Classes and Events Boost Patient Engagement
Providers must get creative to capture the attention of patients who’ve delayed care or received a new diagnosis during the pandemic. Classes and events are a great way to do that and can ensure that patients have the knowledge, resources, and tools to manage their health.
Since chronic diseases affect the majority of U.S. adults (six in ten Americans have one, four in ten have two or more) and are the leading cause of death and disability, health systems must maintain a variety of health screenings, education programs, and patient engagement strategies to improve quality of life, increase healthy lifestyles, and reduce healthcare costs.
Promote Events in Places Patients Can Access
Make it easy for consumers to search, select, and register for classes, events, and screenings on your website, social media channels, and through links sent via text and email. For patients visiting your office or hospital, be sure to provide QR codes on posters and other materials that patients can quickly scan with their mobile device to register.
Provide Multiple Access Points to Register
Give patients the option between online self-registration and professional live voice registration. According to the 2020 Communication Solutions U.S. Consumer Trends in Patient Engagement Survey, thirty percent of patients prefer to communicate with their providers via phone. Therefore it’s important to provide a phone option for those who prefer to call to register or have questions about the program.
Maximize Attendance by Providing Multi-Channel Confirmations and Reminders
Use email, text, and even live voice to help lower no-show rates and help registrants prepare for class. Send the first reminder when the patient initially registers, another several days before the class, event, or screening, and one final reminder the day of. It’s also important to provide options to suppress additional reminders once a patient has confirmed their attendance.
Consider Opportunities to Cross-Sell Other Classes, Screenings, and Events
Suggest or recommend offerings to patients and their families based on their searches and prior enrollment. For example, if they enrolled in fitness classes, perhaps they would be interested in a healthy cooking class. Always consider additional opportunities to reach out to patients as new offerings become available.
Identify Classes and Events That Are Well-Suited for Virtual Attendance
Nutrition classes, yoga, and more can be easily turned into a virtual class to help patients who may feel more comfortable engaging with your system remotely or who simply prefer a virtual option because of their busy schedules. Virtual classes also provide a way to sustain educational efforts and maintain safety during times of crisis.
Help Participants Prepare for Classes and Events
Remind participants of what they need to bring to their upcoming class, event, or screening.
For virtual classes, be sure to provide technology instructions such as broadband access, device requirements, log-in and password information, and any application downloads. Consider having a dedicated information hotline for patients who need additional help with setup and logging in.
Help Instructors Prepare for Classes and Events
Provide instructors with reports that feature registrations, participant contact information and details, payments, and other necessary details. Equipping your instructors with participant information keeps them informed and will give them confidence. A confident instructor can be key to keeping participants engaged.
Conduct Necessary Follow Up with Attendees
Have a plan on how you will contact and rebook no-shows, manage your waitlist, or capture payment from those who have not paid. Offer to assist with physician referrals and appointments as needed to boost patient adherence. Even more, capture participant feedback after classes, events, and screening to help you plan future events.
Identify Process to Measure ROI on Classes and Events
Events require tremendous planning, time, and effort. Gain insight into participant demographics, volume, and new patient mix. Additionally, it’s important to know which communication channel drives the most action in patients for your classes, events, and screenings. Be sure to track, review, and measure their impact and assess your return on investment in terms of patient acquisition, retention, and outcomes.
Classes, events, and health screenings—whether in-person or virtual—can help improve patient loyalty, health literacy, and patient outcomes.
About Carenet Health
Carenet Health is the industry’s leading healthcare consumer engagement company, providing member and patient engagement, clinical support, virtual care, online scheduling, and advocacy solutions for providers, payers, and partners. One in three Americans have access to Carenet’s services. The global company is headquartered in San Antonio, Texas. For more information, please visit carenethealth.com.