Phone Tag is Sabotaging Patient Retention—Here’s How To Stop It


Automation has changed how patients interact with Healthcare—we’re dropping patient no-shows, closing gaps in care, obtaining patient feedback, and even collecting mobile patient payments all through innovation and automation.

Yet phone tag still infuriates patients and sends them looking for better alternatives. Because while clinical conversations may be best held over the phone, funneling patients through the phone tree, hold times, and voicemail for last-minute appointment conflicts or questions about parking breeds frustration and often results in patients that simply give up trying to connect.

Patients prefer to communicate via text. It’s that simple.

Thanks to organizations like Amazon, Netflix, and Lyft, patients expect access and immediacy—and in an industry known for innovative breakthroughs and advanced technology, it seems wild that Healthcare hasn’t solved this one yet.

No Phone TagAutomation has bridged some of healthcare’s biggest gaps by reaching patients with critical messages for managing their health, it’s time to complement automation with a strategy for holding one-on-one conversations with patients as well. Providers and healthcare organizations need a way for patients to initiate a conversation with their healthcare providers quickly and easily–and get a helpful response. This is why Relatient created Messenger.

Now you can engage with your patients using the mode of communication they prefer most. And really—you’ll prefer it too. Because our 2-way chat capability through Messenger means: 

  • You can initiate a 1-on-1 conversation with a patient
  • Patients can initiate a 1-on-1 conversation with your staff by responding to a previous text message or by saving the number in their contacts
  • The system can recognize and identify an incoming patient message by the phone number
  • You can automate out-of-office messaging
  • Your team can share responsibility for responding to patient messaging, even across different locations
  • You’ll get an e-mail notification if a patient message goes without a reply for longer than 10 minutes

Now your patients won’t mistake your outreach for a robocall or phone scam and you can give patients the kind of accessibility and immediacy they’ve come to expect. Gone are the days of chasing down patients to answer simple questions; save phone calls for clinical conversations when tone and demeanor can make a significant difference in the outcome of a patient’s day. 

End the phone tag & retain more patients.