practice, Pediatric Associates of
Stockton. The practice receives
about 30 to 40 texts from
patients every day. Patients like
the flexibility this option gives
them because they don’t have
to find time to make a phone
call. They text the practice to ask
for refills on a prescription or to
schedule an appointment, and
the process works smoothly.
One instance that stands out
for this practice was when the mother of a patient needed a
copy of her child’s immunization records. The mother wasn’t
at a place where she could call the practice, but she needed
the records immediately. She was able to send a text to the
practice, the staff checked to ensure they had her consent
to send medical records through a text, and sent the needed
information. The process went smoothly, and the patient let
the staff know how much she appreciated their efficiency and
how quickly they helped her.
Patients aren’t the only ones who benefit from texting.
When patients text instead of calling, not only are the conversations short, but they also allow practice staff to devote
time to the patients in front of them. If a patient is checking
in for an appointment and the phone rings, the staff member
helping them has to stop what they’re doing and answer the
phone. On the other hand, when a text comes in, the staff
member sees the notification on their desktop, but doesn’t
have to respond right away. They can finish their patient
interaction, make sure they have everything they need, and
then read and respond to the text. They get everyone all of
the information they need, including
the desperate parent, without anyone feeling rushed or unimportant.
It’s a win for everybody involved.
PRM Makes It Easy
PRM software makes it easy to
create and distribute messages
to patients. Grunberger Diabetes
Institute, an endocrinology practice,
takes advantage of this feature to
stay connected with their patients
between visits. From birthday
greetings to educational newsletters, the practice can create
professional looking messages and
send them to patients by their preferred method—text or email.
This practice created a special
video they send to each patient on
their birthday, and their patients
love it. Often, patients respond
to the message, thanking the
practice for thinking of them
and telling them how much they
enjoyed it. This small gesture
of personalized communica-
tion goes a long way in building
This practice also stays in
contact with patients through
newsletters. If a snowstorm is
going to cause the office to close
unexpectedly or the practice is hosting an event, they create a
newsletter in their patient communication software and send
it out. Once a year, the practice holds a patient appreciation
day where they provide lunch, games, prizes, and photo booths.
The patients love it, but the event can sometimes get lost in
the shuffle. Patients want to attend, but they simply forget
about it. The practice created a newsletter all about the event
to send their patients. In no time at all, they tripled the num-
ber of patients who RSVP’d “yes” to the patient appreciation
day. The patients who attended had a great time and thanked
the practice for sending the newsletter to remind them about
it. The practice staff built connections with these patients
and solidified their relationships.
Incorporating technology is one of the best ways to grow a
medical practice. Patients want a healthcare experience that
is similar to their everyday consumer experiences, and that
includes things like texting, emailed newsletters, and personalized birthday messages.
Healthcare consumerism demands that practices incor-
porate their patients’ wants into their processes. If patients
feel their healthcare provider is too
difficult to reach or doesn’t pro-
vide convenient alternatives, they
simply choose another provider. The
examples above demonstrate that
medical practices that choose to
make the wants of their patients
a top priority are the ones that
will succeed. Practices will find
that accommodating the needs of
patients will also benefit the bot-
tom line and staff satisfaction.
Josh Weiner is COO of Solutionreach,
the leader in patient relationship management technology. As an operator
and investor, Weiner has deep experience helping healthcare and technology
companies scale operations and access
new markets. He has been recognized
by Utah Business Magazine as CXO of
the Year and 40 Under 40.
PRM software offers solutions to make practice processes easy for patients. With two-way texting, online
scheduling, and automated text and email appointment reminders and recall messages, providers can
give patients the convenience they are looking for. The
best part is that these tools don’t just benefit patients;
providers can take advantage of these tools in patient
communication software to build relationships with
patients and increase their bottom line.
1. DataPath, Inc. 2018. What Is Healthcare
Consumerism and How Does It Affect Healthcare?
Accessed November 2, 2018 at dpath.com/
2. S. Gandolf. 2018. Healthcare Consumerism:
Marketing’s New Imperative. Healthcare Success.
Accessed November 2, 2018 at healthcaresuccess.
3. R. Sahadevan. 2018. Consumerism in Health
Care. NEJM Catalyst, January 11, 2018. Accessed
November 2, 2018 at catalyst.nejm.org/
4. Solutionreach. 2018. Patient-Provider Relationship
Study: The Ripple Effect Starts with Boomers.
Accessed November 2, 2018 at solutionreach.com/
5. C. Cawley. 2016. Study: Millennials Would Rather
Text Than Talk. OpenMarket, June 23, 2016.
Accessed November 2, 2018 at openmarket.com/