Why Health Care Companies Struggle To Scale (And How To Fix It)

In health care, change can be challenging. If you’ve ever attempted to drive innovation in the health care industry, you’ve most likely experienced the pushback that comes with this type of transition.

For health providers and clinicians, the competing opinions, tips, and programs can be overwhelming and confusing. Sometimes it can make it even harder for medical professionals to do what they do best—help patients live healthier lives.

Adding salt to the wound, internal fragmentation, too many voices at the table and outdated legacy technology results in even the smallest change feel like trying to turn a gigantic ship.

Care teams cobble together tools like spreadsheets, EMRs, or CRMs intended for sales, not health, to try to engage patients and foster relationships. As a result, they end up switching between multiple tools, spreadsheets, and communication platforms, making it far to easy for patients to slip through the cracks.

Fortunately, it doesn’t have to be this way. In our work with digital health and health care organizations, we have pinpointed common pitfalls they face in managing patient relationships (and how to avoid them).

They design inefficient workflows

Patients, especially those with chronic disease, benefit from self-management; however, they need their care team to step in at pivotal points in their journey to ensure their success.

Care teams that have to use disparate tools to engage with patients struggle to know what these pivotal points are in the care plan or where patients are in their journey.

For instance, staff may find it difficult to track previous interactions with patients. They have to manually enter data and dig through email or messages to find the last conversation. They spend far too much time searching for the right information instead of engaging with their patients. This results in costly staffing challenges so health care organizations can meet the needs of all their patients.

The solution is thoughtful care plan design that maps out the patient journey and highlights important moments so coaches and care teams can reach out to patients at the right time. All communication should be housed in one platform that can track multiple forms of communication such as messaging, chat, phone calls, and email. Lower staff to patient ratios will be necessary because they’ll be able to quickly and efficiently engage with patients helping growth companies scale to meet the needs of large populations.

Patients slip through the cracks

In the midst of switching between tools and searching for the last conversation, patients may slip through the cracks.

Because relationship management often must happen manually in these scenarios, care managers struggle to track which patients may benefit from a message or reminder. They may also miss patients who need different engagement methods. For instance, one patient may not respond well to email messages and may need a phone call.

As a result, patients may not have the support they need to follow their care plan. Patient satisfaction may suffer, leading them to switch providers to find a better patient experience. Or worse, they may not achieve the health outcomes they set out to reach affecting their quality of life and overall wellness.

To stop patients from slipping through the cracks, care teams need a streamlined solution for patient engagement that helps ensure patients follow a care plan from beginning to end. Staff can better track patient progress and find personalized ways to engage at-risk patients.

They don’t know where patient drop-off is happening

Currently, health care and digital health organizations often don’t know where patient drop-off happens because they have limited tracking available to them. If care teams don’t know where or which patients are slipping through the cracks, they don’t what to fix in their care plans to help patients successfully meet their health goals.

Care teams need better patient relationship data and insights so they can pinpoint friction in the patient journey and adjust the care plan accordingly. The right data will help digital health companies stay agile and make changes quickly so they can continue to focus on growth.

Say goodbye to inefficient and costly processes

Create streamlined care plans that keep patients engaged and help you reach more patients in less time.

Request a call with a care plan strategist to discover how.

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