own terms. By integrating personalized experiences and open communication with digital, there are several ways to make your patients feel more comfortable. By communicating via text message, apps, or offering automated systems where patients are offered a secure, confidential experience that’s free of perceived judgement, you get the information you need while providing a less awkward experience for your patients.
Although the healthcare industry is continuing to advance technologically, patient experience remains in a slump. Are you wondering how your website can provide a solid first impression for new patients? Perhaps improving patient-to-physician communication is at the top of your to-do list. Or maybe you’re trying to figure out what the next step is in delivering the highest quality of patient care and satisfaction possible. If you’re feeling the agony of digital, you’re not alone. Gate6 has the remedy. Give us a call. We’d be happy to discuss your pain points with you.