Healthcare Digital Communication & Patient Experience: Improve Patient Experience & Satisfaction

Telehealth and in-person visits now serve the same patients, but many teams still run separate communication workflows for each channel. This creates different messages, timing and instructions for the same person. The operational shift is to manage pre-visit, day-of and follow-up communication from a single, channel-agnostic workflow. Front desk, nursing and virtual visit teams use the same playbook so patients get a consistent experience whether they walk in or log on.

• Patients stop calling to confirm basic details when instructions match across telehealth and on-site visits.
• Staff spend less time correcting conflicting messages between portals, texts and front-desk handouts.
• No-show and late-arrival reasons become clearer when reminders and directions follow one pattern.
• Escalations about “mixed messages” drop when every channel uses the same approved scripts.

Teams stop building separate communication plans for virtual and in-person visits. Instead, they define one standard sequence for reminders, prep instructions, directions and follow-up, then specify small variations by channel only where needed. Scheduling, call center and telehealth staff reference the same script library for patient-facing language. Waiting-room displays echo the same key points patients already saw in text or portal messages. When a change is needed, such as updated arrival timing or check-in steps, one owner updates the shared workflow so all channels reflect the change the same day.

This week, pick one common visit type and draft a single shared script, timing schedule that covers both telehealth, and in-person versions.

• Identify the top visit type that currently has different instructions across telehealth and on-site care.
• List all messages patients receive for that visit across text, portal, phone and waiting-room displays.
• Draft one consolidated script and timing sequence that works for both telehealth and in-person formats.
• Assign an owner to maintain this shared workflow and communicate the change to all frontline teams.