Mastering Patient-First Communication: A Use Case

by Case Studies

Highlights

Deliverables: 24/7 self-scheduling access for patients •  Integration with NextGen • Minimize no-shows and last-minute cancelations • Increase appointment confirmation rates • Reduce gaps in care • Communicate critical information to patients quickly and efficiently


Results: 4k self-scheduled appointment requests monthly • Reduced incoming patient call volume • Clear CTA’s on the website and social media channels • Multi-channel appointment reminders keep no-shows and last-minute cancelations low • Broadcast messaging delivers COVID-19 and inclement weather updates quickly across the patient base • Health campaigns keep patients on track with screenings and preventive/follow-up care

Background

We recently spoke with one of the largest dermatology practices in the Mid-Atlantic and Southeastern states—over 100 providers and a Relatient customer since 2019—to learn how they prioritized digital patient outreach and what was important to them in the decision making. Hyper-focused on patient access and communication, they realized it was time to mobilize consistent use of best-practice patient communications. This meant making a switch from their previous patient engagement vendor to someone who offered both the ability to standardize patient communication and the flexibility for location managers to update patients quickly when disruptions arise. Beyond this, they were looking for intelligent technology that could integrate into their practice management system, NextGen, to keep patients on track with follow-up and preventive care, make scheduling faster and easier, and propel optimal schedule utilization.

Simplifying Patient Communication from One Integrated Platform

Connecting with patients effectively across all the touchpoints of the patient journey meant building a cohesive strategy powered by one platform, starting with scheduling and extending through follow-up care and re-engagement post-appointment. Writebacks into NextGen make it easy—powering efficient workflows and reducing manual work for medical office staff.  

Scheduling

To make it easy for patients to access care as they need it, this Dermatology group schedules 5-6% of their appointment volume the same day and is committed to upholding this practice while fueling patient access after-hours and on the weekends. Patient Self-Scheduling is making it possible for them to empower patients—extending 24/7 scheduling access and creating a powerful engine for new patient acquisition and retention. They also utilize self-scheduling links to create clear, concise “click to book” calls-to-action on their social media channels and website, something their VP of Call Center Operations says is key to engaging patients. Since implementing Patient Self-Scheduling, the medical group has grown patient-scheduled appointments from 80 per month to 4,000 per month and continues to expand access.

Multi-Channel Automated Appointment Reminders

For this large medical group, leveraging best practices across more than 80 clinic locations was a priority, something their current vendor couldn’t offer them. With Relatient, they now leverage a standard reminder algorithm that utilizes voice, text, and email reminders for the highest confirmation rate and organizational comparisons. “Each modality is successful to different patient groups,” says their VP. 

Broadcast Messaging

While appointment reminders help maintain consistency and best practices across their 80+ locations, Broadcast Messaging offers medical group practice managers the ability to flex quickly when COVID-19 and other disruptions create a need to close clinics or change operating procedures. With an intuitive user interface, users can quickly message any information they need to groups large and small via text, voice, and email.

Automated Health Campaigns

Prior to leveraging Relatient’s health campaigns, this medical group says they were using manual outreach and mass mailings that offered little in the way of analytics for tracking new appointments and revenue and weren’t reliable or consistent. They now utilize Relatient Health Campaigns, powered by clinical data in the EHR, to automated communication to patients who are due for screenings and other preventive and follow-up care. Their VP says, “Health Campaigns are our one total answer to plugging in an automated message that’s intelligent and that we can have confidence is working every day and driving business and driving safety to patients and to the practices.” The patient response to health campaigns has been overwhelmingly positive, generating an estimated “thousands of appointments, millions of dollars, and an untold amount of patient safety.”

*Our customers are gracious to share their stories and outcomes with us; sometimes corporate policies or organizational structures mean they can’t publish their names alongside their stories. We’re grateful nonetheless. 

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