Top 10 Patient Communications Statistics that Show the Value of Automation [Infographic]

Ira Brooker    February 16th, 2024

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Communicating clearly and consistently with patients is an eternal challenge for healthcare providers. Today’s patients have a diverse range of needs and preferences, with more communication channels available to them than at any other point in history. In a fast-paced industry that depends on personal connections, falling behind the communications curve can have long-term negative impacts for a healthcare organization. Let’s take a closer look at some key challenges of patient communications management and the ways an automated communication management system can help.

The Benefits of Customer Communication Management
for Healthcare

MHC helps healthcare organizations unlock efficiency across the entire healthcare system by taking control of customer communication management with easy-to-use, fully integrated software solutions offering such benefits as: 

Enhanced Patient

The most compelling reason to automate communications is providing a more satisfying user experience. Automating CCM makes it simple to send personalized communications, appointment reminders, and automated updates via any channels your patients prefer.
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Automated Document Management

Using workflow automation makes it far easier for your team to guide documents from creation to delivery, with minimal human touch points. That not only greatly cuts down the time spent preparing and routing documents, it also reduces the risk of human error that can lead to further delays.
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Document Capture and Analysis

Automation makes data entry and analysis much faster and more accurate. Optical character recognition (OCR) technology scans documents of all kinds (PDFs, emails attachments, Word documents, and even scans of physical documents) and extracts necessary information without requiring human touch points. That speeds up document processing and eliminates costly data entry errors.
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Data Analytics

Providing better service to your patients requires understanding what they really want from your practice, how they use your resources, and what channels they prefer to use. An automated system offers deep, real-time insights into patient needs and behavior that help to streamline and fine-tune your processes.
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Smart Documents and Interactive Forms

Using smart documents with interactive elements boosts patient engagement, allowing patients to feel more empowered and in control of their own healthcare. Providing patients with fillable fields also reduces the risk of human error while making sure that your practice is receiving all of the necessary information.
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Batch and On-demand Document Creation

An automated system can scale as your document needs vary over the course of a year, whether that’s high-volume batches of documents or smaller, on-demand orders. Simplified template management eliminates bloat and keeps documents consistent with your brand and image.
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10 Key Stats That Make the Case for Automating
Patient Communications

There are plenty of arguments to be made for upgrading to an automated communications management system, from both the patient’s side and the provider’s. An automated CCM solution not only ensures that patients receive more timely and accurate information, it also speeds up and simplifies the communications process for the provider while eliminating costly human errors. We’ve compiled some compelling statistics from a wide range of sources to illustrate that the time to embrace automated patient communications is now.

 80% of healthcare consumers say they prefer having the option to communicate with providers digitally, via SMS messaging, online forms, and other digital channels. (Source: Dynata)

The nature of the healthcare industry means that providers regularly interact with patients from all walks of life, across a wide range of ages, incomes, and backgrounds. Being able to communicate consistently and accurately with patients via the channels they prefer requires a system that can easily coordinate and integrate across channels and platforms without distorting the provider’s messaging or branding.

61% of healthcare consumers say they want a healthcare communication experience that more closely resembles their online retail experience.
(Source: Harris Poll)

Think about how much more convenient online shopping has become in recent years, and how efficient and effective retailers have gotten at communicating with online customers. Patients increasingly expect their healthcare communications to mirror that experience. With an automated patient communications solution, your messages can be conveyed as quickly, accurately, and consistently as any retailers’.

81% of patients say their expectations for healthcare communications have changed since the COVID-19 pandemic. (Source: Healthcare IT News)

Communicating with patients doesn’t look the same as it did before the events of 2020. As businesses and consumers alike shifted to remote forms of communication, access to new and diverse channels became the expectation rather than the exception. In the modern landscape, a healthcare provider still relying on pre-COVID communication methods runs the risk of looking out of touch with patient desires.

83% of consumers say that expanded options for digital communication will be a key factor in choosing their future healthcare providers. (Source: Forbes Technology Council)

Even if a healthcare provider feels that their patients’ current needs are still being met by an outdated system, that isn’t likely to hold true for very long. Technology and consumer behavior are evolving rapidly. The patients of tomorrow have made it clear that they want multiple channels of digital communication open to them, and providers who fail to offer those options will see an accordant drop in their patient retention.

According to a study of online reviews of healthcare providers, physician-patient communication is 1 of the 4 main factors associated with a positive or negative rating.
(Source: American Society of Plastic Surgeons)

In an era of increased competition and healthcare options, patient retention is more important than ever. Online reviews are a major factor in many patient’s choice of providers, and the reputational damage done by too many negative reviews is difficult to repair. Automating patient communications is essential to maintaining a strong public reputation.

66% of healthcare providers rely primarily on older communications methods like paper documents and phone calls, while nearly half don’t use social media professionally. (Source: IQVIA)

Making the move away from an outmoded technology isn’t easy. Providers may be uneasy about the disruption that comes with transitioning to automation, but every day spent using obsolete communication methods instead of the many newly available channels is a day of missing out on potentially important connections. An automated system makes omnichannel communication across email, SMS, and even social media channels quick and easy.

55% of patients say they would consider leaving their current healthcare provider if they could not communicate via their preferred channel.
(Source: Healthcare IT News)

Advancements in healthcare communications technology have empowered patients in many new ways. More and more healthcare consumers consider these communications so essential that they are willing to change providers in order to get the kind of service they prefer. An automated communications system with omnichannel options helps to ensure that every patient’s needs are being met.

71% of healthcare providers say they have little or no integration between their various patient engagement systems. (Source: TalkDesk)

Lack of integration is a major cause of miscommunications, delays, and duplicated work in a healthcare setting. When patient information is being shuttled between different systems and platforms, the chance for human error increases greatly, and correcting those mistakes can be a challenge in itself. An automated communication solution with smooth integration between systems eliminates major issues for both patients and providers.

93% of healthcare providers feel that automating document management would boost accuracy and efficiency in their practice. (Source: Black Book Market Research)

When it comes right down to it, no healthcare provider wants to offer substandard patient communications. The vast majority of professionals recognize the benefit of and need for expanding automated communications. Making the ultimate call to invest in automation may be challenging, but as a long-term investment in patient relationships, it’s more than worth the effort.

10 Patient Communications Statistics Infographic

Patients who receive automatically generated, personalized communications are 60% more likely to use recommended clinical programs. (Source: Cigna Healthcare)

Getting patients engaged with preventive care and optional-but-recommended health measures is an ongoing challenge for most healthcare providers. Connecting to patients with messaging personalized to meet their specific needs is one of the most reliable ways to drive that engagement. Automated patient communications make personalization fast and easy, helping providers address potential health issues before they become larger problems.

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How to Upgrade to an Automated Patient Communication System

The bottom line is that your patients’ communication abilities and expectations have changed a lot in recent years. A healthcare provider that lacks the flexibility and technology to keep up with those changing needs runs a strong risk of losing patients over the long run. Fortunately, automating your patient communication management system with a reliable software solution can help your organization connect on a more personal level while also future-proofing your processes.

MHC offers customer communication management (CCM) software solutions designed to streamline and simplify patient communications for healthcare providers of all sizes. From simplified template management to automated workflow reviews and approvals to easy omnichannel distribution, MHC software allows your practice to connect with customers with personalized communications delivered on the platforms they prefer.

Ready to find out more about the ways MHC can transform your patient communications and scale to meet the evolving needs of your organization? Contact us today to schedule a demonstration! Our in-house experts will develop a solution tailored to your practice’s specific needs while demonstrating personalized solutions to keep your communications timely, relevant, and accurate.

Ira Brooker

Ira Brooker is a freelance writer and editor based in Saint Paul, Minnesota. He has been writing blogs and copy about software-as-a-service solutions for most of the past decade. Before exploring accounts payable and workflow solutions with MHC, he wrote about fields including cybersecurity, workforce management, online accessibility, audiology, retail sales, and much more. When he’s not doing business writing, he also indulges in writing fiction, journalism, arts criticism, and bar trivia.

Notice – Portions of this blog post were generated using Generative AI tools. Our writer has carefully fact-checked, edited, and added their own insights to ensure accuracy and a unique perspective.


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