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What customer satisfaction means for your healthcare plan

What customer satisfaction means for your healthcare plan

Have you noticed that your favorite bank has not only stopped opening new brick and mortar branches in your area, but it seems the ones that are open offer fewer hours and are encouraging patrons to bank via their mobile device rather than visit the branch? It’s not your imagination. It’s been happening and according to a story on CNBC.com we’ll see more and more branches close in the next decade.

So why are we talking about banks? The banking industry is changing, and the reason is in a large part due to consumer demand. People are busy, they move around a lot and they want better access to their accounts while they are on their cellphones and tablets. According to a Goldman Sachs report, since 2011, 700 million global consumers have begun banking on their cellphones.

The same is beginning to become true for healthcare. Consumers want personalized information, reminders for doctor appointments, medication refill texts, and they want to be able to make better choices about their healthcare to reduce their costs. Healthcare Customer Satisfaction

According to an article published in the Journal of Anesthesiology Clinical Pharmacology, in late 2015 there were more than 20,000 mobile apps tied to healthcare. This includes consumer apps that track heart rate, calories and exercise activities. Some of those apps also help consumers with their medical history, current medications and even offer prescription medicine reminders. Many medical practices already offer text message reminders for appointments and follow ups, and depend on third-party vendors to manage this process. Patients can choose to receive notifications via text, email or by phone, all of which improve patient satisfaction and encourages better adherence to medications.

As people are facing increasing health insurance costs, they will expect their health plans, PBMs, and physicians to improve communication options to help them understand their medical and pharmacy benefits. Knowing which members need to have messages sent to them and evaluating which messages lead to better patient satisfaction and improved care quality is no longer an optional strategy for the healthcare delivery system.  RxEOB’s Mercury Messaging platform helps healthcare payers, providers and PBMs communicate efficiently and effectively with their patients and plan members. To find out how RxEOB can help you reduce the overall cost of care and increase member satisfaction, please contact us at 888-648-0989 ext. 226, or email us at info@rxeob.com.