As the COVID-19 pandemic swept the country, it has had a negative effect on our health, well-being, and the economy. Not only that, but it has also accelerated a transformation in virtually every industry from education to the world of healthcare.

The last few weeks have shown that we can change, and we can do it quickly. If businesses were able to move hundreds of thousands of employees from offices to work from home, then surely the healthcare industry can figure out how best to communicate with patients.

As the pandemic hastens the digitalization of work in every sector, now is the time to ask and listen to what patients want, and then find a way to give it to them.

Patients are confused and want to go digital

According to InstaMed’s Trends in Healthcare Payments Ninth Annual Report: 2018, healthcare’s number one blind spot is the consumer experience. The data from their report reveals a lot of what the current experience is:

  • 70% of patients are confused by medical bills
  • 71% of patients are confused by Explanation of Benefits (EOBs)

Though we are now living in a digital age, much of healthcare’s communications to consumers are still only available via paper. This disconnect is most prevalent in statements to consumers, that is through mailed paper statements – the same method used half a century ago. Even the content and layout of those statements have not changed much. According to the same report:

  • 90% of providers leverage paper and manual processes for collection
  • 41% of providers haven’t changed their patient statement in more than five years
  • Only 17% of patients receive medical bills electronically

This is in sharp contrast to what patients actually want:

  • 71% of patients want e-Statements from their providers
  • 81% of patients want an online estimation tool for provider visits
  • 86% of patients want to make all their healthcare payments in one place (online portals)

Much of the patient confusion comes from a general lack of communication between healthcare providers and patients. While patients want to talk about money for their healthcare, they are not usually aware of their responsibility until much later in their healthcare journey.

As other industries set higher standards for consumer expectations, the healthcare industry has a lot to catch up in making that digital connection with patients in terms of communication.

Consumers (aka patients in healthcare) have many choices on how they communicate

Today, consumers have tons of choices as to how they communicate with people and companies. These communication channels include mail, email, text messaging, website, phone, social media (Twitter, Instagram, Messenger, Snapchat, etc.), messaging apps like WhatsApp, and more. Consumers also want to be able to interact via the channels they prefer, whenever they choose — and that can change from time to time-based on their situation, changes in the communications marketplace and personal needs at any given time.

Adopting an omnichannel approach to patient communication with Mnet Health

Mnet can address the concerns mentioned through its omnichannel approach. With the use of technology, Mnet makes it easy for patients to select all the ways we can contact them. With an omnichannel approach, we can give patients consistent interactions among all channels and create a seamless experience personalized to every patient. All our communication methods are available to patients and are inter-connected.

The main difference between multi-channel and the omnichannel approach is the coordination and integration between channels.


Looking towards the future, healthcare organizations will increasingly establish their competitive advantage based on their ability to provide exceptional customer experiences. Those which can create an integrated, seamless and personalized experience to their patients will be poised to win patient loyalty