Patient engagement is a critical factor for healthcare provider success today. Without it, patient satisfaction plummets and individuals may seek out another healthcare provider or facility.
So, how can healthcare providers and facilities improve the patient experience to increase customer retention? A study from TeleVox reports that 51 percent of patients report feeling more valued when they receive digital communications from a healthcare provider. In the example scenario below, we will see how a hospital could utilize such communications to nurture patients and increase satisfaction.
Already known as a leading labor and delivery provider in their area, North Coast Medical Center (NCMC) wanted to extend their world-class patient experience to their communications with expectant moms as they prepared to welcome their newest family members at the hospital.
Using the ClickDimensions campaign automation builder, NCMC created an automated patient engagement campaign aimed at expectant mothers who have pre-registered at the hospital. Since ClickDimensions is natively built in Microsoft Dynamics CRM, it was easy for NCMC to create a marketing list of expectant moms – or segmented lists of any other patients – to add individuals to the campaign automation.
The messages within the campaign are all built with the ClickDimensions drag and drop email editor. This easy-to-use tool also allows for personalization, which the NCMC team used to add each patient’s name and their anticipated delivery month for a customized email experience.
Within the automation, email recipients are invited to download the hospital’s newborn care guide. Using ClickDimensions, NCMC was able to create the landing page and form used for this download – no coding required!
As part of the patient engagement campaign, expectant moms are invited to visit the hospital for a group tour. Following the tour, NCMC wanted to gauge attendees’ opinions on the event, so they used ClickDimensions to easily create and send a survey. When a respondent completes the survey, all their responses are linked to their CRM record.
The campaign also promotes NCMC’s series of educational courses for expectant parents. With event connectors to Eventbrite, Cvent and other popular systems, ClickDimensions allows the hospital to bring event, registration and attendee information automatically into Microsoft Dynamics 365 for greater insight into who registers for and attends their classes.
In addition to campaign automation, email marketing, landing pages, forms, surveys and event management, ClickDimensions gives you a wide variety of tools that can be incorporated into patient engagement campaigns – or any other marketing efforts! – including SMS messaging, web intelligence and reporting.