Increasing Healthcare Quality with Accessible Documents

by | Jun 7, 2020

Is your healthcare organization accessible to the estimated 26% of the population living with some kind of disability? Chances are good that your physical premises have a host of accommodations in place for these individuals.

If you haven’t taken a thorough look at the accessibility of your website, apps, and documents, then you aren’t really providing an inclusive and equitable experience for all your patients, including Persons with Disabilities (PWD). This can be such a barrier, in fact, that surveyed PWD patients highlight “improving communication” as a key area for increasing their health care access and quality.

The Legal Mandate

Digital accessibility isn’t just a “nice to have.”

If you’ve been watching the news about the recent accessibility case brought against Domino’s Pizza, then you may already be aware that early in October, the Supreme Court left intact a lower court finding that the Americans with Disabilities Act (ADA) does indeed apply to digital spaces as well as physical space.

Since 2016, Domino’s has been embroiled in a lawsuit with a blind customer over a non-accessible website and has argued that the ADA, first established in 1990, should not apply to digital properties like websites. The Supreme Court, clearly, does not agree with this position.

What does this mean for your healthcare organization? In a nutshell, just as you are required to maintain accessibility in your offices, clinics, and other physical locations, you also need to ensure that your digital properties, customer communications and medical documents are accessible.

Otherwise, you could be subject to demand letters, lawsuits, and negative press that threatens both your brand reputation and your bottom line.


The Patient Experience Upside

Although the impetus to increase your healthcare organization’s compliance with the ADA may initially be to avoid legal action, there’s a real and tangible patient experience upside to embarking on a digital accessibility project.

For example, 24 million Americans report that they experience vision loss, and that number is expected to grow as the baby boomer generation ages and experience age-related vision degradation.

This population will benefit from websites and documents that can be accessed through screen-reader technology. Patients living with vision loss have the same expectations as the rest of your patient base – they want 24/7, barrier-free access to their health information.

Provide this, and you’ll retain these patients, and attract other patients who are looking for an inclusive healthcare provider. You’ll also enhance your brand reputation as an organization that cares about the quality of life of its patients, and wants to empower them to achieve the best outcomes possible.

Document Accessibility for Connected Healthcare

Making documents accessible is a critical part of any broader accessibility strategy. That’s because some of the most critical interactions between a patient and their healthcare service provider occur through their bills, procedure-related documents, and other routine communications.

By implementing accessible documents, you ensure that health-related documentation can be read and reviewed by every patient, including those who use assistive technology like screen readers to access digital information.

On the page, these documents look exactly like the documents you already provide to patients. But behind the scenes, additional attributes are added to the document, so an individual using assistive technology like a screen reader is provided with the data in a comprehensible fashion.

The enhanced statements are then made available through an accessible portal, so patients with disabilities can access them easily, removing the barrier to information that PWD focus groups have highlighted as a major concern.

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Learn More About Accessibility

Are you ready to proactively meet ADA mandates around document accessibility, and enhance CX for a large and growing audience of patients and potential patients with disabilities? 

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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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