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New Guide Shares Patient Experience Trends & Innovations in Light of COVID-19
[January 28, 2021]

New Guide Shares Patient Experience Trends & Innovations in Light of COVID-19

PORTLAND, Ore., Jan. 28, 2021 /PRNewswire/ -- Ruby, the premier provider of live virtual receptionist and chat services for small businesses, today published a guide outlining the trends impacting medical practices, the rapid adoption of telehealth's influence on patient expectations, and the necessary changes to compete in the healthcare landscape successfully.

"The Shifting State of Healthcare" provides key insights for building patient trust in the era of telehealth.

With 78% of healthcare providers reporting patient cancellations due to fear of COVID, many practices have tightened their belts and adjusted staffing through layoffs, pay cuts, or furloughs. Buildin trust and effectively communicating safety measures have become the number one challenge to drawing patients back into offices.

"The changes you make now to help your practice compete in the coming year can make all the difference," says Michelle Winnett, Vice President of Partner & Strategic Marketing for Ruby. "One of the most pivotal ways to plan for success is to prioritize the patient experience. Establishing processes that build trust, especially as more patients rely on digital pathways to book and receive the care they need. It's never been more important to provide warm, personalized service that creates a meaningful human connection."

Customers today show a clear preference for providers who can offer a safe and convenient healthcare experience, with two-thirds of patients claiming they're more likely to switch providers now than before COVID. Ruby's guide outlines several methods for combating patient churn while also avoiding staff burnout, including:

  • Enhancing convenience through telehealth solutions
  • Augmenting staff with professional, secure customer experience services like virtual receptionists
  • Offering online communication channels such as live website chat to address FAQs, provide safety information, and schedule appointments

The guide, "The Shifting State of Healthcare: Innovations to Help Your Practice Compete," is available for free at

About Ruby: 
Customers in today's on-demand economy expect quick answers and personalized service. At Ruby®, we provide small businesses with the services, products, and analytics they need to manage customer interactions and deliver exceptional experiences. Trusted by more than 13,000 business owners, our US-based, live virtual receptionists and chat specialists create meaningful human connections supported by proprietary technology—building trust, fostering loyalty, and helping win new business 24/7, 365-days a year. Ruby has helped companies grow since 2003 and has gained national recognition as a Fortune Magazine Best Small Company to Work For in the U.S., Inc. Best Workplaces, PEOPLE Companies that Care, and repeat Great Places to Work rankings year after year. To learn more, visit or experience Ruby for yourself by calling 844-311-7829.

Media Contact 
Katie Hurst 
Dir. Brand & Content 

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