How to Better Track Patient Communications

Losing track of communications that you’ve sent to or received from patients can have very negative consequences.

Sending duplicative messages to patients can reduce patient trust and increase patient abrasion. 

Internally, missing patient messages can result in poor patient outcomes if their communication is time-critical.

In this blog, we’ll outline how to better keep track of patient communications so that nothing falls through the cracks.

While we (Tellescope) are a big proponent of providing patients with all of the communication options they could ever desire, sometimes this isn’t necessary for certain patient populations.

For example, pushing elderly patients to a portal or app to send chats could be too complicated for them to figure out.

Rather than offering that option and potentially missing a one-off message, limiting communications to those such as phone calls and SMS for reminders could be ideal.

If certain communication channels would be helpful for purposes other than 2-way communication like email for marketing, it can be helpful to utilize no-reply or 1-way communication.

By properly communicating to patients that communications sent in this way are only used for receiving important or marketing communication, it allows your team to utilize the channel without worrying about missing an important message.

If your team thinks that to best accommodate patients your business should offer patients 2-way communication through whichever channel is preferable to them, then it’s ideal to allow your team to manage all touchpoints in one place.

Rather than having separate communication channels managed across different tools, to reduce duplicative messages and miss prior communications, having a unified view of all messages not only improves the efficiency of your team but allows you to have a clear picture for patients.

Tellescope’s HIPAA-compliant CRM enables healthcare businesses to manage all of the touchpoints across all communication channels in one place.

With our platform, teams can manage SMS, Email, Phone Calls, Secure Chat, and Video Chats in a single timeline.

Fill out the form below to learn more about how your business can utilize Tellescope.