Inbound Communication Overlooked as a Way to Improve Patient Experiences
At the #HLTH2022 Healthcare IT Today stopped by the Relatient booth to get an update on the company’s offerings and to dig a little deeper into the results from the survey they conducted earlier this year with MGMA. Jeff Gartland, CEO of Relatient, spoke with us and revealed that the survey helped identify a gap in the market.
It turns out that most patients must still call in to book an appointment if they have questions or would like someone to guide them through the process. The survey also found that the experience while booking an appointment had an outsized impact on the overall experience with the clinician and healthcare organization.
“We have done a good job at automating outbound communications with patients,” explained Gartland. “What we didn’t realize was that most inbound communication is handled manually via a telephone call. Because of this we have doubled down on our investment in chat technology that allows for asynchronous and bi-directional communication.”
Chat provides a robust and scalable way to provide patients with the help they need without having to sit on hold and without having to hire more contact center personnel.
Learn more about Relatient at: https://www.relatient.com/