Unlocking Better Patient Experiences

by Ray Foxworth, D.C., FICC • 

President & Founder, ChiroHealthUSA • 

After 38 years in healthcare, a lot has changed, but one thing has stayed the same: the patient experience is paramount. Today, achieving a seamless and satisfying patient experience amidst the digital noise of the modern world presents a unique challenge. The buzz of notifications inundates us daily. Even though there’s a lot of noise, healthcare providers are doing their best to engage patients without adding to the digital clutter.

In February 2024, Luma Health published a white paper on the complexities of patient engagement in today’s fast-paced environment. They curated insights from over 700 million data points from their innovative Luma Bedrock™ platform to bring you proven practices for enhancing patient experiences. From optimizing appointment scheduling to streamlining follow-up care, these data-backed strategies are designed to revolutionize patient interactions and drive better outcomes. What I learned:

Self-Scheduling is Non-Negotiable

The ability for patients to schedule appointments conveniently is a game-changer. Their data reveals that patients are more likely to book appointments when presented with many available times. By integrating self-scheduling features with their EHR, organizations such as Houston ENT & Allergy have enhanced patient convenience and saved millions in prevented no-shows.

Simplify Rescheduling

Streamlining the rescheduling process is essential for maximizing provider utilization and minimizing staff workload. Their data underscores the importance of providing patients with direct rescheduling options, as patients are 34% more likely to reschedule when allowed via SMS reminders.

Learn About Your Patient Population with Real-Time Feedback

Understanding patient preferences and addressing their concerns in real-time is crucial for improving the patient experience. Organizations such as Tenafly Pediatrics have leveraged automated feedback requests to boost their Google review scores and achieve impressive Net Promoter Scores (NPS).

Use Reminders to Maximize Patient Response Rate

Effective communication is critical to engaging patients and prompting timely actions. Their data highlights the effectiveness of reminders sent less than 24 hours before an appointment, with organizations such as St. Paul Eye Clinic witnessing significant improvements in patient preparation and office efficiency.

Save Staff Time with Automated Care Follow-Up

Automated recall reminders bring patients in for follow-up care and alleviate staff burden. Organizations such as Digestive Health Specialists have successfully reduced care gaps and improved patient adherence by leveraging automated messaging.

Attract and Keep New Patients with Automated Referral Outreach

Efficient referral outreach is essential for attracting new patients and maintaining market competitiveness. By including referring providers’ names in referral reminders, organizations such as the University of Washington Medicine have achieved remarkable referral conversion rates and reduced scheduling delays.

To further elevate patient experiences, they recommend:

• Asking patients for their preferences to enhance engagement and gather valuable feedback.
• Building digital experiences with busy patients in mind, offering convenience and simplicity.
• Delivering the next steps directly to patients to streamline processes and empower patient autonomy.

With these actionable recommendations and insights from Luma Bedrock™, healthcare providers can embark on a journey toward delivering unparalleled patient experiences and driving patient success. When it comes to building meaningful connections with our patients, we must take steps to improve the patient experience to make care convenient as well as affordable. Take the first step today by downloading the full white paper here. (Luma, 2024)