In the healthcare industry, customised patient communication is essential to providing high-quality patient care. It is the cornerstone of building patient trust, increasing patient satisfaction, and improving patient outcomes. With the rise of patient-centric care and the increasing demand for engagement, healthcare providers are expected to deliver a unique, patient-centred experience. This blog post will explore the importance of an individualised connection between a patient and their healthcare providers, and its benefits.


What is Personalised Patient Communication?

Personalised patient communication is the process of customising communication to the unique needs and preferences of each patient. It involves understanding the patient’s individual needs, preferences, and concerns, and using that information to communicate in a way that is clear, effective, and empathetic. Personalised patient communication can take many forms, including face-to-face interactions, phone calls, emails, and other forms of digital communication.


Why is it Important to Customise Patient Communication?

Building Patient Trust
Effective communication is critical in building patient trust. Patients who feel heard, understood, and valued are more likely to trust their healthcare providers and be more engaged in their care. In contrast, patients who feel that their concerns are not being addressed or that they are not being listened to are more likely to be dissatisfied with their care and less likely to follow through with recommended treatments.

Increased Patient Satisfaction
Personalised patient communication can lead to increased patient satisfaction. Patients who feel that their healthcare providers are taking the time to listen to their concerns, explain their conditions and treatments, and involve them in decision-making are more likely to be satisfied with their care. Patients who received personalised explanations regarding medication side effects gave significantly higher ratings of satisfaction with the explanation (Berry et al., 2003). This can result in improved patient retention and referrals, which can benefit healthcare providers financially.

Improved Patient Outcomes
Communication that is customised to an individual can also lead to improved outcomes. When healthcare providers take the time to understand their patients’ individual needs and preferences, they can tailor their care plans to meet those needs. This can result in improved treatment adherence, better management of chronic conditions, and reduced healthcare costs. By increasing engagement, patients often feel empowered to take an active role in their healthcare journey. When patients feel involved in their care, they are more likely to be invested in their health outcomes.

Reduced Healthcare Costs
When healthcare providers communicate with patients in a way that is tailored to their individual needs, patients are more likely to understand their treatment plan and follow it as recommended. This can lead to better health outcomes and lower healthcare costs over time. Customised patient communication can also help healthcare providers identify patients who may not need certain tests or procedures, reducing the likelihood of unnecessary healthcare spending. Healthcare providers are also able to identify patients who are at higher risk for certain conditions or complications, allowing them to allocate resources more efficiently and effectively.


Effective Ways to Personalise Patient Communication

Personalised patient communication can be implemented in several ways, and here are some strategies that healthcare practices can adopt:

  1. Collect Patient Information: Practices can collect demographic and health information from patients during the registration process. This data can then be used to segment patients into groups based on their age, health status, medical history, and other factors. This information can help healthcare providers tailor communication to meet the needs of each patient.
  2. Train Staff: Healthcare providers and staff can be trained to communicate effectively with patients. This includes active listening, asking open-ended questions, and empathising with patients. When patients feel that their healthcare provider is listening and cares about their needs, they are likely to become more active in achieving their healthcare goals.
  3. Use Patient Portals: Many healthcare practices have patient portals, which are secure online platforms that allow patients to access their health information, test results, and communicate with their healthcare providers. Practices can use patient portals to send personalised messages to patients based on their health status, appointment reminders, and educational resources.
  4. Leverage Technology: Technology can be used to automate personalised patient communication, such as appointment reminders, medication reminders, and health education. For example, practices can use automated text messaging or email campaigns to send reminders to patients who have missed appointments or to provide follow-up care instructions after a visit.

In order to level up your practice’s patient communication in a more personalised way, GoodX Software is able to provide you with the necessary technology to do so. Personalised SMSs, Emails or reminders can be set up and sent automatically in just a few clicks. Visit, or call one of our representatives today to find out more about how we can bring your practice into the future.

Berry, D. C., Michas, I. C., & Bersellini, E. (2003, January). Communicating Information About Medication: The Benefits of Making it Personal. Psychology & Health, 18(1), 127–139.