WELL Referrals Management reduces patient leakage

 

As many as 50 percent of patient referrals are never completed.

Sometimes it’s due to a communication breakdown between doctors and patients. Sometimes patients simply forget to schedule or keep a referral appointment.

The result is that patients don’t get the care they need. And they are more likely to be readmitted to the hospital and have worse outcomes than patients who attend specialist appointments.

When patients fail to complete their referral appointments, hospitals suffer too. For nearly half of health systems, patient leakage results in more than 10 percent of annual revenue losses. Moreover, incomplete referrals mean slots go unused in specialists’ schedules. Analysts predict that by the year 2023, there will be a shortage of more than 65,000 specialists. Leaving unused time in their day wastes valuable resources.

We launched WELL Referrals Management to improve the referral workflow and reduce patient leakage. Our platform helps office staff schedule appointments and helps patients keep them. Coupled with WELL’s powerful automation engine and appointment reminders, it creates a concierge patient experience.

Improving patient referral workflow

WELL created its new Referrals Management system to automate the referral communication process. Here’s how it works:

  • After a provider places a referral order in the EHR, the patient receives an invitation to book an appointment. WELL sends it through the patient’s desired communication method (text, phone, or email) from the referred specialist.
  • If a patient responds yes, the specialists’ office can continue the conversation via text, call, or email to set up the appointment.
  • If a patient gives no response, the message can be repeated. This is where WELL’s powerful automation engine really shines. You can configure messaging to be sent out at custom intervals depending on the needs of your practice.
  • If a patient says no or doesn’t respond to the final message, WELL will send this response back to the EMR, closing the referral. From there, staff can personally reach out to the patient to schedule the appointment. As few as five percent of patients actually respond no.

Powerful automation engine

After patients schedule their appointment, WELL sends automated appointment reminders at custom intervals. The value of completely configurable messaging cannot be overstated. Your staff doesn’t need to lift a finger to keep patients engaged in their care and more likely to show up for their appointment. No batch uploads. And no waiting for your patient communication vendor to answer your support ticket.

Additionally, because WELL offers conversational texting, patients can respond with questions. Chatbots answer common questions, such as “Where are you located?” When patients have more in-depth questions, staff can easily enter the conversation as needed.

Benefits of improved patient referral workflow

WELL Referrals Management can reduce staff workload significantly. Staff spend countless hours on the phone trying to reach patients to schedule their referral appointments, sometimes calling multiple times for a single appointment. WELL Referrals Management eliminates these calls, reducing staff workload significantly.

Our messages have a 99.9 percent delivery rate. They’re never waylaid by a patient not picking up the phone or being on vacation. Even when patients miss a call, WELL reaches out multiple times to ensure a patient receives the message. The improved consistency makes your patient referral workflow even more effective.

Appointment reminders have the potential to reduce no-shows by more than 50 percent. For example, Mountain View Medical Center in Oregon reduced no-shows by 54 percent after implementing WELL. Eisenhower Health in Southern California saw similar reductions in no-shows.

Automating the initial outreach allows your staff to focus on the most critical patients and quickly close the referrals that don’t require followup. WELL Referrals Management helps stop patient leakage and frees up your providers and staff to do what they do best — care for patients. ♥

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Ditch the paper and deliver patient surveys by text

Patient surveys can highlight gaps in care and help your health system determine areas for improvement.

But traditional patient feedback surveys on paper are cumbersome, expensive to deliver, get low response rates, and typically garner responses only from those who are either really happy or really unhappy.

Online healthcare satisfaction surveys are the obvious alternative. Nevertheless, you still have to deliver them. The solution is simple: use a patient communication platform to deliver patient surveys by text message.

WELL clients have found that simply switching from paper surveys to sending online surveys via text message tripled completion rates, yielding a 20 percent completion rate for some health systems.

Here are some of the most common questions regarding patient surveys and the best practices for sending surveys, increasing response rates, and improving patient satisfaction.

What are the best online patient surveys?

Medical practices can create patient surveys through SurveyMonkey, Typeform, Formstack, or another online form provider.
Alternately, you can use a more sophisticated patient survey company, such as Tonic, a WELL partner. Tonic allows you to create and customize patient experience surveys or choose from a range of templates, including best-in-breed patient satisfaction surveys, NPS, leadership rounding, and CAHPS. Tonic’s forms are also easy-to-read and have a fun, interactive design.
Many survey vendors encourage patients who provide positive responses to leave a review on online review sites, such as Google, Yelp, or a social media channel.

What is the best way to deliver patient surveys?

You can deliver links to patient surveys via email, but for the best open and response rates, text messaging works best. Here’s why: Patients are already on their phones, and text messages have a 98 percent open rate compared to email’s 20 percent.
With a patient communication platform, such as WELL, you can send text messages directly from your practice line — a number patients will already recognize.

When is the best time to send patient surveys?

The best time to send a patient satisfaction survey is one day after a visit. Sending a patient survey on the same day might be overwhelming. If the practice is running behind schedule, the survey could arrive before the visit is even complete — which probably won’t help patient satisfaction scores.
WELL offers three distinct ways to deliver online patient surveys. The first is through an automated text message. The patient will receive a link to a survey embedded within a message, a thank you message following a visit, for example. This requires no additional lift from your staff other than to set up the initial automation.
Another option for sending patient surveys is through a Broadcast message to multiple patients at a single point in time. For example, you could send the survey to all patients at a single location or to patients who saw a certain provider during the previous year.
Finally, to reach a larger group of patients, use a Campaign. You can select a specific group of patients — segmenting for any particular patient subsets you want to target — and upload a .csv to WELL. For example, if you want to check in with your millennial patients, you can export a list of patients whose birth dates fall within a certain range.

How do you improve response rates for patient surveys?

Patient surveys traditionally have a low response rate, as low as three percent. This yields skewed data because it only represents the patients who are really happy or really frustrated. It doesn’t help you capture data from the vast majority of your patients. Here are a few tips to improve text message response rates:

  • Make it easy for your patients and offer online surveys sent via text message. When the text comes from a number your patients recognize, they’re more likely to finish the survey.

 

  • Respect patients’ time by keeping your surveys short. This way, they’re more likely to complete the survey. Also, choose simple questions that are easy to understand and don’t use medical jargon.

 

  • Finally, don’t send too many surveys. Your patients will become fatigued if you send surveys after every single visit. Instead, opt for a survey following new patient visits and at an annual or semi-annual cadence. ♥

Can your doctor appointment reminder system do that?

 

Does your doctor appointment reminder system measure up?

Many progressive hospitals and private practices already invest in a doctor appointment reminder service. A phone or text reminder can reduce no-shows, improve patient scheduling, and ultimately ensure patients get the care they need.

However, most patient reminder systems don’t offer the flexibility, accuracy, and bidirectionality that they claim to have. Here are the important points to consider when you choose doctor appointment reminder software:

Can you customize patient reminders?

Medical appointment reminder software should allow you to customize more than just the appointment time and date. You should be able to use patient first names and tailor your messaging to the type of communication that resonates with your patients.

It should also let you text medical pre-appointment instructions — such as reminding a patient to fast before their visit.

Here is an appointment confirmation text sample that works for WELL customers:

“Hello, Maria, Dr. Driscoll is looking forward to seeing you tomorrow at 04/13/2019 12PM at Santa Barbara Oncology, 12 E CARRILLO, SANTA BARBARA, CA. Please arrive at 11:45AM.”

Is texting HIPAA compliant?

Whether or not texting is HIPAA compliant depends on multiple factors — patient health information may or may not be present in your patient reminders. In the previous appointment confirmation text sample, the message includes enough information to deduce a diagnosis, which is protected PHI and should be sent securely.

Ultimately, it’s up your organization and compliance department to determine what content to send via texting and what to send via Secure Messaging. One of the advantages of WELL is that healthcare organizations can configure messaging exactly to match their compliance requirements.

Does the appointment reminder service speak 19 languages?

WELL offers support for 19 different languages. Whatever language your patient speaks, as indicated in the EMR, you can configure messaging to be sent in that language. It seems obvious, right? — speak to people in a way they understand.

Can you schedule and send patient reminders in real time?

With most patient reminder systems, you have to upload your data in batches once a day and then wait for hours before reminders begin sending, irrespective of the actual appointment time or cadence you want.

With WELL, when an appointment is scheduled in the EMR, a confirmation message goes out to the patient immediately. Subsequent messages are stored in WELL’s database and go out at the cadence you choose — no batch uploads, no batch sending.

Is it easy for patients to confirm and cancel appointments?

You don’t talk to your patients in single digits or letters, so why does your appointment reminder system ask them to talk to you that way? When patients only have the option to text “1 to confirm, or 2 to cancel” they’re more likely to make mistakes and accidentally cancel when they mean to confirm. This results in missed appointments and frustrated patients.

With WELL, patients can respond the way they would respond to a friend — “Yes, I’ll be there!” or “No, can’t make it.” WELL’s sophisticated platform understands and processes these responses and sends them back to the EMR. Even better, you can set up keyword-based automations to respond to patient questions such as “Where are you located?” to better serve your patients without additional lift from your staff.

WELL’s truly bidirectional functionality allows patients to also ask specific or clinical questions and receive responses directly from your staff. Ultimately, we want to make going to the doctor as easy as meeting up with a friend.♥

9 reasons to focus on patient experience in 2020

 

When Colleen Prescott woke up, she noticed that the muscles on the left side of her face were weak and drooped.

A week earlier, she had undergone major abdominal surgery and was still heavily sedated with pain medications. She didn’t want to spend half an hour on hold trying to reach her doctor. She needed an answer and fast.

Her provider had recently implemented WELL, allowing her to easily text the office. Moments later, a nurse responded and urged her to go to the emergency room because her symptoms mirrored those of a stroke.

“I wouldn’t have called my doctor and sat on hold for half an hour — I probably would have just ignored it,” Prescott* says. “Texting allowed me to reach out quickly and get an answer right away.”

Patient experience begins before the appointment

Patient experience begins before an appointment even occurs — for Prescott, it happened while she was still at home in bed.

A 2017 study conducted by the University of Utah found that patients value the ability to schedule a timely appointment, convenient access to their provider, and a reasonable wait time significantly more than actual time spent with their provider, the availability of specific treatments, and the actual quality of care (e.g. absence of medical errors).

“In focus groups and in survey feedback, patients told us they don’t necessarily want to spend more time with their provider — they want to be heard,” the study’s focus group observed.

Nevertheless, according to research published by Sage Growth Partners, a Baltimore-based healthcare consultancy, only 39 percent of health system C-suite execs report using text messaging to improve patient experience. Even fewer are texting patients with truly conversational bidirectional messaging, so patients can actually text you back.

Better patient experiences lead to better outcomes

Research consistently confirms that positive patient experience correlates with better health outcomes. A study published in the journal Circulation in 2010 found that patient satisfaction was positively correlated with 13 of 14 measures of success for treatment of heart attacks. Additionally, for every 25 percent increase in patient satisfaction scores, there was an equivalent 25 percent change in predicted survival.

The researchers concluded that patients are good discriminators of the type of care they receive — when they don’t have a good experience, they don’t fare as well.

Results are similar for patients with chronic conditions. For example, diabetic patients who report better communication and overall experience with their providers also have better blood sugar control and fewer functional limitations, according to a study published in the Journal of General Internal Medicine.

Better patient communication yields better experiences

When Prescott landed in the ER, she was quickly diagnosed with bell’s palsy, or idiopathic facial paralysis. It’s not as serious as a stroke but not something to ignore either — in some cases it can result in permanent contraction of the facial muscles. The sooner it’s treated, the better the prognosis.

“If I hadn’t texted my doctor and received treatment immediately, I could have a permanent nerve damage and a lifelong facial deformity,” she says. “Being able to reach my doctor quickly made all the difference.”

Patient experience is good for business

Cultivating positive experiences makes sense for patients and for providers. Here’s why:

  • Patients are five times more likely to select a practice where they had a positive experience than one with a strong consumer marketing presence, according to a 2018 Press Ganey report.
  • Hospitals with better patient experience ratings tend to have 50% higher profit margins than average hospitals, Accenture research found.
  • Similarly, a 2016 Deloitte study found that hospitals with excellent HCAHPS scores had an average net margin of 4.7%. Hospitals with low scores had average margins of just 1.8%.
  • A Vanguard Communications survey found that 96% of online patient complaints center around customer servicenot quality of care.
  • 72% of patients use online reviews to guide them to a new doctor, a Software Advice report states.
  • 51% of patients would switch healthcare providers if it meant they’d receive great customer service, according to an Accenture report.
  • Good patient experience is associated with lower medical malpractice risk. On a scale of one to five, with one being “very poor” to five being “very good”, every point increase in score reduces the risk of malpractice by 21.7 percent.
  • Efforts to improve patient experience also improve employee satisfaction and reduce turnover. Northwestern Memorial Hospital in Chicago launched a patient satisfaction program that resulted in improved staff satisfaction, productivity, internal and external recognition, and a 4.7 percent decrease in employee turnover.
  • Positive experiences contribute to increased patient retention. Happy patients are three times more likely to remain in your practice than patients who have the poorest quality relationships with their providers.

For Prescott, being able to quickly and easily reach her provider not only resulted in a better health outcome but also yielded fierce patient loyalty.

“The experience was so positive — just what they were able to do for me without me really lifting more than a finger to reach out — I’ll be loyal to them forever,” Prescott says.

*name changed to protect patient identity

5 Reasons Patients Miss Telehealth Appointments

 

Telemedicine was supposed to reduce no-shows because there’s no barrier to seeing a doctor by video, right?

Not exactly.

More than 70 percent of consumers are open to telehealth, and there is little difference between the quality of care versus in-person appointments. Nevertheless, no show rates for telehealth are often 30 percent or more, twice as much as for in-person visits.

How can that be?

There’s more to the story than just the stats
According to Brandon M. Welch, PhD, Assistant Professor at Medical University of South Carolina and founder of telemedicine provider Doxy.me, it may not be due to the nature of the visit — by video instead of in person — but rather how the visit is promoted, scheduled, and implemented by the healthcare organization.

For example, many enterprise health systems offer telehealth visits with a pool of qualified physicians who may or may not be the patient’s primary care doctor. This variable alone could account for an apparent increase in no-show rates.

“So you’re not really comparing telemedicine to in-person because there is more than one variable,” Dr. Welch said. “To determine if no-show rates are really higher among telemedicine appointments, other variables (such as the provider-patient relationship) must be controlled.”

So why aren’t patients showing up?
That said, the no-shows in telemedicine are real. They still present a hurdle to ensuring quality care for patients and create a financial and administrative burden for healthcare systems.

Patients miss their virtual visits for a variety of reasons. Here are the top five:

#5 Technical challenges
Technical challenges are one obvious barrier. If patients don’t understand how to use the technology, they’re less likely to follow through with their appointment. Needing to download an app or log in to a patient portal both present opportunities to abandon the appointment. Passwords are forgotten. And sometimes, new tech is just confusing. Research indicates that usability issues at the initiation phase of the appointment account for the greatest patient frustration.

#4 When it’s not seen a real appointment
Patients may think there’s no harm in not showing up for their appointment — like they’re not hurting a real person or wasting real time. This is especially true when patients are seeing someone other than their primary care physician.

Welch views telemedicine as complementary to the traditional in-person care model, rather than a replacement for it.

“The movement to replace in-person appointments with telemedicine will fail, along with quality and satisfaction of care, if it severs the patient-provider relationship,” he said. “Doctors need to adopt and add telemedicine as an option to their practice, rather than organizations trying to replace that traditional in-person relationship.”

#3 Thinking “I can just book another appointment!”
When there’s no consequence to the patient not showing up — no bill and no long wait time to reschedule another appointment — patients may be less motivated to keep their appointments.

One solution to reducing patient no-shows is to implement a policy that penalizes patients with a straight fee or a “three-strikes-you’re out” policy. However, the first approach can scare off patients and discourage them from seeking care with you. The second can actually contribute to patient attrition — not what you’re looking for.

#2 No Good Reason
One of the toughest reasons to address may be the one that doesn’t exist. Sometimes human behavior is inexplicable and people have no good reason for doing or not doing something.

#1 I just forgot
It’s easy to forget an appointment, especially when you’re dealing with an illness or injury. Digital amnesia, forgetting information stored on a digital device, amplifies that tendency. When a patient makes an appointment online, they are more likely to need frequent reminders to keep it.

Solutions
Engaging patient communication and delightful virtual experiences offer promising solutions to many of the reasons for virtual care no-shows. WELL partners with enterprise health systems offering virtual care and uses its bidirectional text messaging to reach patients where they already are — on their phones.

WELL clients have seen telehealth no-show rates cut in half — especially for the patients who simply forgot to attend. Before the appointment, a series of conversational messages help the patient log in to the portal and check in to the appointment. Because the text appointment reminders are bidirectional, office staff can chime in when needed to help a patient get their appointment started.♥

Uber and WELL: Improving access to healthcare

 

When we think of access to medical care, we usually think about costs: Does this patient have insurance? Can they afford the bill at the end of the line? What’s the price of that medication?

But sometimes, the hardest part about going to the doctor’s office is just getting there in the first place.

According to the American Hospital Association, an estimated 3.6 million people in the United States miss out on medical care every year because of transportation issues. Likewise, studies have found that transportation problems are responsible for as much as 28 percent of no-shows.

When we talk about transportation, we’re covering a wide berth, from lack of access to a car to long travel times and lack of basic infrastructure. And while providing a ride to a stranded patient won’t address every disparity, it can make a huge difference.

Access through Uber

That’s why WELL has created a way for health systems to send an Uber ride to patients who need one—automatically, with no staff time or input needed. It’s designed to lessen those disparities and get patients in for vital care.

But providing an Uber does more than that. It’s a great way to show patients how important they are—and provide an amazing, concierge-level experience for a minimal cost.

The Uber workflow can be launched with a keyword trigger, and is coordinated by a conversational chatbot that can schedule a ride by itself. Here’s how it happens:

1. Keywords Kick It Off

Automatically respond to messages from patients that include words like “car” or “ride” using WELL’s Keyword Actions. Once a patient has scheduled an appointment, our system will look for trigger keywords and ask patients if they need a ride to the clinic.

2. A Chatbot Gets It Going

If your patient needs transportation, a chatbot will coordinate all the details—including getting the right address, calculating travel times, and automatically ordering an Uber. Everything is taken care of behind the scenes through the WELL API.

3. An Open Channel Alerts You

Although the chatbot can handle the whole interaction from beginning to end, your staff will be alerted if the patient needs help. A staff member can hop in to answer any questions, then guide the patient back to the automated conversation. (If all goes smoothly, the automation skips this step.)

4. Your Patients Are Delighted

Stranded patients are unhappy patients. But virtually without effort, you’ve reduced no-shows, shown your patients they matter, and helped to level the field for underserved patients. That’s a lot of goodwill for the price of a ride.♥

Seniors are texting. Everyone else should text back.

 

When Alexis Kuerbis applied for a grant to study older adults and text messaging, she was shocked by reviewers’ reactions.

“Basically, I ran into a bunch of ageist and out-of-date attitudes,” said Kuerbis, a professor of social work at Hunter College. “They were saying ‘Older adults don’t use mobile phones. You’re never going to get them to engage in any technology.’”

But that wasn’t Kuerbis’s experience. At the time, she was participating in a study that involved using text messaging as an intervention for problem drinking, and older adults were among the study participants. “I was seeing people who were older and very tech-savvy, and able to engage in an intense assessment via smartphone,” she said.

What the science says

The scientific literature backed her up. Researchers have successfully used text messaging to engage older adults in everything from appointment reminders to medication management.

According to the Pew Research Center, 80 percent of Americans over age 65 own a cell phone. AARP research found that 86 percent of Americans over age 50 communicate with text messaging. For those ages 50-69, texting has actually surpassed email as their preferred method of communication.

“We think of texting as a millennial thing, but people of all ages engage in it,” said Aaron Hagedorn, a gerontology professor at USC and widely-respected expert on older populations. “Every person is the same, regardless of age: We all want to engage socially.”

“In general, older adults are pretty open to using technology,” said William Chopik, a psychology professor at Michigan State University. In 2016, Chopik studied about 600 older adults with a median age of 68 to find out more about their use of social technologies like SMS messaging, emails, video conferencing, and Facebook.

The seniors in the study didn’t just have positive feelings toward the social technologies used; they were positively impacted by them. “It makes them feel less lonely, and, as a result, makes them happier and healthier,” Chopik explained.

“In every study I’ve ever seen about technology being applied to older adults and seniors for healthcare, across the board, they tend to like it. Separately, they also tend to get excited about it, because it feels fun and new,” said Kuerbis.

An outmoded perception

But we’ve all heard the stereotype: Older people and technology don’t mix. Where does it come from?

For one thing, Kuerbis says, it actually was true a generation ago, when older generations went their entire professional lives without using digital technology. Times have changed. “If you think about it, the generations that have aged in the past 30 years aged at a time when the world was being forced to engage in technology in new ways,” she explained.

Kuerbis’s father, for example, began using computers for work in the 1980s, but his parents never did. “There just isn’t the same level of digital divide.”

In addition, Hagedorn said, non-seniors often think of old age in the most dramatic possible terms: “We tend to think about the most disabled older people, and people tend to think that the design that works for them needs to address the most extreme circumstances in terms of color or size or demands on dexterity.”

But that’s not an accurate picture. For one thing, when we talk about older adults, we’re actually talking about everyone over the age of 50. That’s a huge and highly diverse population—one that covers people at the height of their careers as well as those who have been retired for decades.

And even among true seniors—those 65 and older—technology use comes pretty naturally, Hagedorn said: “I would say that among the population of people 65 and up, 80 percent of them would have no problem using a standard app. Another 10 percent of them could handle it with some assistance from others or on a tablet. The ones who can’t manage it are in a real minority.”

Engaging older adults in texting

“Text messaging is the least invasive and the most accessible [technology] across age groups. It takes the least amount of effort for older adults to use,” Kuerbis explained.

That’s not to say that those older adults use texting in precisely the same way younger populations do. For one thing, Hagedorn said, it’s much better if there’s a human on the other end. Older adults are “very people oriented, not technology oriented,” he explained.

How to reassure them that there’s a real person on the other end? “Ask them to reply back,” Hagedorn suggested. “The engagement of having to reply is a stronger reminder and forms a relationship.”

When it comes to appointment reminders, more is better, Hagedorn said. A one-time reminder will be less effective for a senior population than two or three spread out over a few days.

And Kuerbis’s research shows that older adults have some clear preferences about message content: Single punctuation was better received than multiple punctuation marks; messages without emoticons tested better than messages with a smiley face; and older people preferred “you” statements to “we” statements.

Finally, Hagedorn’s research suggests that trying to replace in-person relationships with technology isn’t likely to work well. When he conducted research that involved providing telehealth counseling to older adults, literally 100% of them said they would have preferred an in-person appointment. By contrast, “young people like telehealth counseling better. They feel more comfortable in their own homes, and they may actually reveal more.”

Instead, technology is more likely to engage seniors “if it strengthens a relationship that’s important to them, particularly if it’s related to an in-person experience”—precisely like a doctor’s appointment.

And despite the stereotypes, “older adults have a lot of concerns about staying connected,” Chopik said. “Technology is one of the ways they can increase their communication with the outside world.” ♥

Live Chat: The Fourth Piece of the WELL Puzzle

 

It’s a familiar story:

A patient moves to a new city. She’s just started a different healthcare plan with her new employer, she doesn’t yet have a doctor, and she’s not feeling well. Looking online for a healthcare provider, she comes across a website for a local health system.

Now, that health system can be there to greet her in real time, thanks to a welcoming, personalized new feature: WELL’s Live Chat.

Live Chat

Traditionally, communication platforms weren’t designed to serve people like our hypothetical newcomer. Instead, most are focused on providing information to established patients through one communication method. WELL is already ahead of the competition in offering three ways to connect with patients: phone, bidirectional text, and bidirectional email.

But Live Chat is the fourth piece to that puzzle, making it possible to capture new patients and other visitors to a health system website.

Here’s how it works:

When someone—whether it’s a new patient, a doctor, or an administrator—visits an organization’s website, there will be a chat button in the lower right corner. If the visitor clicks the button, they’ll be launched into a chat window that connects them to a WELL user in that office.

Customize your Live Chat window

That window is fully customizable: Health systems can change colors and add a logo, so the chat window is a perfect match for their existing brand. It also persists across the website, so a prospective patient can look around—and schedule an online appointment—while having an ongoing, real-time conversation with a staff member.

Live Chat works with all the WELL features you love

And WELL’s existing Mentions feature works in Live Chat, allowing a staffer to direct a conversation to the right person in their enterprise. For example, if a new patient asks “Do you take my insurance?” and you’re not sure, tag your billing department for an accurate answer.

Using Keyword Actions, you’ll also be able to create automatic responses to specific words in the patient’s email. For example, the question “Where are you located?” could automatically trigger a link to a map, ensuring a quick, helpful response—and a delightful experience for the patient.

After all, we’re all about delightful experiences at WELL. As we’ve said before, the patient journey is much longer than the time spent in a doctor’s office. Live Chat lets our customers start that journey with their best foot forward. ♥

 

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