Patient-Centered Approach to Engagement
Patient-centered engagement is about understanding patient needs, desires, and behaviors and bending technology to meet them.
Align with a patient’s exsiting habits.
Communication is intuitive when it’s someone you know well. Catching up via Facetime and phone calls with your family. Making plans over texts with friends. Emailing updates with your work colleagues.
No matter who it is, you have the best luck engaging people in your circle when you use the method most natural to them. Any deviation from how you usually communicate with each other in those situations makes a response much less likely.
Even still, many organizations opt to build their own website portals and apps to try to engage their customers, instead of starting where the people they want to reach already are.
A patient-centered approach starts with the question: “What if we engaged patients like family and friends? What if we came to them?”
- Text (sms) 98%
- eMail 20%
- Voice Mail 20%
- Provider Portals 5%
- Provider Apps 2%
Improve your patient enagement, outcomes and revenue.
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The dos and don’ts of patient-centered engagement.
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Understand a patient's needs and habits holistically
How is engagement going to fit into their daily life?
People use email, voice, text and more. So should you.
Make it mobile
If they can do it on their phone, they can do it anywhere.
Push timely and relevant triggers
Without triggers there are no behaviors.
Break up engagement into easy, quick actions
The easier it is to do the more likely someone will do it. The faster, the more habit forming.
Don't use passwords or usernames
Not only are passwords less secure, they are a pain to remember and a barrier to engagement.
Don't rely on portals or apps
They break with a patient’s exsisting habits and create another barrier to action.
Don't become enamored with new technology
The newer the technology, the lower the adoption and reach. The technology becomes its own hurdle.