Automated engagement between healthcare providers and patients is here to stay. The basic tool kit allows providers to automate one-way messaging via email, phone and text. A more robust approach allows patients to schedule from within the message and engage their provider with questions, in real-time. Healthcare providers are leveraging chatbots to provide real-time Q&A, provide education and create a more meaningful connection with their patients.
Our friends at QliqSOFT share “Patients who are not engaged in their healthcare are three times as likely to have unmet medical needs and twice as likely to delay medical care than more motivated patients.” Chatbots help healthcare institutions close communication and education gaps. Here are three ways chatbots can enhance your patient outreach:
- Automate a Personalized Experience
- Connect Meaningfully with Patients
- Deliver Engaging Content
Automate a Personalized Experience
Chatbots help healthcare providers connect with patients using an on-line chat conversation via text or text-to-speech, in lieu of providing direct contact with a human agent. The patient receives information they are looking with little to no one-on-one human interaction. Designed to simulate a healthcare provider as a conversational partner, chatbot systems rely on continuous tuning and testing to maintain conversational interaction. Healthcare providers are finding success using the automated chatbot feature to answer common questions and deliver information about routine care, managed recovery, medication adherence, curbside check-in, and paperless intake.
Use Chatbots to connect with Patients
Chatbot access is delivered to patients via SMS text messaging, email, QR codes, websites, and more. The flexibility to connect patients in the communication channel they prefer increases the likelihood of engaging and benefiting from the interaction. The simple interface is customizable and can be designed to engage patients in their preferred language and time of day. Using a chatbot to amplify initial outreach can help bridge gaps in understanding by providing patients with the option of asking questions and receiving information in real-time:
- Pre-Procedure Plans
- Post-Procedure Care Instructions
- Special Services Process and How-To
Deliver Content Your Patients will Consume
Patients have varying concerns, interests, and attention spans. Healthcare providers and patients benefit when the right information lands at the right time and in a way that is easy to understand. Chatbots provide the mechanism to route patients to the answers they need in multiple formats. Look for chatbot solutions that allow you to deliver a variety of content types:
- Fact Sheets
- Embedded Video
- Web Links
- Quick Forms with Electronic Signature Capture
Healthcare organizations seeking an efficient and effective tool for reaching their patients should consider adding a chatbot to their patient engagement toolkit. Automating connection with a chatbot builds trust with patients by providing timely answers to questions and delivering health education. In addition, healthcare teams can use triggered event workflows to launch chatbot engagement that positively impacts care plan compliance, helps close care gaps, boosts recall, and reduces the administrative costs associated with manual outreach.
CLICK HERE to download the eBook, Healthcare’s New Normal: Transforming How You Connect with Patients During COVID-19 and Beyond, for tip and best practices for connecting patients in the right place at the right time.