How WhatsApp can improve communication between practices in the healthcare sector

14.04.2023

4 Min. Lesedauer

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In a non-binding conversation, we'll show you how to use messenger communication in compliance with GDPR, automate processes and achieve measurably more revenue and efficiency with WhatsApp. Clear, practical and tailored to your company.

Leonie Cecilie Schlüter

marketing manager

Efficient communication between patients and practice staff is of great importance in the healthcare sector. WhatsApp can play an important role here in facilitating and improving exchanges. Many practices communicate primarily with their patients with time-consuming phone calls and are unsure how they can use WhatsApp without having to oppose the General Data Protection Regulation to violate (GDPR). In this blog article, we'll show you how using the WhatsApp Business API can simplify communication in the healthcare sector.

Challenges in patient communication

Communication in a practice is often a challenge. Several communication channels must be managed at the same time, such as telephone, e-mail and personal care for patients on site. A constantly busy telephone can have a negative impact on patients' experience and is also frustrating for staff. Email communication is often lengthy and response times are fast. Emails get lost quickly in patients' overflowing mailboxes, and it's hard to keep track of all communication. The proportion of working time spent by practices communicating with patients is often far too high. There are much better alternatives to using the limited human resources of practices than in continuous phone calls with patients.

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WhatsApp is widely used — but the standard version is not GDPR-compliant for practices

Most people now prefer to communicate via WhatsApp. In Germany, more than 60 million citizens use Messenger several times a day. However, the use of WhatsApp in patient communication is subject to certain guidelines and requirements of GDPR. Using the classic WhatsApp or the WhatsApp Business app is not recommended in view of the applicable guidelines. Both options access the address and metadata of the saved contacts and are therefore not GDPR compliant. In addition, they cannot be optimally cared for by multiple users or devices, which can lead to chaos in communication with patients.

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WhatsApp Business API as an alternative

The only alternative is to use the WhatsApp Business API, which offers advanced and GDPR-compliant messenger features. Hellomateo is a software that bundles relevant communication channels such as WhatsApp, SMS and e-mail in a universal inbox and thus enables efficient and individual care for patients. Message templates ensure highly efficient processing of inquiries. Even fully automated chats on simple topics, such as booking an appointment, can be implemented. As a result, the limited human resources of practices in the health sector can be spared. With the WhatsApp API connection From a technical point of view, there are no limits to the number of users and devices per account from hellomateo. We make sure that every one of your employees has access to WhatsApp, should you wish. With solutions such as hellomateo, it is also possible to connect multiple phone numbers to the WhatsApp API. Even yours Existing landline number! This ensures fast and efficient processing of incoming inquiries. Different locations and mailboxes can also be managed.

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Keep your patients informed with the WhatsApp newsletter

Appointment reminders: Practices in the health sector can WhatsApp newsletter use to remind patients of upcoming appointments. With a timely reminder, more patients can make their appointment. This makes efficient use of doctors' working hours and increases the chance of follow-up appointments.

Health tips and recommendations: You can also use WhatsApp to educate patients about health issues related to your specialization.

Sending important information: Does your practice want to enjoy a well-earned vacation? Is a doctor absent due to illness? Or do renovation measures have to be carried out? Send important information to your patients with just a few clicks. As a result, your patients stay informed and you massively reduce communication costs.

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Collect more online reviews

Positive reviews are of great importance in the medical sector to win and maintain patients' trust. However, many practices don't have efficient processes for reminding happy patients to leave a review on Google. Dissatisfied patients, on the other hand, often express themselves in negative online reviews. With hellomateo, automated messages can be sent to patients to remind them to submit a review and thus improve the practice's online reputation.

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Experience report from the Dokos veterinary practice

The Dokos veterinary practice uses hellomateo to offer patients easy contact options, automate processes and make everyday work easier for employees. Thanks to hellomateo, the WhatsApp contact channel can now be used simultaneously by the reception and the treating doctor. The integrated comment and assignment function allows a smooth flow of information. Automatic response messages make it possible to process a considerable proportion of incoming appointment requests automatically. For patients, the veterinary practice is easier via the web widget integrated on the website and can be reached via a variety of channels. Thanks to the hellomateo mobile app, incoming messages can be answered quickly and reliably via smartphone, even when deployed in the field.

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Efficient communication with patients via WhatsApp API and hellomateo

We at hellomateo are your messaging experts when it comes to patient communication. Dozens of practices in the healthcare sector are already using hellomateo and are enthusiastic. Our customers particularly appreciate the following benefits of hellomateo:

Auflistung der Vorteile der WhatsApp Business Platform

‍Central user interface: hellomateo combines WhatsApp Business Platform, email, Instagram, SMS and Facebook Messenger in one central inbox. The intuitive user interface includes various tools for efficient customer communication and saves you valuable working time.
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integrations: With hellomateo, you can use WhatsApp in integrate over 6,000 software programs and fully automated Customer trips create with invitations, order confirmations, shipping information, invoices, and reminders.
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Newsletter marketing: Send GDPR-compliant Newsletter via WhatsApp or SMS and benefit from opening rates of over 95%.‍
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Assessment management: hellomateo can Automatically request online reviews from your customers, which boosts your Google ranking and trust in your company.
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‍Data protection: hellomateo meets all German and European Data protection requirements and offers end-to-end encryption for secure customer communication.
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scalability: Our software is suitable for Businesses of all sizes and can be extended indefinitely depending on the package.‍
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‍Diverse AI features: Our AI agent can automatically answer customer inquiries in chat, answer calls, help with the formulation of messages and much more.
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Arrange a non-binding and free consultation and we'll show you how hellomateo covers your communication needs! Simply book an appointment here or write to us via our web widget.

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About the author

Leonie Cecilie Schlüter

marketing manager

Leonie Cecilie Schlüter is a marketing manager at hellomateo, comes from near Husum and is therefore one of the few northern lights on our team. She studied and worked in London for many years and worked in various industries. In addition to companies in the fashion, pharmaceutical, design and events sectors, she has also worked in a social media agency. Leonie is therefore not only familiar with the industries of many hellomateo customers, but also with the usual challenges faced by SMEs in the marketing sector. At hellomateo, she is responsible for planning trade fairs, social media and branding.