ViVE 2024 Health Tech Showcase: What is Patient Engagement | Part 3

So let’s flip this and talk about the amazing things that we’re seeing in healthcare. When people do this, right? Here’s an example: I call this tech support. This is a patient who’s having a lot of trouble joining their virtual visit: “Help!” Literally, this is this has all been cleansed and anonymized, right? But this patient literally texted in “Help, I’m having trouble logging in.” My favorite part of this is, they were just off by a week.

Right, poor patient. Simple thing to solve for, here’s another one: I like this as well, the clinic preemptively reaches out to the patient to find out if they have specific concerns, and actually offers and calls them ahead of their appointment the next day.

Can you imagine being that patient, how special and wonderful you would feel, and how loyal you would feel to that health system? And then finally, I like this one. The patient was calling on the phone – no one was picking up, so they sent a text. This was probably like a last resort before leaving the one star Yelp review. “Hello! I tried calling, but there was no answer. Is anybody there?” Well, there happened to be somebody there, and they were able to deliver an amazing experience.

So what is the difference between journey A and journey B? Patient engagement matters because customer service matters.