Return to Revenue: Accelerate Your Return to Revenue

Ryan Sommers, PMP, Senior Director, Epic Practice
Jun 09, 2020

Proactively communicating with patients and the extended health community is now an absolutely essential part of business for healthcare organizations of all sizes. Surveys have indicated that 3 out of 4 consumers today will consider switching providers based on a single negative experience. In the midst of COVID-19 uncertainty, changing regulations, protocols, and financial circumstances, people need to know what to expect now more than ever before. What follows is a list of what should be considered essential business for health entities seeking to service, retain, and improve relations with patients in a greater capacity.

A Strong Communication Plan

Consistent, regular messaging is now mission critical for items such as: hours and operations, services available, safety measures and “safe care” protocols employed, contactless procedures, and options for virtual care.

Essential information needs to get distributed at extremely regular intervals for the foreseeable future. For most, that means at minimum weekly formal communication or announcements, and potentially more frequently.

An array of communication and engagement platforms. The Center for Connected Medicine reports 82% indicating the dominant patient engagement technology is the health system’s patient portal, commonly an extension of the EHR, so using that as a vehicle for regular information and correspondence should be priority #1. However, patients of all types also have an increasing desire for digital engagement avenues, as evidenced by the 2019 Salesforce Connected Healthcare Consumer Report

Educating – Internally & Externally

Community Engagement & Partnership

COVID-19 hit the US fast and hard, and it continues to wreak havoc on the financial health of both healthcare institutions and the patients they serve. The considerations above will help to ensure the journey back to comfortable financial positions is as smooth and quick as possible, and lasting long after the Coronavirus is gone.

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