WhatsApp has become an integral part of everyday life. Over 80 percent of people in Germany use the service daily – not only for private chats, but increasingly also for information about health and therapy. But what makes the channel so attractive to patients – and how can companies benefit from it and comply with regulatory requirements?
Patients love WhatsApp – for good reason
For many, WhatsApp is the most trusted communication channel. The advantages are obvious:
- simplicityNo new app, no complicated registration. Patients simply use the channel they already have open every day.
- 24/7 availability: Information is available at any time – even in the evenings or on weekends when the telephone service center is closed.
- Familiarity & Trust: The communication feels personal, not like a hotline or anonymous website.
- Multimedia capable: Images, videos, PDFs – all directly in the chat. No media disruption, no separate platform.
And companies? They benefit in multiple ways
Using WhatsApp in patient services brings clear advantages to companies:
- Relief of telephone service: Frequently asked questions can be answered automatically or with retrievable content.
- More efficient communication: Users retrieve information specifically – instead of clicking through websites or making multiple calls.
- Greater accessibility: By integrating it into everyday life, opening and response rates increase significantly.
- Compliance with regulations: Thanks to opt-in, approval processes, and documentation, HWG-compliant communication is also possible. Solutions like Comviira enable effective implementation of these requirements.
But beware: Only with opt-in and compliance
The use of WhatsApp, especially in healthcare communications, is subject to strict requirements. Communication with patients is only permitted if they have given their express prior consent—for example, via a documented opt-in. In addition, the strict requirements of the German Medicines Advertising Act (HWG) must also be observed. To ensure that only a professionally informed or individually identifiable group of recipients is reached, an additional opt-in process and the entry of a specific access code (e.g., PZN, batch number) are provided. This ensures that only interested and authorized patients receive access to specific and legally permissible information.
With Comviira These exact requirements can be implemented: The opt-in process is fully integrated into the channel, content is selected in compliance with the legal requirements of the German Health Insurance Act (HWG), and released with documentation upon request. This ensures legally compliant and objectively neutral patient information.
Conclusion: More service, less effort – with the right setup
WhatsApp is not a hype, but a Response to changing needs of patients. Those who use the channel correctly—structured, interactive, and compliant—create added value for both sides: Patients receive quick, understandable access to information, and companies improve their service with reduced effort.
With solutions like Comviira, WhatsApp becomes a truly modern patient service.
Please feel free to contact us: https://www.cross4channel.de/kontakt/
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