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Patient Communication

It Means More Than You Think

"Thank you so much for getting back to me so quickly! This is by far the best communication I've had with someone in healthcare." This is a quote from a patient I evaluated for a lumbar disc herniation. She messaged me three times over three days with follow-up questions. My responses took no more than 60 seconds each. She was relieved and genuinely thankful to hear from me. Do I think this played a role in her excellent outcome?

Absolutely.

One of the most powerful ways to create patients for life isn’t through marketing gimmicks or flashy ads—it’s through exceptional communication.

Patients who feel connected, informed, and supported are far more likely to stay engaged, complete their plan of care, and return if future needs arise. Strong communication doesn’t start and stop at the front desk—it should be woven throughout every stage of the patient journey:

• Before care: Set clear expectations. Share what the first visit will look like, how long the visit will take, and how you’ll guide them through the process.
• During care: Maintain ongoing dialogue. Validate progress, set milestones, establish patient specific automated electronic touchpoints, direct message them, and help patients understand why their participation matters.
• After care: Follow up. A simple message checking on progress or offering a maintenance plan keeps patients connected and reminds them you’re still part of their health team.
• Ongoing: Review your onboarding process. Identify ways you can improve your communication. Consider creating a triage method to pinpoint those patients who need closer monitoring.

Thoughtful communication builds trust—and trust keeps patients in your care network, leading to stronger outcomes and lasting relationships.

Small touchpoints can make a big difference.

If you're looking to grow your patients-for-life list, this should be your new standard. Small, timely touchpoints don't just provide answers—they turn a good experience into a great one.

You have more knowledge than you may believe. Share it with those who need it most. It won't take you long, and it will mean so much to the patient receiving your message.

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All My Best,

Ryan