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How 2020 Has Redefined Patient Journeys

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Jessica Shaw

What Is Patient Engagement?

Patient engagement is defined as, “a concept that combines patient knowledge with provider interventions designed to increase activation and promote positive patient behavior”. While engagement in healthcare includes standard appointment reminders, phone calls, targeted emails and other traditional methods of communication, now it has evolved to entail so many other contributing factors that determine patient satisfaction such as fast and easy self scheduling, participating in alternative methods of care or personally managing medical bills through electronic forms of payment (E-Statements). With all of these options available, the patient experience has truly become interactive rather than just informative as it continues to be heavily influenced by patient preferences and driven by societal expectations.  

Why Is Engagement Important? 

All forms of patient engagement are driven by patient behaviors and are adaptive to trends within the healthcare industry. For example, the pandemic has caused panic and confusion, so with patients less likely to schedule visits and more likely to stay at home, providers have had to implement virtual care technologies that accommodate these fears as well as encourage patients’ remote accessibility to treatment outside of conventional appointment settings. Click here to learn more about the different benefits of telehealth for therapy providers. 

With that said, patient engagement not only offers patients flexible functionality, better availability and more affordability but it also encourages shared decision making, which results in a collaborative relationship between patients and providers. Additionally, these benefits lead to reduced no shows, increased clinic profitability and improved patient retention rates. 

Patient Portal 

The patient intake process initially begins with our patient portal, an online dashboard that gives patients the ability to update medical history, fill out demographic information, send messages and completed forms as well as upload important documentation like insurance memberships, credit cards and other identification materials. By securing all this data in one place, providers have easy access to their patients’ health information (PHI) and are able to consecutively streamline both patient engagement as well as patient management.

Self Check-In Kiosk 

In addition to the patient portal, Raintree’s self check-in kiosk allows patients to check in for appointments, sign or complete any forms and even make payments all from a mobile device rather than primarily having to sign a stack of paperwork. However, most importantly, it limits patients' interaction with the front desk, reducing the risk of exposure and proactively ensuring the health of your business. With increased patient flexibility and more operational efficiencies, providers will save time and money while also gaining clinic availability. 

The Power Of Connect

Along with standalone telehealth, Connect serves as a virtual communication hub for patients, providers, referral sources and payors. Our proven collection of efficiency tools and patient engagement features, including secure messaging, referral tracking and availability management, are all built to help foster patient/provider relationships as well as support remote workforce continuity. Similarly, our advanced relationship management (ARM) dashboard allows you to build and create campaigns, add patient profiles in addition to setting up communication narratives in real time or through our engagement scheduling coordinator. Whether it be appointment reminders, global health alerts, NPS surveys, payment plan notices or clinical email messages, our technology enabled solutions are equipped to promote continuity of communication and care.


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