The Secret Sauce: Techniques for Effective Healthcare Messaging

Want to make healthcare communication genuinely impactful? Here are five golden rules:

1. Keep It Simple

•  Rewrite medical instructions in everyday language: Instead of saying “administer 500mg of paracetamol BID for pyrexia,” say “Take one paracetamol tablet (500mg) twice a day if you have a fever.”
• Use visual aids: A simple chart showing which medications to take in the morning, afternoon, or night can prevent errors.
•  Create short explainer videos: A 30-second video explaining how to prepare for an MRI scan or what to expect during a blood test can reduce patient anxiety.

2. Be Empathetic

• Train staff to acknowledge patient emotions: Instead of a receptionist saying “You’ll have to wait,” they can say, “I understand waiting can be frustrating, but the doctor is finishing up with another patient. We’ll call you as soon as possible.”
• Use friendly and reassuring language in messages: Instead of “Your test results are available,” say, “Your test results are ready. Let’s review them together to ensure you get the best care.”
• Offer small comforts: Simple touches like a water station in the waiting area or a quiet corner for anxious patients can go a long way in improving their experience.

3. Consistency is Key

• Ensure all staff give the same instructions: Whether it’s the receptionist, nurse, or doctor, make sure everyone explains hospital policies (like discharge procedures or appointment scheduling) the same way.
•  Standardize website, email, and printed materials: If your website says “Arrive 15 minutes early for your appointment,” your appointment reminder texts and front desk staff should say the same.
•  Use a simple script for common patient interactions: Receptionists and nurses can use a standard response when answering FAQs, like “Yes, we offer teleconsultations. You can book one through our app or call us at this number.”

4. Encourage Two-Way Communication

•  Add a “Questions?” Section to Patient Handouts: At the end of discharge instructions, add a line like “Not sure about your medications? Call us at this number!”
•  Offer quick feedback options: A tablet or QR code at reception for patients to leave feedback on their visit can help improve services.
•  Allow for open-ended questions: Doctors can ask, “Do you have any questions about your treatment?” instead of just, “Do you understand?” so patients feel comfortable speaking up.

5. Use Technology Smartly

•  Use automated appointment reminders: A simple SMS or WhatsApp message saying “Reminder: Your appointment is tomorrow at 10 AM. Reply ‘1’ to confirm or ‘2’ to reschedule.” reduces no-shows.
•  Have a basic chatbot on the website: Even a simple FAQ bot answering “What are your consultation hours?” or “How do I book an appointment?” can save patients time.
• Enable online access to lab results: Instead of making patients call or visit, send a secure link to their results with a note: “Your test results are ready. Click here to view them securely.”
•  Offer teleconsultation options for minor follow-ups: Instead of requiring patients to come in for a routine check-up, a quick video call can save time and improve accessibility.