Like many healthcare organizations today, The Iowa Clinic, which is the largest independent, physician-owned multi-specialty group in Central Iowa, was looking for a way to improve access to care for its patients.Read More
Our very own CEO, Tom Cox, recently caught up with the Nashville Business Journal about the changing landscape of consumer-driven healthcare. In this conversation, Cox called out millennials as one of the main forces shaping the technological innovation and progress we’ve seen in the industry thus far.Read More
We recently attended Healthcare Call Center’s Annual Conference in Pittsburgh, and had the opportunity to discuss with business leaders and industry heads some of the biggest challenges and opportunities in the healthcare call center world. This year’s event hosted the largest number of physician practice call centers in attendance since the conference’s inception 30 years ago, and it’s no wonder. With call centers playing a critical role in the healthcare ecosystem, more executives are realizing that these centers are on the front line and critical to the patient experience.Read More
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.Read More
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.Read More
Humana was looking for a way to enhance access to specialists and improve clinical outcomes across their provider network with a digital solution. Typically, coordinating referrals across a disparate provider network has many challenges: long delays between referral order and actual appointment, identifying appropriate specialists, inefficient appointment coordination and scheduling, and inability to track data in real time.
These challenges lead to poor patient experience, diminished access to care, wasted time, negative clinical outcomes, and increased medical costs.Read More
When’s the last time you booked a flight without knowing how much it cost?
If you’re like most people your answer is probably, “What?! Are you crazy?!” – In the information age it’s easy to compare options and find the best flight at the lowest cost using online services. For most industries this is the norm; consumers have knowledge prior to purchase about what it includes, how much it costs, and even how it compares to other options. However, when it comes to healthcare, consumers are forced to make uninformed decisions, and the cost is often times closer to that of an all-inclusive cruise around the Caribbean rather than a single flight!Read More
For too many providers, first-time patients fail to become repeat patients. How can we create a system that keeps patients in-network and coming back?
For starters, we need to align our processes with the digital age. Healthcare in particular is characteristically behind the times when it comes to meeting consumer demands. For many healthcare providers, booking follow up visits for patients still relies on three-way phone calls or merely handing the patient a slip of paper with some contact info. Digitizing the care coordination process can fix these issues. Specifically, it can organize and streamline data across in-network providers, while keeping the scheduling process both simple and intuitive.Read More