Patients need to view you as a Doctor, not a Business

Posted on Jun 04, 2015 by Solutionreach

Expert Interview: Technology Advice Podcast


Eric Zierse, the Customer Service Training Lead at Solutionreach, was a recent guest on the TechnologyAdvice Expert Interview Series to share his insights on EHR and medical software. The series, which is hosted by TechnologyAdvice’s Clark Buckner, covers how different technologies -  including CRM, Marketing Automation, Project Management, HR, and Healthcare - can improve your business.

Eric joined Buckner to discuss how professionals in the medical field can use EHR and medical software to manage and improve the patient relationship from start to finish. To listen to the entire podcast, you can go here.

Below are a few highlights from the interview:

Technology Advice: What trends challenge or shape the medical industry right now?

Eric Zierse: Two big ones are the big move to mobile technology, and the move to wearable technology; both of those are really exciting.

All of us have them. Everything’s going to mobile, and apps are how everything is done now.

We manage our personal relationships on our phones, we manage our business relationships on our phones, and we’re not seeing anyone face-to-face anymore, and it now blurs that line as we manage all of those relationships from the same place; so we start to view businesses in a much more personal way.

Mobile interactions with businesses make businesses feel like a person, and that’s important because we build relationships with people. Nobody builds a relationship with a brick and mortar building.

TA: And that relationship builds trust between patients and the healthcare providers.

Eric: That’s exactly right. When I talk to a doctor, one of the things I tell them we want to help them do, is make an important transition; which is from people dealing with them as a doctor, and providing healthcare services, to my doctor who provides me with my healthcare needs.

When we build that relationship, we turn the doctor into a person instead of into a business, then they make the transition that makes people more loyal. It builds for better patients who show up for appointments, are willing to take care of the healthcare needs the doctors encourage them to do, and generally just makes the doctor’s practice more productive than it could’ve been otherwise.

TA: What is some of the feedback you get from doctors — either things that are frustrating them, or what gets them the most interested in how modern medical software can help remove some of their challenges?

Eric: All of the doctors who come to us are still going to keep using their existing EHR, or their existing practice management software. We’re not in the business of replacing that, there are lots of updates that are happening to those software titles. What we’re looking to do is update and modernize the way that they’re communicating with their patients.

We sort of end up feeling like a number when we go into a doctor’s practice. All of us have that experience where we walk in and receptionist has a phone up to their ear and hands us a clipboard. It’s an awkward experience. It doesn’t feel like we’re getting that personal attention that we should expect from the doctor.

So when we automate a lot of the grinding processes - like calling 40 patients a day to remind them that they have an appointment in two days - that lets the doctor and his team focus on the person who is in the practice in front of them at that moment, and creates a much more personal experience.

And when we feel like we trust the doctor that we’re seeing and that we’re building a relationship, we are more likely to trust his suggestions and take care of our health in the best possible ways.

TA: Having the option to communicate with your healthcare providers in modern ways will increase the opportunity to build trust and maintain relationships, so when you need them it’s easier to get in touch with them.

Eric: I agree with that completely. One of our prouder achievements, is that of a branded application from our clients to their patients. So now when you go see the dentist or doctor, they can let you know that you can download our app and it lets you login, and creates a HIPAA-secure text messaging option between patient and doctor (where everything is behind a username and a password on our secure servers), it lets patients see the appointments they have scheduled, request future appointments, and most importantly, make payments.

And part of the trust, is doctors learning how to present themselves as being technology literate, or rather being kind of on the cutting edge of technology; all too often they are viewed as people completely lacking in technology knowledge. They’re still picking up the phone to call you, sometimes they don’t even have a website, they’re not maintaining the solid social presence.

So when you can make a payment on your phone to your doctor, or when you can send a text to your doctor to get information, or take a little picture and send it over to your doctor; to get that accomplished, it ends up making him seem much more trustworthy in a modern technology based society.

To learn more about Solution Reach, visit their website at http://www.solutionreach.com/ , or connect Eric on his LinkedIn profile.

Listen to the entire show above in order to hear our full conversation, or (download the show) to listen later. You can subscribe to the TA Expert Interview Series via Soundcloud, in order to get alerts about new episodes. You can also subscribe to just the EHR category.

This podcast was created and published by TechnologyAdvice. Interview conducted by Clark Buckner.