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Providers


MANY PATIENTS WANT MORE STREAMLINED TEXTING EXPERIENCE WITH THEIR PROVIDERS,
SURVEY FINDS

By Anastassia GliadkovskayaJan 3, 2024 3:28pm
ArteraPatient SatisfactioncommunicationsPatient Engagement

The survey from patient communications software vendor Artera found there could
be consequences for providers with communication breakdowns, which nearly 60% of
patients said would make them willing to switch doctors. (Getty Images)

Nearly half of patients have missed or forgotten to pay a bill because of
difficulties communicating with their providers’ offices, a recent survey found.

The survey was conducted in December by Artera—which makes and sells software
for patient communications—and reached more than 2,000 patients. The poll aimed
to assess provider communication methods and their effectiveness. 







The survey found 43% of those surveyed reported that communication challenges
with providers negatively impacted their health. Nearly 60% of patients said
they’d be willing to switch doctors if they faced a broken communications
experience.





More than three-quarters of respondents said they want providers to improve
their healthcare experience by enabling them to initiate a text-based
conversation on any topic. About three-quarters of patients said most of their
provider text message experiences are simplistic exchanges that only allow for
one-word responses. Nearly 70% reported being frustrated by an inability to
engage in conversational text exchanges. 

Two-thirds reported instances in which their text messaging experience was
incomplete. And nearly a third reported that, when texting with their providers,
they didn’t get what they wanted at least half the time. Of that group, 81% had
to call to complete the conversation.

About 62% of those surveyed reported issues like error messages, invalid
responses or never hearing back half the time or more when texting with
providers. Nearly a quarter reported these issues happened all the time. Nearly
70% also reported receiving repetitive messages from their doctors through
various communication channels, and many got messages of order.







From its research, Artera knows many providers use a number of different vendors
to deliver communications to their patients with limited awareness of competing
workflows, executives told Fierce Healthcare. That could be a reason for errors
like jumbled messages.

“Generally organizations lack a governance structure to rationalize texting
communication,” Meg Aranow, Artera SVP and platform evangelist, told Fierce
Healthcare in an emailed response. “It can be challenging to fix something you
can’t see. So a good place for the first focus of a newly established governance
committee would be to document who is delivering communication to your patients
and when.”  

Taking such a data-driven approach can help assess the impact of existing
digital patient engagement strategies, Aranow added. Some questions to look out
for include: is the language or content of certain outreach efforts driving more
engagement than others? Does one time of day get higher responses than another?
Does wording work better with one age group or another? “The data will tell you
where to go next,” Aranow said.

Additionally, employing real conversational messaging is important, per Aranow.
The survey’s findings highlight that patients want interactions that are not
limited and robotic, but rather simulate a friendly, familiar type of messaging
experience. 



Finally, Aranow recommends organizations remain “people-forward” in their
communications strategy and remember to prioritize value over volume.

“There are so many tools and technology integrations across a provider's tech
stack. It can be daunting and easy to lose the human touch,” Aranow said. “But
don’t be afraid to have a human voice in your digital patient
communications—digital and compassionate are not mutually exclusive.”


RELATED

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ArteraPatient SatisfactioncommunicationsPatient EngagementHealth TechPractices
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