From Appointment to Advocacy: Patient Engagement in the Digital Age

August 18, 2025

Let’s get one thing straight: “patient engagement” is not just a trendy buzzword tossed around in healthcare leadership meetings. It’s the foundation for improving outcomes, boosting retention, and yes, growing your revenue.

At its core, patient engagement is about empowering individuals to take an active role in their care; before, during, and after they walk through your doors. That means practices must evolve to meet today’s expectations, not just yesterday’s standards.

And if your front desk is still relying solely on clipboard sign-in and reminder calls… it might be time for a little administrative refresh.

Why Engagement Matters (Beyond Just Being “Nice”)

Here’s what the research tells us:

✅ Engaged patients are more likely to follow treatment plans.

✅ They report higher satisfaction scores; and are more likely to refer others.

✅ They have better health outcomes and lower readmission rates.

A 2022 Accenture report found that nearly 80% of patients say they would switch providers for better digital access.

That’s right, patients are no longer just comparing you to the practice down the street. They’re comparing their experience with your office to Uber, Amazon, and DoorDash.

And honestly? They’re not wrong.

Meeting Patients Where They Are

Most practices I work with don’t lack compassion, they’re filled with providers and staff who deeply care. But they often lack the infrastructure, knowledge or time to modernize how they deliver that care. That’s where a small shift in mindset can go a long way.

Here are three ways to uplevel engagement – without burning out your team:

Make Access Easy Let patients schedule online, complete intake paperwork from their phone, and see wait times in real time. Bonus points for sending text confirmations that don’t feel like a robot wrote them.
Communicate with Compassion Whether through phone, text, or patient portals, clear and kind communication is key. Avoid jargon. Over-explain when needed. And never underestimate the power of a warm tone in a digital message.
Support Their Journey Offer education in digestible, convenient formats, short videos, after-visit summaries, and FAQs on your website or portal. Patients who understand their treatment plan are far more likely to follow it.

Engagement Isn’t a Project. It’s a Philosophy.

Patient engagement doesn’t mean adding more to your team’s plate, it means being more intentional with what’s already on it. And while technology can support the process, the magic still happens in the moments of connection: when someone feels seen, respected, and valued.

Want your patients to rave about your practice? Start by making them feel like more than just an appointment slot.

Try This: A Micro-Move Toward Engagement

Pick one touchpoint in your patient journey, maybe it’s appointment scheduling, pre-visit instructions, or post-op follow-up, and ask yourself:

Is it easy?
Is it kind?
Is it clear?
Is it modern?

Start there. Small improvements add up quickly. And if you’re not sure where to start, schedule a quick chat with me to discuss.

Let’s stop chasing trends and start building trust; one intentional touchpoint at a time.

Did you know Sarah Clark Consulting offers a FREE practice self-assessment? CLICK HERE to take the one minute assessment and get some great information to keep the smile on your face while making your practice more efficient!