Patients Want Customizations – Just Not Too Much!

The following is a guest blog post by Cristina Dafonte, Marketing Associate of Stericycle Communication Solutions as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter:@StericycleComms Everything around us is customizable: your laptop background, the layout of applications on your phone, any product dashboard you have access to. Customization sells, and consumers crave it. Consumers love to think that something is unique or special for just them, even if they know in their hearts that isn’t the case. Patient engagement, especially appointment reminders, shouldn’t be the exception to the rule. We’ve far surpassed the days of the robo-dialer letting you know your doctor’s office was calling. Today, patients look for custom communications. There are two ends of the spectrum that I have seen with customization of appointment reminders. The first is no customization at all. Example: My dentist sends an email that is “Please click to confirm your appointment. We look forward to seeing you!” And includes a large CONFIRM button. This message leaves me wondering a few things: when is my appointment? Which dentist am I seeing? What if I need to reschedule? What kind of appointment did I schedule? The message wasn’t personalized to my appointment or to me. The second end of the spectrum is too much customization. I didn’t know it was possible to personalize a message too much until I received the following text message fro...
Source: EMR and HIPAA - Category: Information Technology Authors: Tags: Digital Health Healthcare HealthCare IT Patients Communication Solutions Series Health Care Communications Patient Appointment Reminders Patient Experience Stericycle Stericycle Communication Solutions Source Type: blogs