Patient communication systems are the gateway to improved patient engagement, as they play a key role in nurturing the doctor-patient relationship. Many medical practices primarily use these systems for common doctor-patient communications, such as sending appointment reminders. Most practices recognize the ROI of these systems because they free up staff time and reduce patient no-shows, leading to more patients being seen and cared for.
However, sending appointment reminders is only a small part of what these systems can do, and often they aren’t as effective as they could be. With the New Year approaching, many executives are evaluating their current patient communication systems and considering more effective options.
Important factors to consider when assessing a patient communication system include:
Whether it helps achieve your goals
How you measure progress
What your process is and whether you use all available tools
How you gather and use patient and staff feedback
Whether the system addresses patient needs
The majority of patient communication systems serve three primary functions:
Improve workflows and efficiency by reducing manual processes like reminder messages
Increase provider productivity by streamlining recalls, reactivations, and reducing patient no-shows
Improve patient satisfaction and retention by communicating through patients’ preferred methods
Each practice is different, so it’s crucial to prioritize goals and ensure alignment. Setting clear, prioritized goals is essential because goals may conflict. For example, in an ophthalmology practice targeting an affluent demographic, improving patient satisfaction might take precedence over reducing no-shows. Sending five reminders per week might reduce no-shows but could irritate patients, so the practice might choose to reduce reminders to maintain satisfaction.
Conversely, a Federally Qualified Health Center facing high no-show rates might prioritize appointment attendance over patient satisfaction scores and choose to send multiple reminders weekly. The approach depends on the specific patient population and practice priorities. It’s essential to decide what is most important and align strategies accordingly.
Measuring whether a system is working requires assessing specific metrics. Recommended metrics include:
Patient no-show rates and their reduction
Staff time spent using the system
Recall success rates—how many patients schedule appointments after recalls
Patient retention rates—how many patients stay with the practice
Revenue per provider—tracking increases or decreases
Patient satisfaction—using measures such as Net Promoter Score
Successful practices also develop clear processes for using their systems. This includes:
Deciding when and how staff will generate and use reports
Choosing between centralized or decentralized follow-up processes
Ensuring follow-ups are completed
Determining which aspects of communication can be automated while understanding the risks
Getting regular feedback from patients and staff is critical. Although some complaints are inevitable, most patients appreciate streamlined communication. Making communication easy typically results in more positive feedback.
Ultimately, the focus should remain on patient needs. Effective communication starts with understanding what patients care about most and helping them achieve their goals. For example, a low-income patient population may prioritize affordable services, while a high-end dermatology office’s patients may prioritize professionalism and personalized service.
To understand patient needs better, consider:
How to simplify processes like paperwork, scheduling, eligibility verification, and payment
How to reduce wait times
How to lower out-of-pocket costs
The simplest things you can do to help patients become healthier
What you want patients to think of when they think of your office
In summary, to gauge whether your patient communication system is effective, you should:
Identify measurable goals
Have a method to track progress
Develop a defined process for using the system and following up
Gather valuable feedback from patients and staff
Focus on meeting patients’ needs
At Vital Interaction™, we work to ensure the highest quality of patient communication and support practices every step of the way. Contact us at (512) 487-7625.
