10 Questions To Ask Yourself About Patient Outreach
5 Sep, 2017

The key to successful patient outreach campaign is to really understand your audience. Take the time to do some research, put a roadmap together, and plan how to execute this campaign to gain the best possible results. We’ve put a list of questions together to help get you started on piecing that plan together. Below you will find a list of 10 questions that you and/or your team should ask yourself to get the planning process started.

  1. Who is your audience? 
    • What are the main demographics of people you are trying to talk to with this campaign
  2. What is most important to them 
    • What information is relevant to the patient, and why should they interact with you?
  3. Do they understand your vocabulary?
    • The use of medical terms can be hard to understand and intimidating. How can you make your message as simple and easy to understand as possible?
  4. How to talk to both patients and caregivers? 
    • In further breaking down question 1, understand if you need to talk to the patient directly or if the information you have better suited to be presented to the patient’s caregiver is important to delivering your message.
  5. Does your customer understand their financial responsibility for their equipment? 
    • How can you help your patients better understand what they are financially responsible for?
    • Set better expectations by explaining the billing process and be open and available for any questions they may have.
  6. How do they troubleshoot their equipment?
    • What is a patient or caregiver to do if they have issues with their equipment?
    • Give them a list of basic troubleshooting ideas, if that doesn’t work give them the ability to contact you.  You can either guide them to fix the problem or have a technician take care of it.
  7. What happens in an emergency? 
    • Have and implement clear and concise instructions on how to handle any emergency situations.
  8. Are you able to connect them with support program/group? 
    • Each of your patients has many different needs associated with their medical equipment. You may not be able to provide all of the answers. Research and recommend some support programs/groups that will help them transition into their new lifestyle and find the help and support they need.
  9. What do they need to understand clinically to be successful with their equipment? 
    • The patient should have an understanding of what they need to do to be a good patient… for example, a diabetic person needs to be aware of sugar intake… a sleep patient needs to reorder parts of their mask… an incontinence patient needs to mention any leaks or discomfort to prevent embarrassing moments and/or sores
  10. Is your whole staff comfortable, professional, and effective in communicating with patients?
    • Does your staff know how to communicate with your patients?
    • Can they answer basics equipment questions that patients might have?
    • If they don’t have the answers, do they understand the proper procedure to get the patient the correct answer?

To get the right answers you have to ask the right questions. The 10 used in this post are just examples. Brainstorm with your team and try to think of few questions to which the answers can help you better connect and service your patients. 

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