With the passing of Healthcare Reform, medical practices are bracing themselves for significant increases in appointments and workload as tens of millions more Americans anticipate acquiring health insurance. Having insurance eliminates a key barrier to utilization of healthcare services, so volumes should increase; yet there’s no guarantee that revenues flowing into medical practices will increase at the same rate as their workload.
So the question is how do they operate more efficiently? One key productivity driver in most businesses is the use of technology. Any many practices will use technology not only to become more efficient, but they’ll also use it to improve their customer relationships.
Technology can provide this dual role (increasing efficiencies and customer satisfaction) for virtually any business.
The practices will rely more and more on technology to send out appointment confirmations via e-mail. Reminders will be sent of the appointments as the date draws near. Satisfaction surveys will be launched post-visit via e-mail invitations. The practices will get more automated in their communications with their customers to ensure patients are prepared for their appointments, arrive, arrive on time, and provide feedback after the visit.
Think of how this applies to any business. The local courier service could use technology to keep their customers up-to-date on the stages of the order, pickup, and delivery – thereby eliminating most incoming/outgoing phone calls requesting status. The car dealership could use technology to ensure that the customer shows up on time and gains feedback on their experience while it’s fresh on the customer’s mind. The university’s admissions department could use technology to ensure that the prospective student and her parents know how to navigate the campus, understand where to access financial aid forms, and are kept up-to-date on the financial aid evaluation and admissions status.
Technology can be a great driver of efficiency, but it can also be a great communications tool with customers to keep them up-to-date and to keep your organization looking responsive to their needs.
Use technology to keep your customer relationships healthy.
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