Regarding portal use, how do you educate your patients? Or perhaps the question can be phrased; where do you educate your patients? I ask the question with this twist to make a point. A touch point if you will allow me. Patient education is something you do at touch points – every touch point you can think of.
Let’s first examine what I mean by touch points. A touch point is a place, either in person, on the phone, or virtual where you come in contact with your patients. It’s actually quite a simple context. Think of it this way. When a patient walks into you office, they know it’s your office. It has your name in several conspicuous places. Your office is a touch point. Your phone system is a touch point. Yes your answering service is a touch point as well. Your web site of course is a touch point and so is every piece of literature you produce and provide to your patients including their billing statements and appointment reminders. All of these are touch points. As are the individual interactions that each staff member and patient experience as well as the experience in the waiting and exam rooms. Am I making my point yet?
You are likely thinking, “that is way too much. No one wants to see that much promotion”. Perhaps people would rather be in a museum than your office. In fact that is one of the places where I would rather be when I visit my physician, but guess what, I’m not. I’m in the doctor’s office and I’m a captive until they let me go. You have these people in your control, but only while they are patients in your office. You can guide them to knowledge that will help them become more satisfied with their experience of your practice.
The messages delivered in different parts of the office might be different. An example might be if you have a billing station in your office that patients must pass. In the billing area, a welcoming sign may be posted that informs patients that they can pay their bill from the comfort of their own home through the portal. Tell them its easy and secure just like dealing with their bank on line. Similarly, in your scheduling area, a sign could alert patients to the web for appointment requests or scheduling. All of these messages, regardless of placement should have one goal, to guide your patients to higher utilization of your portal.
In part 3 which will be posted next week, I’ll discuss several secrets to successful adoption and how to bring it all together to achieve true meaningful use of your portal.
