Digital patient engagement: A guide to improving healthcare 

Most of what we need today is only a tap away on the devices we use every day. 
 
Digital patient engagement is about bringing the same type of convenience to healthcare. And it simply means using digital tools such as text messages, apps, or portals to help patients become actively involved in their care. 

The goal is straightforward: to use digital tools to improve how we connect with patients so that care delivery feels more responsive, organized, and easier for everyone involved. 

By the end of this guide, you will understand how today’s digital engagement tools can transform the patient experience and help practices like yours deliver better care. 

Why digital engagement matters for both patients and providers 

Patients often run into the same obstacles in healthcare. They may have to wait on hold just to ask a question, or they miss appointments because no reminder was sent. These issues make it harder for people to stay on track with care. 

On the other hand, healthcare practices face their share of challenges. Patient no-shows disrupt the schedule, or follow-up is rendered inconsistent because teams are stretched thin. All of this takes time and energy away from direct patient care. 

Digital engagement helps solve these problems in practical ways. 

Core components of digital patient engagement  

1. Patient portals 

A patient portal is usually the first digital touchpoint people use. It lets patients see test results, visit notes, medications, and send secure messages to their care team. Portals empower patients by putting their information in their hands, any time, without needing to call the clinic. 

2. Telehealth (video or phone visits) 

Telehealth makes it possible to see a clinician without going to the office. It’s especially useful for follow-ups, chronic conditions, mental health, and patients with transportation challenges. It increases access and can reduce unnecessary in-person visits. 

3. Remote patient monitoring (RPM) 

RPM uses connected devices (such as blood pressure cuffs or glucose monitors) to send health readings from home directly to a care team. This helps clinicians spot problems early and lets patients stay involved in their day-to-day health between appointments. 

4. Mobile apps, texts and automated messaging 

Apps and text messages are powerful because they meet patients where they already are: on their phones. This includes reminders for appointments and medications, check-in prompts, educational content, and simple “nudges” that keep patients on track. 

5. Healthcare CRMs (Customer Relationship Management systems) 

A healthcare CRM, such as LeadSquared, act like the “control center” for patient communication. It gathers information from patient portals, telehealth systems, EHRs, RPM devices, and scheduling tools, then uses it to coordinate personalized patient outreach.
 
For example, if a patient ignores portal messages, the CRM can trigger a text message instead. If someone is overdue for a screening, the CRM can send reminders with an easy scheduling link. 

6. Integrations, interoperability and analytics 

All these tools work best when they connect to each other and the electronic health record (EHR). Integration allows information to flow smoothly and helps organizations measure what’s working, personalize communication, and scale engagement safely. 

Design principles for offering a better patient experience

When we talk about “design” in digital patient engagement, we’re talking about how digital health tools are built so patients can use them with the least effort, without being confused. 

These design principles apply to every digital touchpoint a patient uses, including: 

• Patient portals 

• Appointment-scheduling systems 

• Telehealth platforms 

• Mobile health apps 

• SMS/text reminders 

• Online forms 

• Remote-monitoring apps or device dashboards 

In other words, anywhere a patient clicks, taps, reads or responds, good design plays a big role in them wanting to use the service offered. So, here’s what to consider when designing digital touchpoints for patients. 

1. Simplicity and low-friction workflows 

Patients should be able to complete tasks such as scheduling a visit or checking results in as few steps as possible. This means no confusing menus, long forms, or unnecessary logins. Simple design can increase form completion rates, especially for older adults or people with limited tech confidence. 

2. Accessibility for all users 

Good design should account for people with visual, hearing, cognitive, or physical limitations. This includes readable text sizes, clear color contrast, screen-reader compatibility, and buttons large enough to tap on a mobile screen. 

3. Multi-language support 

Many patients aren’t native English speakers. Offering tools and instructions in multiple languages improves understanding and reduces errors. Even basic things like bilingual reminders can dramatically raise engagement. 

4. Health-literacy-friendly communication 

Most health information is too complex. Digital tools should use plain language, short sentences, and clear instructions. For example: 
Instead of “non-adherence may result in adverse outcomes,” say “if you skip doses, your symptoms may worsen.” 

5. Inclusive design to reduce the digital divide 

Design must consider people with low digital skills, limited internet access, or older devices. That means mobile-friendly pages, offline-friendly content, and simple features accessible on basic smartphones. 

Digital patient engagement strategies

1. Personalizing messages sent to patients 

In healthcare, personalization means giving patients information or reminders that are relevant to their specific situation, rather than sending everyone the same message. Not all patients need the same follow-up or the same level of support; so tailoring communication makes engagement much stronger. 

For example: 

• A new patient might get a welcome message and simple instructions on how to use the portal. 

• A patient with diabetes might receive tips about blood sugar tracking and links to nutrition resources. 

• A patient who recently missed an appointment might receive a friendly “here’s how to reschedule” reminder. 

Personalization helps because it respects people’s time and makes digital communication feel more human. 

2. Segmenting patients based on their needs 

Segmentation means grouping patients based on shared needs — for example, pregnancy, cardiac rehab, hypertension, or preventive screenings. It ensures communication is relevant rather than random. 

Behavioral triggers take this a step further. They send messages automatically based on what a patient does or doesn’t do. For example: 

• If a patient hasn’t opened their lab results, send a simple “your results are ready.” 

• If someone’s RPM readings spike, send a check-in prompt or notify the care team. 

• If a patient doesn’t complete an online pre-visit form, send a reminder with a direct link. 

3. Multi-channel cadence: Reaching patients where they are 

Patients have different communication preferences. Some prefer texts, some check email, and some only respond to phone calls. A multi-channel cadence means using more than one communication channel in a planned order, so the patient receives information in the way that’s easiest for them. 

A common example: 

1. Portal message with full details 

2. Text reminder if the message isn’t opened 

3. Email or app notification as a backup 

4. Phone call for anything urgent or time-sensitive 

This approach increases the chance that important instructions, reminders, or updates actually reach the patient. It also avoids the problem of relying on just one channel that the patient may ignore. 

4. Educate patients to help them understand about their health 

Education doesn’t need to be lengthy or complicated. Micro-learning breaks health information into small, easy-to-understand pieces delivered at the right time. This can be a short article, a 30–60 second video, or a simple tip related to a patient’s condition. 

For example: 

• A brief video explaining how to prepare for a colonoscopy 

• A one-sentence tip about reducing salt for hypertension 

• A quick animation showing how to use an inhaler correctly 

This format works well because people are more likely to engage with short, clear content than with long brochures. 

5. Gamification and incentives: Making engagement fun 

Gamification uses elements from games — like points, badges, progress trackers, or small rewards — to encourage patients to take healthy actions. Incentives don’t need to be monetary; even recognition or progress feedback can motivate behavior. 

For example: 

• A diabetes app awarding points for each blood sugar reading recorded 

• A portal showing a “medication adherence streak” 

• Rewarding patients for completing a series of preventive screenings 

Gamification helps patients stay engaged over time and turns routine health tasks into achievable, motivating goals. 

6. Proactive outreach: Screening and preventive care nudges 

Proactive outreach means contacting patients before they think to act, ensuring preventive care is not forgotten. This includes reminders for vaccinations, screenings, check-ups, or follow-ups for chronic conditions. 

For example: 

• Sending a reminder when a mammogram is due 

• Notifying a patient of an overdue flu shot 

• Outreach to high-risk patients for preventive labs or wellness visits 

This tactic is highly effective because many people intend to get care but forget or delay it. Timing and clarity are crucial — messages should be actionable and easy to respond to. 

How a healthcare CRM helps with patient engagement

A healthcare CRM (customer relationship management system) isn’t just a “sales tool.” In a medical context, it is a powerful platform that helps healthcare providers organize and deepen their relationships with patients. Here’s why it is becoming a core part of digital patient engagement strategies. 

1. Centralized patient data for a complete view 

A CRM helps you pull together all the information about a patient, including clinical history, appointment records, communications (calls, texts, emails), and preferences, into one unified system. 

This “360-degree view” means clinicians and care teams can see everything in one place. They do not need to switch between EHRs (electronic health records), scheduling tools, and messaging platforms to understand a patient’s journey. 

Because of this, outreach can be genuinely personalized, tailored to the patient’s condition, history, and preferences. 

2. Automated but thoughtful communication 

CRMs let providers automate many routine patient communications, including appointment reminders, follow-up messages, health education content, and post-treatment instructions. 

Instead of staff manually calling or emailing each patient, the CRM can send timely, relevant messages via text, email, or other channels. 

3. Proactive engagement and preventive care 

By analyzing patient data, CRMs can identify who might be due for a check-up, a screening, or a vaccination. 

For example, the CRM might flag patients who have not scheduled their annual health check or who are overdue for preventive blood work. 

Then it can send personalized reminders, such as “Hi [Name], it is time for your annual cholesterol test. Click here to book.” 

4. Better care coordination across teams 

CRMs help different parts of a healthcare organization work together more smoothly. Because the CRM consolidates patient data, everyone, including nurses, doctors, and administrative staff, can see the same information and communication history. 

That means when a patient calls or messages, staff can respond with full context. It also prevents miscommunication and reduces duplicate records born from manually handling patient data. 

Also, by automating workflows, such as task assignment or follow-up scheduling, CRMs free up staff for more productive work. 

5. Data-driven insights and personalization 

Modern CRMs provide dashboards and reports that highlight trends in patient behavior, such as who is engaging, who is missing appointments, and who responds to which type of message. 

This helps care teams make smarter decisions. For example, if a certain age group prefers text messages over email, they can adjust communication accordingly. 

6. Feedback loops and continuous improvement 

CRMs make it easier to collect patient feedback. After visits or treatments, the system can send surveys automatically through email or text. 

This feedback gives healthcare organizations a pulse on patient satisfaction, letting them identify pain points and continuously improve. 

When patients see that their input leads to real change, trust grows, and that, in turn, strengthens engagement and loyalty. 

7. Secure, compliant communication 

Because health data is sensitive, healthcare CRMs are built with security and regulation in mind. They often support encrypted messaging, secure portals, and strict access controls. 

This means patients can safely communicate with their care team without worrying about their data being exposed. Providers can also maintain compliance with healthcare regulations. 

Digital patient engagement and real health outcomes: Kaiser Permanente’s example 

Kaiser Permanente Northern California has been a national leader in using digital engagement to improve preventive screening. 

A study published in the JAMA Network Open examined how Kaiser combined digital reminders, online scheduling, and patient-portal notifications to encourage members to complete colorectal cancer (CRC) screening. Patients received messages through the portal, secure email, and follow-up reminders that linked directly to scheduling or at-home FIT kit instructions. 

The results were impressive. Digital engagement significantly increased screening completion, especially among adults who had been overdue. Because patients could schedule instantly or request a kit online, follow-through was faster and required less staff involvement. 

This case shows how simple digital patient engagement can meaningfully raise preventive care participation, reduce delays in diagnosis, and lighten administrative workloads. 

Conclusion 

We’ve seen why digital patient engagement matters today. When patients are actively connected with their care, be it through timely updates, reminders, or personalized communication, they are more likely to follow care plans and achieve better health outcomes.  

Effective digital engagement, however, needs a structured approach and the right tools to keep communication consistent and meaningful. 

A HIPAA-compliant healthcare CRM like LeadSquared is one such tool that aids patient engagement by helping practices track patient interactions, personalize messages, and manage digital touchpoints like patient portals in one system. 

If you wish to see how LeadSquared can help your practice strengthen its digital patient engagement efforts, feel free to book a quick demo today. 

FAQs

1. What are the main challenges of digital patient engagement? 
 
One big challenge is digital accessibility. Not all patients have fast internet or are comfortable with technology. Usability also matters. If portals or apps are confusing, patients may not use them. Data privacy is another concern. For engagement to work, patients need to trust that their information is safe. 

2. How can healthcare providers ensure digital engagement tools are secure and HIPAA compliant? 
 
It is important to choose tools that use encryption, secure logins, and clear data handling policies. A strong digital patient engagement strategy always prioritizes patient privacy and protects sensitive information. 

7. What role do patient portals play in digital patient engagement? 
 
Patient portals give patients a place to view records, communicate with providers, and access educational content. Adoption depends on ease of use and trust, as many patients avoid portals due to login problems or security concerns. 

8. How do we measure the success of digital patient engagement? 
 
Metrics include portal login rates, message open and click rates, appointment attendance, and readmission rates. Analytics from a digital platform or CRM like LeadSquared can help track which engagement activities are most effective. 

9. What content works best for keeping patients engaged digitally? 
 
Educational content such as videos and infographics, timely reminders, and personalized messages based on a patient’s history or condition work well. Content that addresses patients’ real concerns usually drives higher engagement. 

10. Can digital patient engagement replace face-to-face care? 
 
No, it is a complement, not a replacement. Digital engagement improves communication, follow-up, and education, but in-person visits remain critical for diagnosis and building trust. LeadSquared helps connect digital touchpoints with clinical workflows so that engagement supports human care effectively.