Brad Veach

Marketing Manager at MyHealthDirect

Recent Posts

The Digital Front Door: Key Takeaways from HCIC 2018

Posted by Brad Veach on Thursday, November 15, 2018

The 22nd Annual Greystone.net Healthcare Internet Conference (HCIC) took place last week in Scottsdale, Arizona, and we had the pleasure to not only attend, but participate as a speaker alongside our partners from The Iowa Clinic. From conversations with hospital and health system leadership to the question and answer session at our own speaking engagement, we left the event with a very clear lens of how technology is rapidly transforming our industry. Here are our top five key takeaways: 

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The Benefits of Automated Outreach

Posted by Brad Veach on Tuesday, May 29, 2018

Ensuring patient populations are getting the care they need is a challenging task that many healthcare providers are struggling with today. We’ve discussed before some of the ways that consumer scheduling and referral coordination solutions are helping providers improve patient access. We also recently wrote about how we are specifically helping call centers. Now we would like to discuss how automated outreach combined with the ability to schedule appointments in real-time can help close gaps in care.

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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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