'Touchpoints' connecting patients with medical facilities

On August 16, in the context of digitalization increasingly becoming a core factor in improving the quality of medical services, Ho Chi Minh City University of Medicine and Pharmacy Hospital (HCMUMPH) organized the 5th workshop in the program series "Building and developing communication skills for medical professionals to create social impact".

The workshop with the theme "Optimizing touch points and content on digital media channels" attracted nearly 200 healthcare experts from across the country, creating a space for lively discussions on strategies and practices to optimize patient experience through digital platforms.

MSc. Do Thi Nam Phuong shares about the importance of optimizing digital touchpoints in the patient experience journey

Speaking at the opening of the workshop, MSc. Do Thi Nam Phuong - Head of the Communication Center of University of Medicine and Pharmacy Hospital, Ho Chi Minh City, emphasized the importance of optimizing digital touchpoints in the patient experience journey.

MSc. Nam Phuong said that in the digital age, the patient experience journey does not only include what they experience at the hospital but also begins when they search for information, choose a medical facility, and continues after completing the treatment process. Digital touchpoints, from websites, mobile applications to social networks, etc., not only help build initial trust but also maintain long-term relationships with patients. Optimizing touchpoints creates seamless experiences, increasing patient satisfaction and engagement with medical facilities.

Strategy to connect patient journey on digital platform

At the workshop, Dr. Nguyen Thi Van Anh - Deputy Head of Digital Marketing Program, Faculty of Business, RMIT University Vietnam, shared in-depth analysis on the role of digital touchpoints in shaping the patient experience journey.

Dr. Van Anh emphasized that in the digital age, patients increasingly rely on digital platforms to search for information, make decisions, and interact with medical facilities. Therefore, understanding and leveraging the principles of searching on Google, YouTube, Facebook, and TikTok is extremely important to ensure that the medical information provided by the hospital reaches the right audience at the right time.

Guest speaker at the seminar

Dr. Van Anh also shared specific content optimization strategies, including using long-tail keywords to increase reach, creating content that is relevant to patient behavior and needs at different stages of the journey.

Dr. Van Anh encourages the creation of digital content that is not simply about providing information but also about creating personalized digital experiences, helping patients feel accompanied and supported from the stage of searching for information until after treatment.

Complying with community standards - the key to protecting medical reputation on social networks

Ms. Le Thi Bao Ngoc - Training and Communications Director at Doctor Network under MCV Group, warned about the risks of violating community standards, which not only leads to content removal but can also result in a permanent account ban. This is especially important for medical professionals and facilities, because medical reputations built over many years can be severely affected in a short time if they do not comply with the community rules of social media platforms.

Ms. Bao Ngoc also provided specific instructions on protecting personal information and data security when participating in communications on digital platforms. She emphasized: "In a digital environment, every interaction on social networks has potential risks. Therefore, medical professionals need to strictly adhere to community rules, from not posting misleading, manipulative, or inaccurate content, to protecting intellectual property rights and maintaining the accuracy and authenticity of information."

Ho Chi Minh City University of Medicine and Pharmacy Hospital will continue to organize the 6th seminar with the theme "Ideas to Impact: Creating and Implementing Medical Content". The seminar is scheduled to take place at 2:00 p.m. on August 30, at Ho Chi Minh City University of Medicine and Pharmacy Hospital.

Source: https://thanhnien.vn/truyen-thong-y-te-diem-cham-gan-ket-nguoi-benh-voi-co-so-y-te-185240817213621292.htm