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Business & Profession Practice Management

Patient Engagement in the Digital Age

At a Glance

  • Younger patients rely on practices that use digital tools, so they can schedule appointments or access medical records online; older generations value human interactions
  • 24/7 instant access to information is important for practices that wish to attract a younger patient population
  • Promoting digital tools across social media platforms has become standard for successful, modern ophthalmic practices
  • Different generations tend to suffer from different eye issues, and have different expectations with regards to treatment options
  • Finding and applying novel methods of patient engagement is part of building a prosperous practice.

Most of the differences we see among the various generations of patients relate to engagement expectations. Many of our younger patients look for convenience and digital tools. They want everything to be online: from scheduling appointments, accessing medical records, requesting prescriptions or contact lens refills, acquiring appointment summaries and itemized medical bills. When such information is easy to access, they’re highly engaged with our staff and their eye health. Older generations, on the other hand, prefer to pick up the phone and speak with our staff. Patients of all ages do use our online appointment scheduling option, but our older patients tend to prefer live communication for other types of questions.

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About the Author

Jennifer Stambook

Jennifer Stambook is Corporate Controller, Empire Eye & Laser Center, USA.

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