We recently brought a group of top healthcare executives together for discussions on mobile strategies at the mPulse Healthcare Leaders Forum. The wealth of knowledge shared during the event was abundantly helpful for those in the room, so I couldn’t help but share a few nuggets of their wisdom and experience with you.
The group included business, medical and IT executives from Health Plans, Healthcare Providers, Health Systems, Medical Device Manufacturers, Pharmaceutical companies and Retail Pharmacies.
Here are some of the highlights from the discussion:
Takeaway 1
Consumers want a true mobile experience.
How to Implement
Give people access to their own data and deliver all info they would normal receive but through the mobile channel. That is the best way for them to access that data. One of the attendees highlighted that when they started their mobile text program years ago, 2.5% of their members selected it as their preferred form of communication. That % has jumped to 22% and demonstrates a “threshold of awareness” has been reached.
Takeaway 2
Use mobile and texting, in particular, for self-service.
How to Implement
A few of the attendees are focused on growing their medical device ordering business through the mobile channel by enabling simple and easy ordering via text messaging. It helps reduce operational costs, provides a superior customer experience and improves revenue for their annuity businesses.
Takeaway 3
Replace customer service phone calls with a text message program.
How to Implement
People don’t answer the phone if they don’t recognize the number and they rarely listen to voicemails. Turning that engagement over to the text channel enables patients to read and respond to the message at their convenience and is a much more efficient channel cost-wise.
Takeaway 4
Close care gaps through group texting programs.
How to Implement
Using well-timed and tailored messages has driven patients to clinics for key care touch points to help close care gaps. For those seemingly unreachable patients, text has been the one channel that has really made a difference in getting their attention, and more important, their action in their health and wellness.
In summary, the attendees highlighted some keys to any successful mobile strategy:
- Clear organizational ownership of mobile initiatives to ensure they move forward quickly and effectively.
- Articulate the desired goals and metrics by which you will analyze the success of your mobile initiatives
- Focus on the low-hanging fruit first.
- Bring in a trusted partner that has healthcare and mobile expertise, as well as innovative mobile technology.
