Medallia’s guide to improving quality patient engagement emphasizes using technology-driven, two-way communication to build trust and deliver timely support. With 60% of patients wanting more tech-enabled care, SMS is now preferred over phone calls. The guide recommends engaging patients on their terms, ensuring they feel heard through real-time feedback channels, and prioritizing service recovery by responding quickly to concerns. These strategies not only enhance patient satisfaction but also reduce readmissions and improve outcomes by embedding feedback into care workflows and fostering proactive, personalized interactions.

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