Summary
Healthcare organizations (HCOs) underutilize notifications compared with their counterparts in other industries like banking. HCOs can use notifications to improve customer experience, lower operating costs, increase revenue, and help nudge patients to change their behavior to improve outcomes. Providers should start by utilizing mobile messages to support account services: The execution risk is low, and the near-term benefits of improving patient experience are high. Providers should use secure messaging to support existing patients’ needs; address quick requests, such as medication refills amid shelter-in-place orders; and share information about available COVID-19 resources.
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