How Your Practice Can Automate Communication with an Older Generation

Posted on May 04, 2017 by Alyessa D'Ewart

Last week, Solutionreach partnered with two customers who have seen a lot of success and growth in their practices due to using patient relationship management (PRM) software. Marie Gambetta, CEO of Advanced Dental shared how automated messaging helped them fill last-minute cancellations and increase their recall revenue by over $15,000 in three months. Click here to view a recording of the webinar and hear the details from Marie herself.

In the second webinar, the marketing director for Virginia Eye Institute, Margaret Benson talked about her experience in replacing multiple vendors with Solutionreach, and generating an additional $300,000 in revenue. View the webinar here to hear Margaret’s story.

One of the webinar attendees asked a question about automating patient communication with an older generation. This is a topic we hear about often, so we thought it would be beneficial to post the question and answer on our blog.

Our office is in an older demographic area, some of them are not tech-savvy. How can we include those patients in the new automated age?

Elderly patients can take advantage of the technology offered by their healthcare providersThe last thing you want to do is alienate any of your patients. When the term ‘automated messaging’ is used, the first thought is email and text messages. But automated communication can include any way that your practice connects with your patients. The best way to find out how your patients want you to contact them is to ask. Not all of your patients will want your texts (although the majority will), and not all of them will want your phone calls. Patient relationship management software is designed to store the communication preferences for all of your patients. Even with automated messages, you can reach even your least tech-savvy patients.

You might be surprised at how some of your patients answer. Although patients older than 50 use their smartphones for calls more than anything else, a large number of them also use their phones to text and email. Texting and emailing are becoming the way most people choose to communicate, and your older patients are jumping on that bandwagon too. It can be easy to make assumptions about how the older generation would like to communicate, but give them the opportunity to tell you their preferences.

Texting and emailing are becoming the way most people choose to communicate, and your older patients are jumping on that bandwagon too.

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Of course you will always have some patients who don’t text or email, and that’s ok. If your patients would prefer a phone call, you can automate those messages as well. PRM software allows you to customize the message your patients hear when they get a phone call. Instead of a robotic or mechanical voice, your patient will hear a familiar voice from someone in your office. The message maintains the personalized feel, and an automated phone call doesn’t take any additional time from your staff members than an automated text or email.

For more information about how to help your practice get the most out of automated messaging, click here.

Alyessa D'Ewart

Alyessa D'Ewart

Alyessa D’Ewart is a content writer at Solutionreach. She holds a master’s degree in professional communication from Weber State University. Alyessa has spent the last three years cultivating her technical writing skills by creating content for a variety of platforms including marketing collateral, website pages, and corporate blogs. As an avid fan of the written word, she can usually be found curled up with a good book.

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