WOODLANDS

In 1947, Woodlands began as a tertiary care unit. And today, they've grown much larger
to become a multispecialty hospital. Over the years, their global quality of treatment has
enabled them to become the hospital of trust for patients not only of Kolkata and eastern
India, but also of neighbouring countries. Ever since its inception, Woodlands Hospital
have nursed a dream of becoming one of the leading healthcare provider of free India by
providing global standards with advanced technology. It is also a NABH (National
accreditation board for hospitals and healthcare providers) accredited hospital.
CUSTOMER CENTRIC STRATEGIES

360 degree CRM solution to increase patient engagement: By integrating data and
technology onto a centralized CRM platform, one will be able to put members at the center of
each interaction and coordinate communications across different teams. With a 360-degree
member view, one can proactively monitor and communicate with its high-risk members to
get them the support they need, such as ensuring adherence to medication plans and helping
with prescription refills.

Access to information like appointment history, medications, communication preferences and

social determinants — housing, employment, etc. — can help medical professionals at every
stage of patient care provide customized support.

Using social media channels to proactively engage with communities in conversations about
COVID-19: Many are turning to social media channels like Facebook and Twitter to proactively
engage with communities in conversations about COVID-19. So woodlands can also do the same.
Social media teams identify the relevant conversations happening at a high level with actionable
insights and then use pre-approved messaging and resources to respond to the right audiences by
region and demographic. As a result, healthcare organizations can cut through the flood of posts to
identify what’s top of mind, quickly responding to hot topics and correcting misleading or false
information

Setting up a COVID-19 call center to answer numerous inquiries:

The influx of COVID-19-related inquiries has not only increased call volume up to 20 times the
normal average, but the nature of the inquiries has also changed. Today, people call wanting to
know, “How do I know if I have the virus?” “How can I safely buy food?”  Integrating a call center
with the CRM creates an optimized engagement center platform that supports personalized
communications and relationship-building across channels. Engagement centers may also be
integrated with a marketing automation tool to follow-up on call center discussions, further enabling
a seamless cross-channel patient journey.

Early detection system could be launched:

Faced with a need to rapidly identify, educate and screen its high-risk patient population for COVID-
19, Woodlands can combine the Salesforce’s CRM with its proprietary technology and analytics
platform to establish a COVID-19 response instance within hours.

Offering Telehealth and homecare services

Perhaps more than any industry, healthcare has been dramatically affected by the COVID-19
pandemic. The healthcare providers have had to pivot to change their approaches to managing,
communicating with and treating patients. Telehealth has long been touted as the future of
healthcare, but the pandemic has pushed it to the forefront. The seismic shift will stick around after
the pandemic as customers experience the convenience of being able to visit their doctor from the
comfort of their own home. 

Setting up a separate digital health platform for updating customers regarding the vaccination:

So in this Covid environment Woodlands basically needs a system that will do the heavy lifting for
the team without having the team spending time sending emails or making calls to patients about
the COVID-19 testing and vaccine distribution efforts. A digital health platform allows one to share
information like this to healthcare consumers using various channels such as email, phone, text and
in-app notifications and messaging. One can do this entirely automated so that one doesn’t have to
worry about dedicating more time and money into something one doesn’t have the energy for,
literally. Automated communications to patients could include messaging about awareness of
vaccine availability and scheduling, appointment reminder messages for dose 1 and dose 2 of the
COVID vaccine, vaccine education/FAQ’s and follow-up after the vaccine administration to check on
possible adverse reactions. 

Keep messaging consistent with the help of multi-channel campaigns

So when one spreads the word about their vaccination efforts, then uniform information should be
shared on multiple platforms including the official website, social media, email newsletters, in-app
messages, text, phone calls and even print letters, in addition to a message track for the staff to
communicate to patients verbally. Include ads that direct patients straight to your website with
more information. Your consistency will not only win you loyalty points with your current patients,
but your transparency and efficiency will help you win new ones, too.