Improving Patient Satisfaction with Mobile Text Messaging

Most of us would agree that there are three primary items that are worth retrieving if we accidentally leave the house without them: wallet, keys, and mobile phones. Our mobile phones are literally things that we can’t live without, so that’s why these devices are always with patients.

The accessibility of the internet through mobile phones has prompted many patients to check out online reviews before choosing a healthcare provider. In fact, based on a recent patient satisfaction survey performed by Doctor.com, roughly 80 percent of patients refer to resources online to make an informed decision about their care, and three-quarters of patients over 60 said that they had researched healthcare providers online.

In order to successfully gain consumer trust and loyalty, it’s critical that healthcare organizations and study coordinators remain competitive in this digital era by using convenient technology such as mobile messaging. The ultimate result of providing patients a digital experience with mobile messaging is usually improved patient satisfaction.

After using online resources to select a great provider, many patients would like digital healthcare solutions to make their lives easier, especially throughout the appointment scheduling process. According to the study, 45 percent of patients reported that online tools were the best way to schedule an appointment. Because of the popularity of such online tools, it’s not too surprising that 42 percent of the patients had previously chosen a provider due to the opportunity for easy online appointment scheduling.

Given the fact that 71 percent of patients surveyed said that they would also prefer to receive an appointment reminder via text rather than a phone call, the usage of text-based appointment reminders in the healthcare field and clinical trials is paramount. When executed with the right platform, text message appointment reminders for clinical trials can ensure that patients actually show up for their site visits. These types of text messages can be personalized by inserting the first name of the study coordinator and/or participant. In addition, custom Yes and No confirmation messaging can be configured to encourage a hassle-free response from the participant. If there is no reply, a gentle follow up “nudge” reminder can then be sent the next day.

Since 71 percent of the patients said that quality communication and engagement were important factors contributing to their healthcare decisions and overall involvement, there is no doubt that using an innovative text messaging platform can open the door for improved patient satisfaction in clinical trials and beyond. Fortunately, the road to enhancing the satisfaction of patients with mobile messaging is easier than ever for both study coordinators and participants. Study coordinators love that text messaging is available on over 98 percent of new mobile phones while patients appreciate that they can receive text messages without having to download an app.

Along with emphasizing the urgent need for digital solutions like mobile text messaging in healthcare and clinical trials, the patient satisfaction survey results detailed in the article “Strong Online Presence Fuels Patient Retention Patient Satisfaction” highlight the important fact that the healthcare field is becoming more consumer-centric.

Are you looking to improve participant engagement, increase retention, integrate text-based interventions, or collect data in your research? If so, contact us for a free consultation, or you can get quick access to our pricing guide here.