Don’t Let A Patient Engagement Focus Alienate Your Patients

For pharmacies across the board, patient engagement awareness is at an all-time high. We want our patients to be healthy, compliant and informed. We want to connect with them. Rewards are offered, text messaging is urged, and many compliance and reminder calls are made. There is a fine line between trying to engage our patients and alienating them, though. Too little communication leaves them disengaged and frankly… not loyal to your pharmacy. Too much correspondence will send them running to your competitor. The key is finding the right balance.

Too Many Phone Calls

Calling our patients is important. Just how many calls are being placed, though? In a typical work week, we place adherence, therapy alternatives, reminder and other various calls. It might not sound like much on the surface. When we dig down deep, we might find that many of our patients are receiving calls almost every day. If there are multiple prescriptions sitting in your waiting bin for a family, they could potentially be fielding multiple phone calls in a given day. This is overwhelming and really just too much. 

Solutions

Yes, many of the calls placed each day are mandated by corporate. If the calls aren’t placed, you could be looking at decreased scores and even corrective action. This doesn’t have to just leave our hands tied. Look for steps that can be taken to alleviate some of the stress that this could be causing for our patients. If your company allows people to opt out of phone calls, help them do so. Offer to make that call on their behalf when you have time. For patients that repeatedly express frustration, notate their profile to show that they do not like so many calls. Even try to sync up their refills. This could eliminate some of the calls that they might receive if they have something filled each day. 

The bottom line is that with patients being our focus, we can’t take engagement tactics too far. Too many phone calls will just leave patients feeling pestered and ready to jump ship. Take a step back and make sure your team isn’t going overboard.

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