The balancing act: Integrating high-tech with high-touch to benefit patient health

There is no denying that technology is transforming the healthcare experience. However, better patient outcomes are still reliant on strong patient engagement. Further, people have various needs and preferences when it comes to how they want to approach and manage their health. A one-size-fits-all engagement strategy is no longer effective to motivate people to take action to improve their health.

Additionally, reaching the maximum number of patients through consistent patient communication across the continuum of care is key to closing gaps in care. Yet, many healthcare organizations do not have the tools and processes in place to align patient member communication with clinical workflows or care plans. As a result, engagement is often disjointed, reactive and inefficient. For example, periodic outreach phone calls are too easily missed.

However, organizations can meet the varied needs of patients and improve outreach by harnessing the power of technology like automated phone calls, texts, emails and online portals, and blending it with personalized communication. Both technology and live support resources offer their own mix of benefits and costs for organizations, but when implemented appropriately, they can be very successful together. Finding the right balance can benefit organizations, driving patient engagement and optimizing healthcare outcomes.

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analytics, automation, patient engagement, personalization, West Corporation


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