Design Healthcare Communications for an Improved Patient Experience

by | Feb 15, 2021

Improve time to payment while delivering a great patient experience with secure digital healthcare communications

If healthcare providers had big plans to implement an improved patient experience in 2020, it is highly likely they were derailed by COVID-19. Fortunately, all is not lost. The pandemic acted as a catalyst for innovation in patient communication, driven by the necessity to continue doing business, as well as changing patient expectations.

Yet, when measured against other industries, healthcare still does not fare well when it comes to customer service. Due to their exposure to great customer experience in other sectors, patients expect digital, secure, self-serve access to their healthcare information. Fulfilling these requirements, however, remains a challenge for healthcare providers. Strict regulations and complex workflow processes also impact their ability to focus on improving the patient experience.

Design patient communication with CX in mind  

When it comes to patient communication, one of the most common complaints centers around billing and payment. Patients cite difficulties in interpreting the bills they receive, particularly the important facts, such as the amount due, the payment due date, and what the patient vs insurance provider is required to pay.

Not only are patients frustrated when this information is hard to find or not presented clearly, but it could also result in delayed payment.

It makes sense then to design patient communication in a way that helps guide them through the most important information, such as details around how to settle an account.

Create a statement that improves patient experience

It is true that healthcare communications are governed by strict regulatory requirements, and in many cases, also subject to the limited output a legacy system can provide. This makes enhancing the patient experience challenging, but not impossible.

Take patient statements for example – there are three components that are critical:

Patient dataDATA

Creating a patient-centered statement begins with having access to the right data. This data has already been generated for other documents, so it is available. It is critical to have a strategy for handling sensitive customer data in a manner that is compliant and does not introduce risk of unauthorized exposure. This is due to the negative consequences of mismanagement of confidential information.

Redesign your patient statementsDESIGN

The design of the statement needs to answer the most important and common questions that patients have when it comes to managing or settling their accounts. A well- designed patient statement that provides information in a clear manner will prevent payment delays caused by a lack of understanding, and result in a better patient experience.

Ensure healthcare complianeCOMPLIANCE

The entire process of generating, publishing and storing a patient statement has to comply with numerous regulations, including the protection of privacy, accessibility, interoperability, and more.

Remove friction from the patient experience

Patients should not have to read through reams of invoices, legal terms and supporting documentation in order to understand their financial obligations. This adds friction in an already frustrating process.

Providing a simple summary statement for a patient and making it available on a secure online portal removes a lot of friction in the patient experience.

Doxim’s patient statement solution enables you to deliver a modern patient experience, within a secure and compliant framework.

Improve time to payment, while allowing your patients to enjoy the benefits of receiving their statements securely online. SPEAK TO A CCM HEALTHCARE EXPERT TODAY

3. Expansion of digital products

As banking customer behavior shifts, banks must move with the times, or risk getting left behind. Many banks today are exploring the power and potential of open banking, which can allow them to offer more innovative products and services to their customers, as well as to better compete with fintech companies and other non-traditional financial service providers.

As you shift your banking business model to reach new segments or provide an enhanced array of services, communication becomes even more pivotal to your success. After all, if your customers don’t know which new services they qualify for, or how those services will help them meet their goals, then they are unlikely to explore them further. CCM technology can be leveraged here to provide personalized on-statement messaging that directs customers to the right products and services, as well as 1:1 personalized “explainer” videos to help them get started.

Adjusting your bank’s priorities to thrive in 2023

In an era of constant change, the key to successfully transforming your bank’s business model will be to stay attuned to the changing needs and preferences of customers, and to be open to exploring new opportunities and technologies that can help your FI stay competitive and relevant. But these new opportunities are doomed to fail if you do not clearly communicate their benefits and make it simple for customers to access them.

That is why transforming your customer communication strategy is the best first step to broader digital transformation. By updating your approach to communications to meet omnichannel customer needs, you also position your bank to communicate the benefits of changes in your broader organization, like new or enhanced products and services. The pace of change in banking has never been brisker – but with the right strategic approach to these changes, the future is bright.

Investing in a modern customer communication management and engagement platform is an essential part modernizing your banking strategy, as it can provide the personalized digital experiences that will keep your bank or credit union ahead of the competition. It helps provide a great customer experience, and builds rich relationships, which in turn results in customers for life and a competitive advantage in the rapidly evolving financial marketplace.

How Doxim can address the banking customer communications trends identified and help future-proof your digital banking strategy

banking customer communications trends

Doxim’s experienced consultants and omnichannel platform can help transform your customer experience in many ways, including:

  • Gathering and utilizing customer data to continually improve the personalization of communications.
  • Building trust with customers via communication (via print, PDF, HTML, email, text, and online interactive experiences).
  • Leveraging interactive video to drive personalized digital customer experiences, such as interactive statements, bills, or reports, that offer visual engagement and real-time interactivity
  • Putting customer data, including customer statements, at the fingertips of your service representatives for immediate and personal service.
  • Making a meaningful connection with value-added content, like information about philanthropic activities, on customer statements.

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