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How to Personalize the Patient Experience

Deliver a healthcare experience that meets the needs of each patient

By Tinuola Adebukol
April 6, 2021
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Doctor and patient review medical results

Personalizing the Patient Experiece

The healthcare industry has been shifting towards value-based care. About 90% of payers and 81% of health systems currently use a combination of value-based reimbursement models combined with fee-for-service. To understand the effectiveness of value based care, it is helpful to be aware of the elements of value-based care. In January of 2017, dozens of healthcare organizations submitted a letter to the Trump administration in an effort to ensure federal support for the implementation of value-based care. Within the letter they outlined important principles of value-based care such as:

  1. Empowering patients to make informed healthcare decisions through support from their healthcare team
  2. Focusing onways to engage patients in their health journey through improved transparency
  3. Acknowledging social determinants of health such as socioeconomic status which may hinder patients ability to receive quality care
  4. Improving and expanding payment models that produce equitable financial arrangements for care coordination
  5. Ensuring partnerships between private and public sector programs to foster a sustainable payment marketplace

Value-based care allows patients to receive quality and transparency through personalized care. Health practices that participate in a personalized patient experience to deliver quality care have beenproven to improve patient outcomesbecause the patients individual needs are centered around their health plan. To create a personalized patient experience health providers must ensure that their patients health and well-being are being cared for.

Below are some essential elements to help your practice start personalizing your patient experience.

Learn details about your patients (beyond their medical history)

Your patient's personal details matter. When your care team is able to remember details about a patient’s life it makes them feel heard and appreciated. Personal details provide key information to establish trust and a meaningful connection between patients and their providers. These details can be as simple as knowledge about a family tradition, a hobby, pet, travel plans and more. Do not overlook the importance of something as simple as your patient’s preferred name. Make sure you always address your patients by their preferred name to establish your respect for them and their identity. The act of asking a patient what matters most to them enables providers to move towards preventative care. This much needed context helps the care team focus on the patients needs and wants through a holistic approach.

Utilize your patient’s preferred communication channels for increased engagement

It is important to have multiple communication channels available for your patients as each person is different. Whether it be via telephone, text message, email, a patient portal, or a newsletter, your patient must be comfortable and confident to use those selected channels to stay engaged. According to a survey on Becker’s Hospital Review, around 71% of Millenial patients prefer that their doctors use some sort of technology to share their health data, schedule appointments and track their care. Ensure that you have noted at least two different preferred communication channels with your patient so they can collaborate with you along their care journey.

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Perform proactive measures to increase your patients outcomes

Many health providers and wellness experts emphasize the importance of proactive healthcare. Proactive healthcare involves taking action before symptoms manifest. Proactive healthcare is essential because it promotes the growing shift to value-based care which has been proven to lower medical costs and improve population health. The key to proactive healthcare lies within the quality of patient engagement and clinician support. Participating in proactive measures removes room for errors in medical diagnosing, promotes confidence within your patient about the quality of care you are offering, and ensures efficient patient management with the added benefit of tailoring each patient's action plan.Click here to learn more about practive measures


Personalizing a patient’s healthcare experience is important. It is the best way to guarantee that the patient has a great experience and is engaged in their care and recovery. A2014 studysuggests that there is a correlation between patient engagement and improved healthcare outcomes. There are expansive digital options that healthcare providers can utilize to personalize their patient’s experience. The advantages of digital technologies include providing the opportunity to engage patients before, during, and after their treatment journey.

Tellescope can be useful for your practice to personalize the patient journey. We provide digital tools to support better patient outcomes. Our solutions promote personalized patient experiences as well as intuitive patient management tools for care teams. Fill out the form below to request a demo and see how Tellescope can assist your organization in being more proactive with your healthcare practices.


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Originally published: April 6, 2021
Last updated: April 6, 2021