Engagement on the patient's terms: Using technology to improve patient satisfaction and ROI

Today, patients want more control over their care than ever before and many prefer digital communication channels like SMS text messages over email, phone or web-based patient portal messages. A recent study by KLAS found that nearly 7 out of 10 patients want the ability to self-schedule appointments online, yet only 37 percent can currently do so. "There is a strong preference on the patient side for communicating asynchronously with healthcare providers using channels they are comfortable with, like texting," Mr. Krishnan said. "They want powerful self-service features like appointment scheduling and rescheduling that don't require them to pick up the phone." Today's hospitals and health systems face staffing pressure, revenue pressure and pressure to ensure that patients aren't ignoring important preventive care. In this environment, patient engagement technology can deliver significant value.