4-step marketing plan
Ideally, you want eConsult to become the ‘New Normal’ for both the practice and your patients.
Changes to make a ‘digital-first model of care’ the new normal for Primary Care need to be backed up by a change in the behaviour of patients. We have put together the following marketing guides to help you explain to patients how to use eConsult, promote the key benefits and answer FAQs. While patients have less choice now, it will be beneficial to practices to receive requests as eConsultations rather than telephone calls. The increased information allows for a more accurate triage, with practices reporting remote closure of up to 90%.
Digital marketing
Due to social distancing, and keeping patients out of the practice where possible, the channels you use to promote eConsult to patients are also changing. You want to be sending content to patients at home, not when they arrive in the practice. The below techniques are quick and easy, and allow you to reach a large proportion of your patients at home.
Your practice website
Your website will now be the front door to your practice, even if patients are looking for the phone number. Ensure eConsult front and centre, on every relevant page.
Text messaging
Text messaging can be an incredibly effective way of reaching all your patients with information and link of where to start an eConsult. Download our pre-written messages.
Send a text message to your patient population:
“Due to Coronavirus, help protect patients and our staff by using our new online services called eConsult available 24:7, via our website [www.website.co.uk] and click on the eConsult banner. eConsult is a service for patients wanting to contact the GP and you will get a response within 24 hours. Avoid calling the practice as our phone lines are busy. Simply use eConsult and avoid the queue. Thank you. [Practice name].”
Answer phone message
With the walk-in option closed, many patients will immediately revert to telephone. Change your answer phone message so patients are directed to eConsult while they are in the queue.
Social Media
Social Media can be a great way to market rich content like videos and guides to a wide audience.