Patient Communication Platform: Buyer’s Guide

As patient expectations rise, providing a seamless patient experience becomes even more essential to remaining competitive.

The Definitive Buyer’s Guide to a Patient Communication Platform breaks the evaluation process into six steps with helpful worksheets for each. After using this guide, you’ll be able to:

Define your organization’s business needs
Identify what features your health system needs most
Gain support from key stakeholders in your organization
Decide on your top vendor choice

This guide provides a comprehensive and flexible overview of how to choose a unified patient communication platform that supports your company’s goals. Start at the beginning and work your way through each step or choose which steps are most relevant to your organization.

6 Steps to Choosing A Patient Communication Platform

Outline Why You Need A Patient Communication Platform

As patients continue to have more options for their healthcare providers, providing a patient experience that allows your organization to stand out is essential to remaining competitive.

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Identify Key Stakeholders, Decision-Makers, And Their Concerns

Patient communication can be used to provide improvements for many departments and employees in a health system, so it’s important to determine who will be most impacted.

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Research Vendors

Determine which vendors have the features that fit your buying criteria.

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Set A Timeline

A timeline will help keep everyone accountable for their specific roles and ensure steady progress in this purchase decision.

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Evaluate Vendors

Carefully consider each vendor’s solution and how it fills your needs.

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Create A Business Case & Make A Decision

Build a good business case for your first choice by using the information in the worksheets and quantifying the cost of the solution by how much time and money it will save your organization.

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The Definitive Buyer’s Guide to a Patient Communication Platform

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Patients were asking for it. You can get text messages from your hairstylist or veterinarian — the technology is clearly available — why not receive them from your doctor’s office?

Mark Steffen, Chief Administrative Officer, Primary and Specialty Care Clinics

Eisenhower Health

With the consumerization of healthcare, our patients now have more power than ever before. WELL allows us to focus on retaining them, making them happy, and most importantly focusing on our core competency.

Tia Brown, Appointment Reception Supervisor

Ortho NorthEast

The ability to communicate back and forth, assuring patients that we are here for them both virtually and in-person is crucial as we continue to safely provide care in the midst of this pandemic.

Tesha Montgomery, Vice President of Operations and Patient Access

Houston Methodist

WELL has given our staff the ability to reach out to patients who could not otherwise be reached by phone. Our patients feel like they’re being heard and it allows our staff to complete their work.

Diego Galvez-Ramirez, Director of Patient Support Services

Riverside Medical Center

Orthopedics by its very nature, is such an unpredictable specialty. We wanted a system that would enable more communication pathways to quickly and painlessly reach our patients at the time they need
the most.

Siobhan Palmer, Director

Cedars-Sinai Kerlan-Jobe Institute

Offering the electronic tool as an alternative to human interaction supports patient and family preference and adds value to our organization.

Ginger Dzick, Manager of Patient Experience & Patient Relations

Children’s Wisconsin

Our staff adapted to using WELL pretty quickly and realized that it was much easier to text a patient than it was to call them. Being able to go into WELL and select the entire schedule, send out mass messages and field reschedule messages has definitely been an efficiency improvement.

Jason Wilfong, Chief Operating Officer

Monterey Spine & Joint