BUSINESS

  TECHNOLOGY

CONNECT WITH PATIENTS

LET PATIENT COMMUNICATION SYSTEMS DO THE WORK

A NUMBER of years ago when I first started my practice, I began collecting my patients’ email addresses so I could send them messages thanking them for coming to my practice. It was a great way to grow my then small practice.

As my patient base grew, copying and pasting was not so easy. In addition, text messaging became a more widely accepted form of communication. Specifically, 81% of cell phone users send or receive texts vs. 52% who send or receive email, according to the 2013 Pew Research Center’s Internet & American Life Project Spring Tracking Survey. But, texting also requires time. The good news? Communication systems are now available to send text messages for you, and they offer other helpful features.

OVERVIEW

Many of these communication systems allow for messages to be sent to notify patients when their glasses and contact lens orders are ready, and they can create, via templates, and deliver practice newsletters and birthday wishes, among other features.

My favorite feature of the system I use delivers post-appointment surveys, so I can accurately measure my practice’s performance. In addition, the technology posts survey answers to the Internet to increase practice visibility on Google, Yahoo, Yelp, HealthGrades and more. When all else fails, some systems even have a phone/voice component if you either don’t have a patient email/mobile device database or are concerned about emailing/texting your patients.

A NO-BRAINER

Considering many patients prefer to be contacted via text message and we value timesaving technology, we, as optometrists, should all be using these data-rich systems. OM

KEVIN GEE, O.D. practices in Houston and is an assistant clinical professor at the University of Houston College of Optometry. He is a Fellow of the American Academy of Optometry, an ABO Diplomate and an OCRT member. Also, he’s on Allergan’s advisory board and is a consultant for Solution Reach. Email him at drgee@geeeyecare.com, or visit tinyurl.com/OMcomment to comment.