The patient experience at the point of care is rapidly changing. Today, medical groups continue to implement more consumer-centric workflows and digital engagement platforms to manage operational, clinical and financial processes. While the COVID-19 outbreak accelerated the adoption of these tools among providers, it was not the initial catalyst. Prior to the pandemic, many healthcare providers had already begun to adopt digital engagement tools to manage operational, clinical and financial processes. Phreesia’s patient intake platform was designed to support these trends, which has allowed us to quickly adapt to the current industry environment and to deliver valuable applications to our provider network and the broader market. We recognized the urgent need for intake products that could support telehealth visits, screen for COVID-19 risks and minimize contact during in-person visits and shifted our efforts to helping medical groups stay safe, stay open and continue to see patients. As we navigate a new normal in a post-COVID-19 world, we believe digital engagement tools will become even more critical to ensuring that the POC stays relevant to Life Sciences manufacturers and healthcare marketers.
The evolution of the patient experience during COVID-19 has brought
POC marketing to a tipping point. Today, amid tremendous disruption to the U.S.
economy and healthcare industry, marketers are questioning whether the POC is still
an effective environment to engage with patients. The answer is yes, but to be
effective, healthcare marketers must adopt new standards for success that consider
the realities of a post-COVID-19 environment and how patients and staff are
adjusting to a different kind of intake experience.
Below are five important changes that we believe the POC
marketing industry must address:
- The POC is no longer tied to physical locations—it’s wherever patients choose to engage with their providers and seek care
- In-person visit volumes are fluctuating and have created tremendous uncertainty for advertising exposure and impression volume, making one-to-one engagement tactics more valuable
- Increased provider sensitivity to shared surfaces will decrease the effectiveness of many traditional marketing tactics
- Patients are more receptive to personalized content that’s tailored to their individual health needs
- Disruptions in patients’ access to care has created a greater need for support programs
The POC was moving beyond the walls of the physician’s
office well before 2020, but COVID-19 has led to specific workflow changes that
are likely to become the norm and as a result, will impact the future of POC
marketing. Medical offices have implemented contactless, or “zero-contact”
workflows to help minimize exposure and reduce contact between patients and
staff. Many of our clients have eliminated the waiting room by asking patients
to wait in their cars when they arrive for their appointment and to check in
using their mobile devices. They’re also removing shared surface spaces and
assigning the majority of their non-provider staff to remote work. Telehealth
has also brought significant change to POC marketing. Prior to COVID-19, the
telehealth market was dominated by specialty services offered through employee
benefits plans. But as healthcare organizations look for ways to provide care
and limit contact between patients and staff, a growing number of them are offering
virtual visits. The result of these
operational changes, both contactless workflows and telehealth, is a more personalized
intake experience that relies on patients using their mobile devices to engage
with providers outside of the traditional office setting.
Even as medical groups rebuild their appointment schedules and patients begin
to return to their providers’ offices, it’s clear that the overall the nature
of in-person visits, including opportunities to engage with patients during
those sessions, has changed. As more providers adopt telehealth and
zero-contact workflows, we’ll need to find new ways to measure impression volumes
that were traditionally based on the in-person visit. We can no longer rely on
patients’ idly reviewing screens, thumbing through magazines or picking up
brochures and pamphlets in the waiting room. We’ll need to deliver targeted,
one-to-one engagements to patients’ mobile device, while also ensuring that the
content is restricted for their personal use only.
In addition to facing a new intake
experience, patents today are inundated with new information about their
health. As COVID-19 guidance and recommendations continue to evolve and
patients navigate through a constant stream information, medical marketing must
be personalized to patients’ specific health interests and concerns. Those solutions
that are tied to office operations, rather than a specific office location, will
stand out. Healthcare marketers can leverage self-service digital platforms,
such as patient intake software, to engage with patients about their health. At
the same time, the one-on-one nature of these personalized engagements have a
far greater chance of catching patients’ attention. The point-of-care offers us
an opportunity to reach patients at a critical point along their healthcare
journey—the moment when they are most attentive to their health concerns and
just before they speak with their provider about those needs.
COVID-19 also caused a tremendous disruption to patients’
access to care. The initial outbreak forced many medical offices to close or to
reduce operations, delaying care for hundreds of thousands of patients. Sadly,
it also exacerbated social determinants for many patients, including
employment, health insurance and education. Today’s patients need more than
just information about new therapies, they need to learn about diseases and to understand
the importance of resuming treatment protocols that may have been interrupted,
such as vaccine schedules, infusions, preventive health screenings and
diagnostic testing. We also need to ensure they’re aware of the numerous patient
support programs available from life sciences manufacturers. These programs can
be invaluable in helping patients gain access to and stay on therapy, yet fewer
than one in five patients are aware they exist. Increasing visibility of these
programs is critical for improving patient adherence, as well as to ensure that
qualifying patients can access the right therapies to achieve their health
goals.
As we enter a new media planning season, healthcare
marketers and life sciences manufacturers need more detail and strategic
insight into how the POC can become an integral part of their digital and
mobile strategy. Patient utilization data demonstrates the value of mobile and
how it enables provider to deliver safe care via zero-contact workflows and telehealth
services. We must also personalize content and create directed, one-to-one
engagements to cut through the noise and influx of health information aimed at
patients to address their specific needs and priorities. Finally, we should incorporate
disease education and patient support programs into digital engagement campaigns
when they can improve health outcomes for target patient populations. As the patient
experience becomes increasingly mediated by the converging forces of digital
adaptation, patient centricity and pandemic response, we must find a way to
align our digital engagement strategies at the point of care to every patient’s
needs.
Click here to learn more about Phreesia’s digital engagement solutions.