Thanks to the proliferation of technology, patient expectations are sky-high. After all, providers and plans are competing with some of the best brands in the world when it comes to delivering on consumer expectations. Which might be why patient engagement might actually matter more than ever. In fact, outbound engagement is proving to be an effective way to stay connected with members and control populations. Expanding access to healthcare solutions impacts the bottom line of providers given that better access often translates to prevention.
Beginning with patient welcome calls, the initial contact is a potential difference maker since the expectation is established early on. Later, patient needs can be met by achieving synergy with all of the elements of an outbound engagement program, allowing referrals, appointments and escalation to be made with one conversation. This integration of care coordination is the launch point for identifying, resolving and coordinating care with specific populations.
As much as patients have taken on more financial responsibility for their care, it might not always translate to action. That is why it’s wise to be more proactive at each stage of engagement, but particularly with outbound strategies ranging from email to direct phone calls.
One way to take patient engagement even further with patients is by using both clinical and non-clinical live agents. Trained registered nurses and medical service representatives can successfully engage and connect with a specific patient base by offering education and support.
One particularly effective way to boost engagement is with welcome calls. Engaging members from the outset helps establish relationships that can ultimately affect population health effectiveness.
However, every outbound engagement program needs careful measurement to be successful. Regular reports should always consist of campaign status, outcomes and success trends.
Effective outbound engagement has far-reaching impacts including raising patient experience scores, HCAHPS scores, and reducing costly readmissions with follow-up.
For a free report on how to use outbound engagement to expand access to healthcare services, click here.