Guiding Patients to the Right Care

Posted by Brad Veach on Wednesday, April 25, 2018

As consumerism and value based initiatives continue to change the landscape of healthcare, access to care has become a key part of the new paradigm. However, opening access without a specific strategy or without the proper protections in place often creates more challenges than it solves.

What patients really need is access to the right care.

This means the goals of the provider organization must be aligned with their resources in an intentional way. Whether it’s a patient self-scheduling, a care coordinator scheduling a referral, or a call center agent helping a patient find a provider, care delivery must be mapped to the patient’s needs. In our experience, we’ve learned this doesn’t happen by chance. Instead it takes a concerted, strategic effort, complemented with smart technology, to bring the pieces together to provide a navigable care network.

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7 Ways to Accelerate Your Healthcare Call Center

Posted by Brad Veach on Tuesday, February 13, 2018

Healthcare call centers play an important role in the healthcare ecosystem. Some are performing outreach to close gaps in care, others are receiving inbound calls from patients trying to book appointments, and so on. Whether the focus is inbound or outbound, one issue remains, identifying the right provider and booking the appointment is difficult.

Typically, massive spreadsheets and/or three-ring binders full of provider information and scheduling rules must be combed through by agents to find the right provider. Once the provider is located a three-way call must be initiated so the call center agent can find a time that works for both the patient and the provider for an appointment. Many times, these three-way calls are unsuccessful, and even when they are successful, they are always tedious and time-consuming.

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The Big Picture of Patient Self-Scheduling

Posted by Brad Veach on Tuesday, January 23, 2018

For decades, most patients have made appointments by calling their physician’s office. But now that is all beginning to change. In the age of smartphones, where consumer-centric technology is ever-present, health systems are starting to adapt. Patient self-scheduling is on the rise. In fact, a recent study by Accenture estimates that 66% of US health systems will offer patient self-scheduling by the end of 2019. The primary reason? A better patient experience. For example, the same Accenture study also shows that 77 percent of patients think the ability to book, change or cancel appointments online is important. 

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Intelligent Scheduling from Behind a Portal

Posted by Brad Veach on Tuesday, December 5, 2017

Patient portals are becoming a mainstay of how healthcare providers connect with patients. However, patient adoption can be challenging – if only for the reason that it’s another username and password for the patient to remember (we all have too many of those!).

When seeking to make a patient portal as useful and attractive as possible, access is paramount. Access to medical records, past appointment information, prescriptions, etc… are all important, but many portals leave out the most important thing – access to providers.

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Are your web analytics telling you what you need to know?

Posted by Brad Veach on Tuesday, October 24, 2017

Metrics are important. And when it comes to providing a service, conversions are one of the most crucial metrics to understand. Analyzing your data, understanding your results and comparing them against a benchmark for success is a critical process to growth. Analytics provide you with essential information needed to understand the funnel of activity by your consumer, what’s working and what isn’t. With new tools becoming available for healthcare like digital care coordination, the need to track consumers’ web traffic is even more important. With online scheduling in place, healthcare websites can actively track conversions and see how many visits turn into booked appointments. To look at this the right way, healthcare organizations need to take a page out of the retailers’ web analytics book.

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Digital Care Coordination is the Future of Healthcare

Posted by Brad Veach on Tuesday, October 10, 2017

Digital care coordination is the application of smart technology to improve the appointment-making experience for healthcare patients and providers, and there is no question that every practice will someday embrace it. The myriad of short- and long-term benefits of the technology, as described below, far outweigh any growing pains and start-up costs.

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Three-Step Plan to Optimize Physician Capacity

Posted by Brad Veach on Thursday, September 21, 2017

There’s ongoing debate over whether we have a physician shortage looming in our future or not. Do we need to train more doctors? Or are we just inefficient? Obviously, something is awry and, as a result, American healthcare continues to rank poorly in comparison with other developed nations.

To add to the conundrum are some interesting statistics. In this study it was reported that roughly 75% of physicians say they are “overextended and overworked”. While another study revealed a mean no-show rate of 18.8%. Most physicians feel like they are operating at full capacity, while 18.8% of the appointments on their calendars never actually happen.

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EHR Scheduling Shortcomings - And How To Fix Them

Posted by Jay Scheinberg on Wednesday, August 30, 2017

Undoubtedly, EHRs provide a tremendous step forward for healthcare. They help improve quality, efficiency, operations, safety, and ultimately the care provided to patients. Data suggests that providers and health systems are fond of them as well. As of 2015, nearly 9 out of 10 office-based physicians had adopted an EHR (HealthIT.gov). And according to a report by SK&A, 67% of all providers reported using an EHR in March of 2017. Clearly, EHRs are delivering high value, yet, there is a rub – the cost. In fact, the vast majority of providers categorize EHR spending as one of their biggest line items and they expect it only to increase.

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