In recent years, healthcare organizations have spent millions of dollars to develop patient portals. These patient portals or tools help the patient to manage their own healthcare. How ever most of the patients still prefer to communicate with their health care providers or make appointments online through phone. In this blog we will discuss ideas of how to improve front door operations to maintain patient and provider satisfaction.
Leveraging existing technological investments
Healthcare industries have spent a lot of money and made a considerable amount of investment in technology. Technology includes patient and automation tools. What organizations can do to maximize these investments are as follows:
- Integrating systems: To enhance healthcare delivery and improve patient engagement, integrating patient portals with the existing HER system is important. With the help of this, providers will be able to access the patient’s up-to-date health information, which includes medical histories, lab results, and more. On the other hand, patients can also review their medical records and communicate with their healthcare providers.
- Promote usage: They can educate the patients on how to use these patient portals and online tools to access their health information. They can do that by providing demos, in clinics or online videos so more patients can use this technology with ease.
Address consumer behavior patterns
To manage their health care, consumers are demanding multiple channels for flexibility and convenience. To cater for this goal healthcare organizations should follow these strategies:
- Adopt multichannel approach: With the help of this patients can choose the method of communication they desire. They can do that through cell phones, mobile apps, text messages and more to communicate with their providers.
- Monitor preferences: Track their preferences and tailor the services accordingly to meet the needs of different patient groups.
- Offering hybrid solutions: Healthcare organizations can offer hybrid solutions. This means that if patients are using digital technology such as booking an appointment online, this can be combined with traditional approach such as calling them to remind them of their appointment.
Reduce financial impact of workforce shortages
There is an increased workload on existing staff because of the shortage of staff, to solve this problems healthcare organization must do the following:
- Digitize the voice channel: Using AI technology and chatbots can help with this. For example, using an automated voice can help u answer simple questions and if the problem is not solving, they can connect you with the staff. This voice system that answers your simple questions can help decrease the workload on staff, so they do not have to attend each call.
- Increase frontline staff productivity: Training staff to work alongside with AI can improve efficiency. By using AI tools, the staff can focus more on complex situations.
- Offering virtual appointments: Offering virtual appointments can also help the patient get the care they need without putting burden on the healthcare providers.
Conclusion
By strategically implementing solutions such as leveraging existing technology investments, offering multiple channels, digitizing voice channel and more, healthcare organizations can become successful in creating more efficient and patient centered care. This approach ensures the best possible care for both patients and the healthcare organizations.
