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In the News: HealthIT Answers

The answer to why patients continue to feel dissatisfied with their healthcare experience lies in leveraging preferred patient communication channels. Unfortunately, many hospitals and health systems haven’t prioritized new technologies that automate these favored channels efficiently, and instead are stuck using outdated and burdensome communication methods. Patients are frustrated with these interactions and desire to connect with the health system as similarly and conveniently as they do with other everyday transactions—through text or SMS-based messaging.

The use of text or SMS-based messaging as the preferred patient communication channel ensures timely outreach in a way that’s more accessible, customized, and provides on-demand insight via the devices these individuals already use every day. By removing the headache of manual phone calls, downloading an app, or logging in to a patient portal, the patient experience improves.

And while portals are still important for patient communication, a recent KLAS survey noted that 26% of respondents never access their portal or don’t think a portal is offered by their provider. This data confirms that individuals are seeking more convenient alternatives to access information and communicate with their healthcare teams.

Hospital staff also benefit from leveraging preferred patient communication strategies. Traditional engagement approaches force healthcare teams to focus their time and energy on administrative tasks such as scheduling via inbound phone calls, returning messages, leaving voicemails, or manually rescheduling canceled appointments. By implementing text-based channels and automated technologies, staff no longer have to worry about repetitive, hands-on engagement and can instead focus on what really matters most: caring for the patient.

Hospitals and health systems must continue to leverage automated technologies that support preferred patient communication. Giving more control and convenience to patients will increase their overall healthcare experience, as well as create more efficiency and empowerment for health system staff.

In his latest article, Kamal Anand shares more on how healthcare organizations can better meet patient experience expectations. Read the full HealthIT Answers article here.

“Adopting the HouseCalls Pro platform has endeared us to our operations and executive teams. ACPNY has implemented a variety of automated workflows and over twenty Epic-event-based messages. We also love the self-service capability and on-demand broadcast messaging.”

Venus Jones | Director, Revenue Cycle Systems
AdvantageCare Physicians

“Since adopting HouseCalls Pro to capture real-time, self-reported patient information via SMS and record that in Epic, we have continued to expand the use of automated workflows. The configurability of the system and the service provided has been excellent.”

Anthony Brown | Director, Application Services
Kettering Health Network

“Recently, a whole practice had to move. HouseCalls Pro provides tools that send reminders out, so we didn’t have a time delay to send out customized messages. We didn’t have to wait for TeleVox’s staff to build something. That helped our practice because we didn’t have to reach out to each patient to let them know where the new location was. Reaching out to each person would have cost a lot of money, so TeleVox’s system has saved us a lot of money. Everything ties into the finances. With this solution, we can utilize our time for other things. Our patient turnover would cost us in the long run if we weren’t utilizing the time slots and the follow-up program. Patients have come back, and we have made them aware that they need to be seen for things. The solution has definitely had a positive financial impact.”

Manager | Customer Interview Conducted by KLAS Research About ROI/Cost

“TeleVox’s greatest strength is customer service. When I have questions or need somebody to intervene, I get very good responses from my account manager. That individual is excellent and always checks on us to see whether there is anything they can do.”

Manager | Customer Interview Conducted by KLAS Research About Service and Support

“I really believe in the HouseCalls Pro product, and I regularly engage in networking with other people that use the system. I am a big fan of the platform and the framework on which the platform is built.”

Manager | Customer Interview Conducted by KLAS Research About Technology

The Patient Family Notifications workflow has helped a lot with logistics. Especially since we have limitations on people entering the hospital due to COVID protocols. It has really helped coordinate with rides. Family members drop the patients off and eventually they get the message that their family member is in recovery and know it’s time to head back into the hospital to pick them up. That is very helpful.

Claudia Andrade | Senior Applications Analyst
Cambridge Health Alliance
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