Open Nav



sudha

By sudha

In the healthcare space there exists a number of different stakeholders, all of which have a vested interest in proactively engaging their customers. In Healthcare we are seeing large shifts towards patient centric services, fierce competition and increasing customer service expectations. There are a number of different use cases for proactive customer engagement in healthcare, each providing unique value for business growth and customer retention. With the end objective being business/profit growth, companies in the healthcare space are looking to maximize value from their existing customer base. As the old adage goes, it costs 5 times more to acquire a new customer than it does to retain an existing customer. Proactive engagement allows healthcare businesses to interact, build relationships and provide value to their existing customers over time. As we look at the different use cases we’ll see that not only does proactive engagement result in customer retention, but also provides operational efficiency benefits for businesses.

 

Gaining a competitive edge

Healthcare practices are facing greater competition as consumer demand pressures practices to deliver a higher class of service. As these practices feel the heat from rising consumer expectations and fierce competition, they should not only be focused on customer acquisition but also on maximizing the value of their current customers. In any clinical setting, whether it be a small doctor’s office or a large health network, a large emphasis is placed on getting customers to their appointments. The reason for this is glaringly obvious, if the customer schedules an appointment and never shows, the business does not make money on the appointment. Simple enough, right? With no show rates in the range of 5%-10% of appointments booked, there is a lot of potential revenue being left on the table. By increasing the value from existing customers, healthcare practices will not only increase revenue but also justify the cost for new client acquisition, now with a much higher ROI per new customer. The solution provided by a proactive engagement strategy aims to reduce no show rates thereby providing a hard, quantifiable ROI. A proactive engagement strategy will be comprised of multiple channels, enabling the customer to interact, rather than just sending one way communications. One way this can be demonstrated is with a 2 way SMS interaction. In this scenario an automated SMS message would be sent to a customer the week of an appointment. This SMS would give a reminder of the appointment but also give the customer the option of replying “Reply to this message with ‘yes’ to confirm this appointment or reply with ‘no’ if you will not make it.”

 

Schedule Management

Patient appointment and schedule adherence is not only an important factor to maximize revenue, but is also critically important to maintain operational efficiency within the practice. The medical office or department will schedule their day based on the customer appointment schedule. If a customer no shows or is significantly late, doctors and nurses will not make efficient use of their time. In this scenario last minute walk in patients will also have to wait significantly longer than if the patient either showed or declined the appointment ahead of time. To ensure patients adhere to their appointments and are prompt, the above example of a two way SMS message would apply here as well. Additionally, more detailed information could be delivered, ensuring the patient is clear on the time and address of the appointment. For larger practices with multiple locations it will be important to confirm the correct location of the appointment. A new use case which is beginning to gain traction in the market is automated data push via online scheduling. In this scenario a first time patient schedules an appointment with a new primary care physician. Upon submitting the online appointment request, the patient receives an email with an attached PDF including all of the forms he or she will need to provide to the practice. This will greatly expedite the appointment for the customer and allow practices to operate more efficiently and see more customers within a day.

 

Take a proactive role in patient health

Customers are increasingly expecting their primary care physicians to take a more proactive role in engagement as ‘patient centered care’ becomes a largely adopted trend. The US population has become busier and more mobile than ever, with this, PCPs can provide value by proactively participating in their patients’ health interests through more regular engagement. Multiple stakeholders involved in the healthcare process have an interest in ensuring patients remain healthy and regularly visit their primary care physician. From a business value perspective we’ve talked about doctors and health networks, but health insurance providers also have an interest in keeping patients well. As the healthcare industry slowly transitions from a fee for service model to a fee for value/results model, preventative services are becoming largely emphasized. Doctors and insurance providers have a large interest in ensuring customers take advantage of services such as checkups, flu shots and mammograms. With a proactive customer engagement strategy spanning multiple channels, businesses can market these services more effectively and drive increased customer appointments.

 

Currently there is a lot of opportunity being left on the table in the healthcare industry. Proactive customer engagement used effectively will ultimately result in increased business value, but also, healthier customers in the long run. As competition grows between healthcare practices, it will be critical for these businesses to leverage their existing customer base to build loyalty and maximize revenue. The hard ROI attainable by adopting a proactive engagement strategy will become increasingly attractive as healthcare businesses explore technology solutions as a means to drive growth.

Built to help marketers and product teams increase
conversions, engagement and retention

“”

Write Us a Comment

Your email address will not be published.


Comments (44)

sudha
  • By Anonymous -

    There are actually loads of details like that to take into consideration. That is a great level to carry up. I supply the thoughts above as basic inspiration however clearly there are questions like the one you convey up where a very powerful thing can be working in trustworthy good faith. I don?t know if finest practices have emerged around issues like that, however I’m sure that your job is clearly recognized as a fair game. Both boys and girls really feel the impression of just a second抯 pleasure, for the remainder of their lives.
    irving shoes [url=http://www.kyrieirving-shoes.us.com]irving shoes[/url]

  • By Anonymous -

    A lot of thanks for each of your hard work on this web site. My daughter takes pleasure in going through investigation and it’s really easy to see why. Most of us hear all about the compelling form you provide advantageous tactics via this web site and as well invigorate participation from visitors on the issue then my girl has always been becoming educated a lot of things. Take pleasure in the rest of the new year. Your doing a splendid job.
    yeezy

  • By Anonymous -

    I discovered your weblog website on google and check a couple of of your early posts. Proceed to maintain up the excellent operate. I just additional up your RSS feed to my MSN News Reader. Seeking forward to studying more from you afterward!?
    yeezys

  • By Anonymous -

    I definitely wanted to write a simple comment so as to say thanks to you for those pleasant techniques you are writing at this site. My extensive internet search has at the end been honored with beneficial facts to go over with my friends and classmates. I would state that that many of us readers are unquestionably fortunate to live in a useful place with very many outstanding individuals with valuable points. I feel very lucky to have discovered your entire web page and look forward to really more cool times reading here. Thanks a lot again for all the details.
    nmd uk

  • By Anonymous -

    You should participate in a contest for probably the greatest blogs on the web. I’ll recommend this website!
    adidas nmd

  • By Anonymous -

    Your place is valueble for me. Thanks!?
    adidas yeezy boost

  • By Anonymous -

    I intended to post you that little bit of word to be able to say thanks again considering the splendid concepts you’ve shared on this website. It is certainly seriously open-handed with you to deliver extensively just what a number of us would’ve supplied as an electronic book to help with making some money for themselves, and in particular now that you might well have tried it if you ever decided. Those secrets as well acted to be the fantastic way to comprehend some people have a similar dream just as mine to grasp somewhat more with reference to this problem. I think there are a lot more pleasurable periods up front for people who browse through your blog post.
    yeezy boost 350 v2

  • By Anonymous -

    Nice post. I learn one thing more challenging on completely different blogs everyday. It should at all times be stimulating to learn content material from different writers and practice a little one thing from their store. I抎 desire to make use of some with the content material on my blog whether or not you don抰 mind. Natually I抣l offer you a hyperlink in your web blog. Thanks for sharing.
    Adidas NMD Men Women Carbon Gray

  • By Anonymous -

    I enjoy you because of all of your effort on this website. My mum enjoys conducting internet research and it’s really obvious why. My partner and i notice all relating to the dynamic tactic you give priceless suggestions through this web site and as well improve participation from people on that issue plus our favorite princess is without question studying so much. Have fun with the rest of the new year. You’re carrying out a first class job.
    yeezy boost 350 v2

  • By Anonymous -

    It’s best to take part in a contest for probably the greatest blogs on the web. I’ll recommend this site!
    goyard tote

  • By Anonymous -

    My wife and i got absolutely fortunate that Peter could complete his web research because of the ideas he gained through the web page. It is now and again perplexing to simply continually be giving freely guidance that many others might have been making money from. So we discover we have got the writer to be grateful to for that. The illustrations you’ve made, the simple web site menu, the friendships your site help foster – it’s many excellent, and it is facilitating our son in addition to us recognize that this subject matter is exciting, and that’s unbelievably important. Many thanks for the whole lot!
    adidas yeezy

  • By Anonymous -

    Howdy! I just would like to give an enormous thumbs up for the good info you will have here on this post. I will probably be coming back to your blog for more soon.
    tory burch outlet

  • By Anonymous -

    This really answered my drawback, thanks!
    supreme hoodie

  • By Anonymous -

    My spouse and i were really joyous when Emmanuel managed to round up his web research through your ideas he discovered using your site. It is now and again perplexing to just be giving away information and facts which the others might have been trying to sell. We recognize we have got you to give thanks to because of that. The specific illustrations you made, the straightforward blog menu, the relationships you help to promote – it’s many astounding, and it is leading our son in addition to our family consider that that theme is awesome, which is certainly exceedingly vital. Many thanks for everything!
    yeezy shoes

  • By Anonymous -

    After examine a few of the blog posts in your website now, and I actually like your method of blogging. I bookmarked it to my bookmark website list and can be checking again soon. Pls take a look at my web site as effectively and let me know what you think.
    kobe 11

  • By Anonymous -

    An attention-grabbing dialogue is value comment. I believe that it’s best to write more on this subject, it may not be a taboo subject however typically people are not sufficient to speak on such topics. To the next. Cheers
    nike mercurial vapor

  • By Anonymous -

    Thanks a lot for providing individuals with an extremely marvellous possiblity to check tips from here. It is always very superb and as well , full of a good time for me personally and my office mates to visit your blog on the least 3 times weekly to find out the newest guidance you have got. And lastly, I’m so usually astounded with all the awesome solutions served by you. Selected 2 ideas in this article are absolutely the most efficient I’ve ever had.
    yeezy shoes

  • By Anonymous -

    I truly wanted to type a remark so as to appreciate you for the unique hints you are giving here. My extended internet search has at the end been honored with beneficial strategies to go over with my companions. I would believe that most of us visitors are unquestionably blessed to live in a fine website with very many brilliant people with very helpful pointers. I feel extremely grateful to have discovered your entire weblog and look forward to so many more excellent times reading here. Thanks once more for a lot of things.
    yeezy boost 350 v2

  • By Anonymous -

    There are certainly a number of details like that to take into consideration. That could be a great level to deliver up. I supply the thoughts above as normal inspiration however clearly there are questions like the one you carry up where an important thing can be working in honest good faith. I don?t know if finest practices have emerged round issues like that, but I’m certain that your job is clearly identified as a good game. Both boys and girls feel the affect of only a moment抯 pleasure, for the remainder of their lives.
    lebron shoes

  • By Anonymous -

    A formidable share, I just given this onto a colleague who was doing a little evaluation on this. And he in truth bought me breakfast because I discovered it for him.. smile. So let me reword that: Thnx for the deal with! However yeah Thnkx for spending the time to discuss this, I feel strongly about it and love reading extra on this topic. If attainable, as you develop into expertise, would you mind updating your blog with more details? It’s highly useful for me. Big thumb up for this weblog submit!
    retro jordans

  • By Anonymous -

    Aw, this was a really nice post. In thought I wish to put in writing like this moreover ?taking time and actual effort to make a very good article?however what can I say?I procrastinate alot and by no means appear to get one thing done.
    kyrie 4

  • By Anonymous -

    This site is known as a walk-by way of for all of the data you needed about this and didn抰 know who to ask. Glimpse here, and also you抣l definitely discover it.
    van cleef and arpels

  • By Anonymous -

    I truly wanted to construct a simple word to express gratitude to you for those lovely ways you are placing on this site. My time-consuming internet search has at the end been paid with beneficial strategies to exchange with my good friends. I ‘d suppose that many of us website visitors actually are quite lucky to be in a really good community with so many lovely individuals with valuable pointers. I feel very happy to have seen your entire site and look forward to plenty of more exciting minutes reading here. Thank you again for everything.
    yeezy boost 350 v2

  • By Anonymous -

    That is the proper weblog for anybody who wants to search out out about this topic. You realize a lot its virtually laborious to argue with you (not that I really would need匟aHa). You definitely put a brand new spin on a subject thats been written about for years. Great stuff, simply nice!
    michael kors handbags

  • By Anonymous -

    My spouse and i were very happy that Louis could finish off his homework using the ideas he had from your very own web site. It’s not at all simplistic to just be giving for free guides which usually other folks could have been trying to sell. And we remember we have the blog owner to give thanks to because of that. These illustrations you have made, the simple site navigation, the relationships your site assist to instill – it’s everything fantastic, and it is letting our son in addition to us recognize that this concept is interesting, which is really indispensable. Many thanks for the whole thing!
    yeezy shoes

  • By Anonymous -

    There are some fascinating cut-off dates in this article but I don抰 know if I see all of them center to heart. There may be some validity however I will take hold opinion until I look into it further. Good article , thanks and we would like extra! Added to FeedBurner as properly
    vans outlet

  • By Anonymous -

    Can I simply say what a aid to find somebody who really is aware of what theyre speaking about on the internet. You definitely know how you can convey a difficulty to mild and make it important. More folks need to learn this and understand this aspect of the story. I cant believe youre not more popular because you undoubtedly have the gift.
    nike basketball shoes

  • By Anonymous -

    A powerful share, I just given this onto a colleague who was doing a little evaluation on this. And he in fact purchased me breakfast as a result of I discovered it for him.. smile. So let me reword that: Thnx for the treat! However yeah Thnkx for spending the time to debate this, I really feel strongly about it and love reading extra on this topic. If possible, as you grow to be expertise, would you mind updating your blog with more details? It’s extremely useful for me. Huge thumb up for this blog post!
    bape hoodie

  • By Anonymous -

    You made some decent factors there. I seemed on the internet for the issue and found most people will go along with along with your website.
    cheap jordans

  • By Anonymous -

    I wanted to compose you one bit of word just to give many thanks over again relating to the great information you’ve documented on this website. It has been certainly seriously generous with people like you to make openly all that some people could possibly have offered for sale as an ebook to help with making some bucks for themselves, mostly given that you might have tried it in the event you considered necessary. These basics in addition acted to be the fantastic way to recognize that someone else have the same eagerness just like my personal own to understand significantly more with regard to this condition. I am certain there are thousands of more fun situations up front for individuals that read through your blog.
    nmd

  • By Anonymous -

    It抯 arduous to find knowledgeable people on this subject, however you sound like you know what you抮e speaking about! Thanks
    links of london

  • By Anonymous -

    I in addition to my guys have been digesting the excellent things found on your web blog and then instantly developed an awful suspicion I never thanked the website owner for those strategies. The people were definitely for that reason stimulated to learn all of them and now have unquestionably been using them. Appreciation for simply being quite considerate and then for deciding on such nice things most people are really wanting to understand about. Our own sincere apologies for not saying thanks to you earlier.
    adidas ultra boost

  • By Anonymous -

    The next time I learn a weblog, I hope that it doesnt disappoint me as much as this one. I imply, I do know it was my option to learn, however I truly thought youd have something attention-grabbing to say. All I hear is a bunch of whining about something that you could possibly repair if you happen to werent too busy searching for attention.
    converse outlet store

  • By Anonymous -

    I was very pleased to seek out this net-site.I wished to thanks to your time for this wonderful read!! I undoubtedly enjoying each little little bit of it and I have you bookmarked to take a look at new stuff you weblog post.
    adidas ultra

  • By Anonymous -

    I was more than happy to seek out this internet-site.I wished to thanks on your time for this wonderful learn!! I definitely having fun with every little little bit of it and I’ve you bookmarked to take a look at new stuff you blog post.
    yeezy boost 350

  • By Anonymous -

    Hello! I just would like to give a huge thumbs up for the nice info you could have right here on this post. I will probably be coming again to your blog for more soon.
    adidas nmd r1

  • By Anonymous -

    That is the best weblog for anyone who needs to find out about this topic. You understand a lot its virtually hard to argue with you (not that I truly would want匟aHa). You definitely put a brand new spin on a subject thats been written about for years. Great stuff, simply nice!
    ultra boost 3.0

  • By Anonymous -

    I as well as my buddies were actually reading the excellent hints located on your site and so the sudden got a horrible feeling I had not expressed respect to the site owner for those tips. All the men are already totally very interested to study them and have undoubtedly been taking advantage of those things. Thanks for simply being indeed thoughtful and then for getting variety of superior information most people are really desperate to be informed on. My personal sincere regret for not saying thanks to sooner.
    cheap nba jerseys

  • By Anonymous -

    WONDERFUL Post.thanks for share..extra wait .. ?
    yeezy boost 350

  • By Anonymous -

    I used to be recommended this blog by way of my cousin. I’m no longer certain whether this submit is written by means of him as nobody else know such exact approximately my difficulty. You are amazing! Thanks!

    http://www.furtdsolinopv.com/

  • By Anonymous -

    Hi, my partner and i quite like your post a lot, anticipating the next.
    http://ww.inluxe.cn/?p=6197

  • By Anonymous -

    Hello Kathy, Are you actually sure often the. htaccess document exists? Make an bare. htaccess record add the item. If you can see the data an individual transfer then the idea don’t are present to start with: )
    http://www.xn--kryddorfrnrosengrd-dubh.se/?p=19889

  • By Google -

    Every once in a even though we decide on blogs that we study. Listed below are the latest sites that we opt for.

  • By Anonymous -

    No strings attached Hoookup site

    http://www.horny4u.club