Senior Citizen Patient

A Patient Nightmare: Pre-recorded Systems and Robocalls

In the United States of America, using some technologies in the healthcare system has become a nightmare for senior citizens. Automated calls, ineffective text messages, and interactive voice response systems have taken over the traditional methods of communication, causing confusion for seniors. The result is an impersonal and ineffective healthcare experience, and patient engagement and often leaves seniors feeling neglected.

Automated Calls:

Automated calls are a common way for healthcare providers to reduce communication costs. However, these calls can be difficult for seniors to understand, especially if they need to become more technology friendly. For example, seniors may receive calls that are difficult to decipher, with robotic voices speaking in a monotone. Additionally, these calls are not customized to the patient’s language other than English and can’t answer patients’ questions. These calls require seniors to navigate complex menus, which can be overwhelming, especially for those with hearing or visual impairments.

In addition, automated calls are often used to deliver critical information, such as test results or appointment reminders, which are critical to a senior’s health. However, if the senior cannot understand the message, the information is lost, leading to missed appointments and poor patient engagement or delays in health decisions.

Text Messages:

Text messages have also become a standard method of communication between providers and patients. However, many seniors need to become familiar with this technology or may not have a smartphone, making it difficult to respond. Furthermore, the small screen size and abbreviated language used in text messages can be difficult for seniors to read results poor patient engagement.

Interactive Voice Response Systems:

Interactive voice response (IVR) systems are another mode of communication. These systems use pre-recorded voice messages and touch-tone menus to guide the caller through the system. However, the pre-recorded messages are difficult to understand, and the touch-tone menus can be confusing, especially for seniors.

In addition, interactive voice response systems are often used to schedule appointments or request prescription refills, which can be critical to a senior’s health. However, if the senior is unable to navigate the system, they may be unable to receive the care they need. This can result in missed appointments, poor patient engagement, or incorrect diagnoses, leading to further health complications.

Providers should be aware of the difficulties that seniors face and provide alternative communication methods, such as in-person appointments or live phone calls. Additionally, healthcare providers should invest in multilingual human interaction that do patient engagement with a high degree of empathy. Results in higher patient retention. 

the Saffron Solution HIPAA-certified team offers affordable options that balance cost, privacy, and high-impact engagement using multilingual staff.

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