Patient Engagement Software is a set of tools that helps simplify patients’ healthcare journeys and allows them to take an active part in that journey.
With patient engagement in focus for modern healthcare providers, reliance on patient engagement software is crucial to drive better experiences. As more and more healthcare organizations aim to deliver convenient and personalized experiences to their patients, the importance of patient engagement software is bound to grow.
The global patient engagement software market is estimated to be worth $8.12 billion in 2024 and is anticipated to grow at a CAGR of 19.57% during the forecast period from 2024 to 2035, according to a report by rootsanalysis.
In this blog, we cover some patient engagement software that can give your healthcare organization the required competitive edge.
1. Streamline Workflows with Telephony Integration
Most healthcare contact centers depend upon two core technologies – a telephony system and a CRM or an EHR/EMR. However, the disconnectedness of these two systems is the reason behind overwhelmed agents and inefficient workflows.
Why?
Well, the agents need to constantly toggle between the telephony and EHR tabs to be able to deliver the solution that the patient desires. This adds to the manual complexities and long wait times for the patient on the other end.
The Solution: Screen Pop
Telephony connectors or CTI enables seamless communication between the two parties by integrating your telephony systems with EHR or other core healthcare applications. This means that as soon as the patient calls, all his details like name, previous interaction history, and contact details are screen popped on the agent screen – enabling him to deliver faster and more personalized solutions.
2. Diversify Reach with Omnichannel Integration Platforms
Effective patient engagement today is not limited to the traditional channels. It goes beyond conventional phone calls and emails to include multiple touchpoints like SMS, Webchat, Social Media, voice, etc.
However, dedicating a resource to handle individual channels leaves many gaps in effective patient engagement. This would not only prove costly for the organization but also cause them to miss out on the context of interaction as soon as they switch to the next channel.
| 💡Check: Take Your Patient Engagement to the Next Level with an Omnichannel Customer Engagement Platform |
To avoid patient frustration in such scenarios, the right solution is to go for an omnichannel platform that brings together various interaction touchpoints on a unified interface. So patients get the flexibility to interact with a channel of their choice and agents have their previous interactions displayed before them, causing the context of communication to remain intact irrespective of the channel.
A McKinsey survey of more than 1,900 MedTech leaders shows that their customers want more omnichannel engagement.
3. Deploy Quick Medical Assistance with Conversational Chatbots
It’s a truth universally acknowledged that healthcare agents cannot be available around the clock. But healthcare assistance need not stop with the functioning hours of the agent. To achieve this, conversational chatbots are a great option.
These AI-powered virtual assistants are capable of understanding patient’s queries, providing basic medical information, scheduling appointments and even offering personalized healthcare recommendations. This means patients can get reliable guidance and assistance outside of regular office hours.
| 💡Also Read: Conversational AI Chatbot: An Ally for Delivering Delightful Experiences |
Chatbots are like having a knowledgeable friend available anytime you need medical advice or assistance. They’re changing the game, making it easier for all of us to take charge of our health – in short, better patient engagement.
4. Uncomplicating IVR Conversations with IVR Deflection
Traditional healthcare systems often face challenges in efficiently routing patient inquiries and requests, leading to long wait times, frustrated patients, and overwhelmed staff. In busy healthcare facilities, manually directing calls to the appropriate departments or personnel can be time-consuming and prone to errors.
Implementing Interactive Voice Response (IVR) systems offers a solution to these challenges by automating call routing processes and ensuring that patient inquiries are directed to the right channels promptly. However, the complex IVR menus and workflows sometimes frustrates the patient rather than resolving their queries. This is where IVR deflection software comes into the picture. These solutions offer patients a digital interface to not only see the IVR menu but also select the desired options seamlessly – saving them from cramming menu options during voice IVR interactions.
| 💡Also Read: 5 Benefits of Implementing Interactive Voice Response (IVR) |
IVR systems greet callers with pre-recorded messages and interactive menus, allowing them to navigate through options using voice commands or keypad inputs. By categorizing calls based on the nature of the inquiry or the department being contacted, IVR systems streamline the routing process and minimize the need for manual intervention.
5. Empower Patients with Self-service Portals
Expanding self-service capabilities is key to better patient engagement. With self-service patient-centric portals, it’s easier to assist patients with secure and convenient access to personal healthcare information, 24/7. An intuitive self-service portal can help patients to schedule visits, and access billing, and insurance information.
These portals provide patients with access to their medical records, appointment scheduling, prescription refills, and educational resources, empowering them to take an active role in managing their health.
| 💡Download Whitepaper: Transforming the Face of Customer Support with AI-enabled Self-service |
The survey of nearly 1,800 respondents by TechTarget showed that 90 percent of healthcare organizations offer patient portal access to their patients. Among the 10 percent of organizations that do not offer patient portal access, most say they either have plans to adopt the tool.
Wrap Up
It’s amazing how technology is shaping healthcare to be more about the patient. With these new software solutions, it’s like healthcare is becoming more personalized and easier to access. It’s definitely making a difference in how we experience medical care.
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