In healthcare, the first interaction matters. Whether it’s a patient looking to book an appointment, a family member seeking information or a community member navigating a complex medical form – those early touchpoints set the tone for the entire care experience.
As digital channels continue to expand, patients expect healthcare providers to be as accessible, responsive and easy to engage with as their favourite online service. Yet many healthcare providers are still working with legacy systems and processes that weren’t built for today’s digital expectations.
That’s where secure, browser-based co-browsing makes all the difference.
The First Touch Is a Care Moment
The very first time someone reaches out to your hospital or clinic – whether it’s via your website, patient portal or contact centre – they’re often dealing with stress, uncertainty or sensitive decisions.
But too often, that interaction looks like this:
- Long hold times or multiple transfers
- Confusing online forms for referrals or insurance claims
- Difficulty explaining what’s on-screen to a support agent
- Language or accessibility barriers
This isn’t just frustrating. It’s potentially the moment someone gives up.
Co-Browsing Helps Patients and Staff Stay on the Same Page
Surfly’s universal co-browsing technology allows your staff to see exactly what a patient sees in their browser – no downloads, no screen sharing and no risk of exposing sensitive device data.
Think of it as guiding someone side-by-side through a digital process:
- Helping a new patient complete a registration or intake form
- Assisting with insurance claim submission or verifying benefits
- Clarifying appointment scheduling steps
- Navigating between your portal and an external site like Medicare or a private insurer
Staff can highlight fields, explain options and walk patients through each step in real time, all while ensuring privacy through automatic masking of personal data.
Seamless Support Without System Overhauls
The best part? Surfly works with what you already have.
You’ve invested in robust systems: EMRs, patient portals, telehealth platforms, scheduling tools. Surfly doesn’t replace those. It enhances them.
You can:
- Integrate co-browsing into your existing contact centre or web portal
- Support patient workflows without rewriting processes
- Train frontline staff quickly, with no need for complex tech changes
There’s no disruption. Just smarter, more human digital care.
Why It Works in Healthcare
Healthcare providers are under pressure from staff shortages to rising patient expectations. Co-browsing offers relief where it’s needed most:
- More personalised first touches: every call or online session becomes an opportunity to connect and build trust.
- Reduced abandonment rates: patients complete forms, bookings or requests with less frustration.
- Support that scales: staff can resolve issues faster, improving efficiency without compromising care.
- Privacy first: co-browsing keeps patient data protected and is designed with compliance frameworks in mind.
- Stronger operational resilience: digital tools that enhance, not replace, your communications strategy means better continuity across teams and sites.
Better Digital Care Starts with Better Digital Conversations
In healthcare, every interaction is an opportunity to provide reassurance, clarity and care – even before a patient steps foot in the building.
You don’t need to overhaul your systems to offer better digital experiences. You just need a better way to be present.
Surfly helps healthcare providers guide patients through digital processes more clearly and efficiently – securely, seamlessly and at scale.