The next generation in closing gaps in care

Posted by Brad Veach on Tuesday, December 6, 2016

What if, instead of 3 way calls, you could close gaps in care with a click?

Network providers need a better way to manage members’ chronic conditions through preventive services that close care gaps with less friction. Here’s how it should work:

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When population health and patient engagement work together

Posted by Daniel Collins on Wednesday, November 30, 2016

The Population Health Alliance defines engagement as, “when an individual performs sustained actions toward achieving optimal health and well-being.” As an example, a person living with diabetes could be considered engaged when they “actively participate and collaborate in their treatment plan, expend effort learning as much as they can about their condition and practice routine self-care.”

With this in mind, how can population health efforts tap into the benefits of patient engagement? Our own Chris Lukasiak has a recent article in Beckers that attempts to answer this question.

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Patient Access - it's about time

Posted by Daniel Collins on Thursday, November 3, 2016

The New York Times recently took a look at why the U.S. still trails many wealthy nations in access to care and argued that while the Affordable Care Act has helped reduce the number of uninsured Americans, it has done little to improve timely access to care:

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3-Way Calls Hurt Patient Access

Posted by Daniel Collins on Friday, October 14, 2016

If you are scheduling appointments with 3-way calls, you are doing it wrong.

You are wasting time and losing money.

It is a poor use of the scheduler’s time – a tedious task that takes on average over 8 minutes which is longer than the cable (5.4 min) and banking (3.7 min) industries take for similar calls.

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Why does reducing lead times matter?

Posted by Brad Veach on Thursday, September 15, 2016

When ordered a referral, a patient should not be troubled to schedule the right appointment. The patient wants the soonest available time, at the closest available location, with the best available physician

When scheduling a referral for a patient, the sending provider should not have to depend on catching a receiving coordinator on the telephone or whether or not the fax went through. The referring physician wants to confirm the soonest available time, at the closest available location, with the best available physician for each patient. The referring physician also should be notified if the appointment was kept, as well as the outcome of the visit. 

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Online scheduling is no longer just a nice-to-have

Posted by Chris Lukasiak on Friday, September 9, 2016

Improving patient access is our mission. That’s our thing. It’s the reason our company exists. Make the scheduling experience easy. For everyone.

If you’ve ever tried to book an appointment, the above video illustrates an experience that nearly everyone can relate to. We won’t lie, it’s terrible. We’re here to change that.

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Improving HCAHPS, the patient experience and profit margins all at once

Posted by Daniel Collins on Friday, September 2, 2016

A 2015 study by Accenture found that hospitals offering a superior patient experience achieve 50% higher net margins.

The research also confirms the correlation between superior patient experiences and higher margins is true for hospitals of every type and size.

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First impressions count: improving the patient experience

Posted by Chris Lukasiak on Thursday, August 18, 2016

It’s no surprise that 87% of healthcare leaders have noted patient satisfaction as the top priority for their organization (source: HIMSS 2015 Leadership Survey).

According to an Accenture report, the average time to complete a scheduling call was 8.1 minutes—three minutes longer than the national average call length. This call time also exceeds the cross-industry best practice of 3.7 minutes, topping both cable industry (5.4 minutes) and banking industry (3.7 minutes) averages.

The report also found that

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