WhatsApp: Efficient communication in the healthcare sector

In the healthcare sector, efficient communication between patients and practice staff is of great importance. WhatsApp can play an important role here to facilitate and improve the exchange. Many practices mainly communicate with their patients using time-consuming phone calls and are unsure how to use WhatsApp without violating the General Data Protection Regulation (GDPR). In this blog article, we will show you how using the WhatsApp Business API can simplify communication in the healthcare sector.

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Challenges in patient communication

Communication in a practice is often a challenge. Multiple communication channels must be managed simultaneously, including phone, email, and in-person patient care. A constantly busy phone can negatively impact the patient experience and is also frustrating for staff. Email communication is often lengthy and response times are high. Emails quickly get lost in patients' crowded inboxes, and it's difficult to keep track of all communications. The percentage of practices' time spent communicating with patients is often far too high. There are much better alternatives to using practices' limited staff resources than in continuous phone calls with patients.

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WhatsApp is widespread - but for practices in the standard version not GDPR-compliant

Most people now prefer to communicate via WhatsApp. In Germany, more than 60 million citizens use the messenger several times a day. However, the use of WhatsApp in patient communication is subject to certain guidelines and requirements of the GDPR. The use of the classic WhatsApp or the WhatsApp Business App is not recommended with regard to the applicable guidelines. Both options access address and metadata of the stored contacts and are therefore not GDPR compliant. In addition, they cannot be optimally managed from 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 extended and GDPR-compliant functions of the messenger. Mateo is a software that bundles relevant communication channels such as WhatsApp, SMS and email in the Universal Inbox, thus enabling efficient and individualized patient care. Message templates ensure highly efficient processing of requests. Even fully automated chats for simple topics, such as booking an appointment, can be implemented. This can save the limited human resources of practices in the healthcare sector. With Mateo's WhatsApp API connection, there are no limits to the number of users and devices per account from a technical perspective. We make sure that every one of your employees gets access to WhatsApp, if that's what you want. With solutions like Mateo, it is also possible to connect multiple numbers to the WhatsApp API. Even your existing landline number! This ensures fast and efficient processing of incoming requests. Different locations and mailboxes can also be managed.

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Keep your patients informed with the WhatsApp newsletter

Appointment reminders: Healthcare practices can use WhatsApp newsletters to remind patients of upcoming appointments. Timely reminders allow more patients to keep their appointments. This makes efficient use of doctors' working time 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 specialty.

Sending important information: Your practice wants to enjoy a well-deserved vacation? A doctor is absent due to illness? Or renovation work has to be carried out? Send important information to your patients with just a few clicks. This way, your patients stay informed and you massively reduce the communication effort.

Additionally collect more online reviews

Positive reviews are vital in the medical field to gain and retain patient trust. However, many practices do not have efficient processes in place to remind happy patients to leave a review on Google. Unhappy patients, on the other hand, often express themselves in negative online reviews. With Mateo, automated messages can be sent to patients to remind them to leave a review, improving the practice's online reputation.

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Field report of the veterinary practice Dokos

The veterinary practice Dokos uses Mateo to offer patients an easy way to contact them, to automate processes and to facilitate the daily work of the staff. Thanks to Mateo, the contact channel WhatsApp can now be used simultaneously by the reception and the attending physician. The integrated comment and assignment function allows a smooth flow of information in the process. Automatic reply messages make it possible to process a considerable proportion of incoming appointment requests automatically. For patients, the veterinary practice is more easily accessible through a variety of channels via the web widget embedded on the website. Thanks to the Mateo mobile app, incoming messages can be answered quickly and reliably via smartphone even on field missions.

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Customer quote from Dokos veterinary practice

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Efficient communication with patients via the WhatsApp API and Mateo

At Mateo, we're your messaging experts when it comes to patient communication. Dozens of practices in the healthcare sector already use Mateo and are enthusiastic about it. Our customers particularly appreciate the following benefits of Mateo:

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Central user interface

In addition to WhatsApp Business API, Mateo bundles many other communication channels such as email, Instagram, SMS or Facebook Messenger in a central inbox. On the intuitive and clear user interface you will find various helpful tools for a particularly efficient patient communication . A web widget with the message channels you support is available for your patients for particularly easy contact.

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Custom Message Templates

Thanks to various message templates that can be created individually, the amount of paperwork is minimized and the efficiency of patient communication is increased. This means that personnel resources in the service area can be deployed elsewhere.

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With Mateo's WhatsApp API solution, newsletters can be sent in a GDPR-compliant manner. Due to the first-class open rate of 98% for WhatsApp messages, marketing can thus be carried out significantly better than via email or other channels.

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More positive Google reviews

With Mateo, you create an outstanding customer experience. Mateo can automatically request online reviews from your patients. The more reviews you have, the better you will be found on Google, for example. Reviews also create trust in your business.

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Privacy

Mateo's messaging tool is compatible with all German and European legally binding data protection requirements. If necessary, the software will be revised accordingly if the law is amended. For absolutely secure patient communication, all WhatsApp messages are end-to-end encrypted. All info on the GDPR when using WhatsApp can be read in this article.

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Scalability for all company sizes

The scalability of the messaging tool has been confirmed by the large number of companies already using Mateo with a high level of satisfaction. Whether our customers have just a few employees or many hundreds, the software works smoothly and, depending on the package, with an unlimited number of devices, users and phone numbers. The fact that Mateo significantly reduces the workload in the service area opens up new growth opportunities for many companies.

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Low cost provider for WhatsApp Business API

With an entry-level price of just 79 euros per month, Mateo is a cost-effective provider for WhatsApp Business API solutions on the German market. In combination with the integration of further communication channels and various helpful tools, Mateo offers good value for money. Mateo's personal customer support assists companies with every step of the integration, ensuring very low barriers to entry.

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How WhatsApp can improve healthcare practice communication