In the healthcare industry, the patient experience is paramount, and communication plays a critical role in ensuring that patients feel valued and well-informed. In this episode of “Dash Talk”, host Gabrielle Bejereno talks with Tony Carraro, the Senior Director of Clinical Operations and Access at the University of Louisville Health. Tony shares his insights on how University of Louisville Health has been leveraging advanced communication strategies to improve patient access and care.

The Shift to Electronic Communication:

Tony Carraro highlights the significant shift from traditional communication methods, such as letters and appointment cards, to more modern, electronic methods. This transition is not just about keeping up with technology but also about meeting patients' growing expectations for convenient communication with their healthcare providers.

Emergency Communication Tactics:

One of the critical aspects of University of Louisville Health's communication strategy that Tony discusses, is their approach to emergency situations. He recounts how they use broadcast messaging to reach out to patients during emergency events such as snowstorms. This method allows them to disseminate important information quickly and efficiently, ensuring that patients are not left in the dark when unexpected situations arise.

Patient Feedback and Communication Balance:

Feedback from patients has been overwhelmingly positive, with many appreciating the timely and informative messages. Tony also acknowledges the fine line between being informative and overwhelming patients with too much communication. Striking the right balance is key, and patient feedback has been instrumental in finding that sweet spot.

Advice for Healthcare Communications:

For healthcare organizations looking to improve their communication strategies, Tony advises starting small and focusing on the core messages that need to be conveyed. Building a solid framework and gradually expanding communication tools is essential for success. He emphasizes that communication is a crucial component of patient access, as it ensures that patients are reminded of their appointments and are well-informed about their care.

As University of Louisville Health continues to innovate in this area, other healthcare providers can learn from their successes and challenges. By embracing technology and listening to patient feedback, healthcare organizations can significantly improve the way they interact with patients, leading to better care and higher patient satisfaction.