Press Release

61% Not Satisfied With Current Communication Methods, Shows Value Mapping Needed

Burlington, MA - In the wake of pharmaceutical recalls and dramatically changing treatment options, healthcare technology executives plan to increase their organizations’ communications with clients in 2005. In a poll conducted by Silverlink Communications at the Healthcare Information & Management Systems Society (HIMSS) Conference in Dallas in February, 73 percent of healthcare executives reported they will be increasing communications with patients in 2005 either significantly (35%) or moderately (38%).

Yet, as they try to contain costs and improve service, the survey reveals that 90% of them are using what they consider to be the most expensive means – call centers and mass mailings. 61% are not satisfied that expenditures for patient communications are well spent.

The poll was conducted February 14-17, 2005 at the HIMSS Conference in Dallas, Texas. A total of 319 respondents from healthcare providers, pharmacy benefits managers, and managed care organizations reported on their needs and methods for communicating with their customers.

CEO Stan Nowak of Silverlink Communications, a leader in voice services for the healthcare industry, said, "Traditionally, outbound communication has been a marginal investment with limited delivery options and low response rates. The survey clearly shows the resulting dissatisfaction. Today, delivery options have expanded, and response rates can achieve new heights. And just in time, given the increasing number of decisions members and patients are making about their consumption of healthcare services."

"By understanding the value of the message they are trying to deliver, and then carefully measuring the net success value of their communications, healthcare companies should be able to identify the right communication vehicle for their needs. The result will be improved customer satisfaction and efficient use of investment. We think this is the path to increase satisfaction with healthcare communication," Nowak concluded.

Complete survey results are available upon request.

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