It’s Not About Retweets! Getting Customer Engagement In The Healthcare Industry

It’s Not About Retweets! Getting Customer Engagement In The Healthcare Industry

Getting customer engagement is one of those common goals that every business needs to aspire to, whether it’s in e-commerce, manufacturing, or just a basic corner shop. But when you’re running a medical business, the lines between customer and patient have to be clearly defined, but at the same time, you still have a business to run. How can you acquire proper customer engagement when you are in an industry that is, first and foremost, about helping people?

Increasing Your Platforms

The more communication you have with your patients, the easier it is to increase productivity. By increasing your platforms, especially in the medical care profession, you could potentially diagnose and treat patients without them needing to set foot into a psychiatrist’s chair or doctor’s office. This is the backbone of any business now, and while it’s unsavory to use social media in order to communicate with a patient, you can still leverage social media to create an all-encompassing method of communication with every patient. Likewise, customers (or patients) need to be able to access you. This means that you should implement the same methods that any other business would. This means going through your website and making it as user-friendly as possible, especially in times of emergency, and people are looking for medical advice right away. There are web design companies that provide layouts for specific medical practices, Goodman Creatives are one such company that provides layouts for therapists. User friendliness across all platforms is the key, and if you do it right, it will result in less physical engagement. This is the bane of many healthcare providers across the world, and so if you can meet demand, then this will give you a flying start.

Implementing That Competitive Spirit

The medical business is just that, a business. As healthcare practices are being faced with more competition, having a competitive edge is vital for survival. In the medical industry, it’s the engagement with the customers that provide the end result. If you got a customer that schedules an appointment and doesn’t show up, you’d make no money on that patient. One way to free up an appointment if they don’t need it anymore is to implement a text message service. This is something that many healthcare providers are doing now because it’s a simple reminder that can be imported into your software that sends a reminder to the patient. This frees up appointment slots, reduces waiting times, and keeps your business ticking over.

Show An Interest In Patient Health

For all the references to the word “business”, you still need to treat the patient as more than just a commodity. Yes, they are paying your wages, but patient health should be the priority. If you treat your customer like they are a product, as many used car salesman have done in the past, this will not set up your medical profession for a long and healthy life. As there is an increase in medical startups, competition is fierce, far more fierce than it ever used to be. As a result, focusing on the fundamental tenets of treating the patient like a human being is going to have positive repercussions back onto the business. Customers want to be heard when they have problems, and this couldn’t be truer in the confines of the medical industry.

Stick To The Schedule

Efficiency and productivity are two sides of the same coin, and schedule management with regards to the patient appointments is one of the biggest factors in maximizing your revenue. Wasting time, by missed appointments or going over and allocated appointment limit, means wasted money too. As well as using the above example of a text message system, you could implement other ways to stick to a schedule. Additional communication methods, such as email, could help to improve the number customers arriving on time.

Implement Appropriate Technology

Electronic Health Records have been a vital component of improving the efficiency of many medical practices. Implementing the right technology isn’t just beneficial for the patient, but it can help the staff organize their practice more efficiently. Introducing efficiency is down to little touches you can implement, but the overall efficiency of a business is down to the tools that it uses. While there are accounting packages like QuickBooks that many small businesses use, the medical health care system requires dense programs that contain a wealth of information. Because rules and regulations are more complete in the medical healthcare industry, it’s essential to have an appropriate filing system in place.

Improving Patient To Professional Relations

Again, this is about treating the patient as a human being, but it’s not as simple as asking your staff to be nicer to patients, you need to encourage your staff appropriately, and bring in training courses to develop your team engage with customers. This goes back to treating the customer like they want to be treated. And while this is something that has been hammered home continuously in every other business model, the medical industry is, in some ways, lacking in a proper solution to this. Because the delicate line between patient and customer needs to be addressed, it means a subtle blend of customer service and appropriate human interaction. Customer engagement is an incredibly opaque term in the medical industry, so it’s time to integrate it with proper personable tactics.

Running a medical business can mean focusing on the health of the customer rather than the overall running of the business. When it comes to leveraging social media and communication methods to increase customer engagement, it’s a subtle blend of the right tools, from the Electronic Health Records to the comprehensive communication tactics, as well as making sure that your staff know how to deal with people on a personal level. You can’t take this for granted, but sometimes medical professionals aren’t the most personable of people. Developing a combination of a personable medical business that delivers the goods on the customer service level, will result in how much higher return on investment, and substantial profit.


Please enter your comment!
Please enter your name here