At TeleVox, we’ve discovered success stems from knowing who our customers are. Not just their names, but who they really are – what goals they have for their practices, what challenges they face each day and what tools they use to meet their needs. Those are the insights we use as marketers to present our products and solutions in a way that truly helps our clients.
The practice-patient relationship is no different. Success comes from having an understanding of what patients need and then finding ways to provide it to them.
One of the most common personas found in practices today is that of the “busy parent”. Here are some of the ways practices have told me they’re able to meet the needs of busy parents by modernizing communication strategies and sometimes even adopting helpful technology solutions:
Remind, remind and remind again.
The life of the busy parent never seems to slow down. Take something as a simple as an appointment reminder. You could have a staff member call them, and they might pause what they’re doing to make a note of the appointment date and any special instructions. But wouldn’t you rather be SURE they got the message by following up on that phone call with a quick text message or email? Something they could store on their phone for reference closer to the appointment date? Multiple reminders about an appointment are appreciated by anyone who’s always on the go.
Make it easy to take action.
One of the best ways to provide convenience to a busy parent is through your practice website. No need to have them call for an appointment – allow them to schedule through a simple “Request an Appointment” button on the site. Same goes for paying any outstanding balances. Offer online bill payment to make it easy for busy parents to pay their balance and get on with their day. Think of all the advantages smartphones offer us! A mobile-friendly website can allow patients to tap your phone number to call the practice or quickly tap and get driving directions. Convenience plays a huge role in patient satisfaction, so think about the “little things” you would find helpful and consider adding those to your communication strategy.
Take a proactive approach to wellness.
There are tons of examples here. For busy parents with children participating in sports, you can reach out to remind them about getting a physical exam or share information on the importance of mouth guards. If Halloween’s coming up soon, share tips for safe trick-or-treating and ideas for which treats work best for children with braces. That’s stuff you can easily introduce through a quick phone or email notification and then direct parents back to your website for more detailed information.
At the end of the day (a busy day at that), consumers are loyal to the businesses that make their lives easier and allow them to take care of themselves and their loved ones in an effective but convenient manner. Do you really know what your busy parents and patients are looking for in their provider-patient relationships? Click HERE for more helpful ideas!