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Kelly McCormick
April 26, 2022

Technology can provide drastic improvements in patient experience and retention efforts

The patient experience is always at the forefront of any physician practice or ASC. As many locations continue to work through lengthy backlogs, technology has become key to remaining organized and efficient while attempting to bring patients back for in-person care. Thus, technology and patient experience have an ever-strengthening relationship.

Below are four ways you can implement technology to improve patient experience and retention efforts.

Web-based chatbots

Now more than ever patients are demanding access to around the clock care, especially from their healthcare providers. As a result, website-based chatbots remain a popular tool for patient engagement and retention.

These bots can assist patients in scheduling, billing, general FAQ’s and more 24 hours a day, 7 days a week. This accessibility also frees up time for staff and physicians to focus on current patients or other necessary tasks, improving efficiency and reducing burnout.

Reading/Responding to online reviews

The rise of social media in healthcare has increased the necessity for physicians to maintain their online reputation. One of the most common ways to accomplish this is through responding to online reviews.

Reviews can be posted in several locations but are most commonly found on Facebook and Google. No matter the tone, positive or negative, physicians and staff should make a point to read and respond to all reviews.

Patients with positive reviews can be asked to complete an internal patient satisfaction survey. This can help identify areas where your practice or center is excelling, allowing for praise of staff members involved.

Conversely, negative reviews need addressed. Patients who post a negative review need to receive acknowledgement and politely asked to identify areas of improvement. Locations who attack, dismiss, or outright disregard negative reviews come off as ingenuine. They may also appear uncaring of the feelings of their patients. This makes approaching and responding to negative reviews even more important than positive reviews. This can also provide vital insight as to areas of improvement throughout your patient experience.

Train staff in specific areas of patient experience

New staff members and physicians should be shown how their attitudes and actions can directly impact the patient experience. If your practice or center offers a patient experience survey, take new staff members through each question, and explain how they can help provide a positive experience for patients.

This effort can boost patient recall overtime, as patients with repeated positive experiences will me more likely to continue to return for care.

Connect with each patient

Throughout a busy day it may be hard to remember to speak with every patient. Simple questions about a patient’s family or weekend plans offers a feeling of genuine care from their healthcare provider, rather than as just another name on their schedule.

A connection with a patient can drastically improve a physician’s reputation and leave the patient feeling they had a high-quality visit. This may also entice patients to leave a positive review online following their visit.