16th September, 2024
When it comes to healthcare communication between doctors and patients in a digitally saturated world, phone calls continue to play a critical role and offer that very special touch. Despite advancements in telemedicine and digital health platforms, the healthcare industry and healthcare providers are the last to adopt the technological advancements of digitalization. Hence, in urgent cases, direct phone communication is still the preferred method for doctors when contacting patients. This preference is rooted in several practical, cultural, and logistical factors, making phone calls indispensable to patient care despite the digital surge that offers 24/7 connectivity.
Phone calls in healthcare settings offer practical advantages over many forms of communication we now take for granted. They provide immediacy and directness, which can be crucial in medical situations. For example, post-discharge, personalized follow-up calls help ensure that patients and caregivers understand their care instructions and medication regimens and, in the process, reduce the risk of complications and readmissions.
Preference for phone could be based on regional preferences too. For example, the Middle East caters to more than 100 languages and cultures in a smaller area due to migration and expatriate working populations, sometimes making it difficult for relevant communications to reach all. In such cases, direct phone calls facilitate clearer communication and understanding as compared to written messages which may not be able to convey the emotion or the personal touch that a phone conversation does. Doctors speaking in a way that the patient understands provides two-way communication, allowing for a personal check-in and a more personalized approach. Phone calls provide a personal touch that can help build trust and rapport between doctors and patients, especially for managing chronic conditions and ensuring compliance with treatment plans. For example, doctors and healthcare staff regularly use phone calls to follow up with patients, especially those in remote areas. This practice helps monitor the patient's health status and address any immediate concerns without the need for a physical visit. That said, being digitally connected in healthcare is of paramount importance as the world moves on to Artificial Intelligence and beyond.
How Axios International provides the human touch
Axios International believes in redefining healthcare by striking the perfect balance between cutting-edge digital access and the warmth of human interaction. While Axios’ digital health ecosystem, Axios+ enables patients to connect to the healthcare and treatment they need at every step of their treatment journey, where patients enrolled in the Axios-managed Patient Support Programs (PSPs), prefer us getting in touch with them on a personalized phone call via Axios CareLine, or through our home care visits, our commitment to providing healthcare with warmth and familiarity sets us apart in the industry.
A study by Axios International and published in the Journal of Comparative Effectiveness Research shows that the potential benefit of phone-based programs to support patients with chronic disease treatments should be explored in less developed countries. Titled “Phone contacts and treatment discontinuation predict survival cancer patients in a subsidized drug access program,” the study includes 460 patients from Egypt, Malaysia, Mexico, Peru, Philippines, Thailand and Ukraine. The study shows that patients who were contacted by telephone as compared to email, during their treatment were more likely to stay alive at the end of the study. Results also show that of the total patients included in the study, phone-based patient support had a protective effect and lowered the mortality risk by 11 percent as compared to other messaging methods and emails. According to the study, reaching out to patients by phone helped them stay on their cancer medication by making sure they were supported in managing side effects or scheduling appointments which helped them live longer as compared to those who were contacted via emails.
While digital solutions play a vital role in improving healthcare outcomes, Axios recognizes that the essence of healthcare lies in the human touch, compassion, and empathy that define the patient-caregiver relationship.
Logistical convenience
The logistical convenience of phone calls cannot be overstated. The calls are immediate and do not require the same level of technological infrastructure as video calls or digital consultations. Almost everyone has access to a telecommunication device with a personal number. This is particularly relevant in areas with limited internet connectivity or populations less comfortable with digital technology, including the more medically vulnerable, such as the elderly and special needs population.
Modern technological advancements are now integrated
While phone calls remain a traditional method of communication, they are increasingly being integrated with modern technology to enhance their effectiveness. Many healthcare providers now use apps that provide a secondary phone line for patient interactions, maintaining boundaries, and managing calls efficiently without compromising personal privacy. These tools support text messaging and voicemail, making communication more convenient and streamlined. An upcoming trend is that, if not most, major healthcare organizations now integrate their direct dialing within Google search results, instantly connecting with the hospital, clinic, or doctor instead.
In a place where direct communication is highly valued, phone calls offer a personal and reliable way to connect doctors and patients. Harmonizing two crucial elements – digital and the human touch – is the way forward to reshaping the future of healthcare.
