Archive for the ‘Customer Service’ Category

Infographic: 5 Recommendations for Improving Patient Experience

October 21st, 2019 by Melanie Matthews

Healthcare organizations are working diligently to improve patient satisfaction and the patient experience of care. After all, patient experience of care is a critical quality domain used to evaluate hospital performance under the 2016 CMS Hospital Value-Based Purchasing (VBP) Program (accounts for 25 percent of a hospital’s VBP score)—and comes with the potential for a penalty or bonus, according to a new infographic by Health Catalyst.

The infographic provides five key recommendations for improving the patient experience.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action PlanUnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs. Armed with data from its Press Ganey and CAHPS ® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan a 45-minute webinar, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

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Infographic: Are You Investing in the Right Patient Experience Technology?

October 11th, 2019 by Melanie Matthews

For digitally-connected healthcare to have transformative effects, patient-provider IT solution alignment is essential. This is especially true as changing payment models make the patient experience even more important, according to a new infographic by Spectrum Enterprise.

The infographic examines which technology solutions health system leaders said are extremely/very important to prioritize when seeking to enhance the patient experience.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action PlanUnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs. Armed with data from its Press Ganey and CAHPS ® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan a 45-minute webinar, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

Have an infographic you’d like featured on our site? Click here for submission guidelines.

Infographic: Transforming Your Patient Check-in Process

September 6th, 2019 by Melanie Matthews

The patient check-in process is a crucial moment for healthcare organizations. Using outdated, inefficient, and labor-intensive processes to collect, store, and transfer patient data during check-in threatens patient safety and satisfaction as well as the productivity and profitability of healthcare organizations, according to a new infographic by Formstack.

The infographic breaks down what healthcare organizations need to know to transform their patient check-in process.

Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action PlanUnityPoint Health has moved from a siloed approach to improving the patient experience at each of its locations to a system-wide approach that encompasses a consistent, baseline experience while still allowing for each institution to address its specific needs. Armed with data from its Press Ganey and CAHPS ® Hospital Survey scores, UnityPoint’s patient experience team developed a front-line staff-driven improvement action plan.

During Improving the Patient Experience: Engaging Front-line Staff for a System-Wide Action Plan a 45-minute webinar, now available for replay, Paige Moore, director, patient experience at UnityPoint Health—Des Moines, shares how the organization switched from a top-down, leadership-driven patient experience improvement approach to one that engages front-line staff to own the process.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

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Infographic: Staying Ahead of the Digital Health Curve

August 28th, 2019 by Melanie Matthews

Healthcare consumers are eager to use technology in their care, according to a new infographic by GetWellNetwork, Inc.

The infographic examines the need for patient engagement to be effective and scalable.

9 Protocols to Promote Patient Engagement in High-Risk, High-Cost PopulationsPatient-centric interventions like population health management, health coaching, home visits and telephonic outreach are designed to engage individuals in health self-management—contributing to healthier clinical and financial results in healthcare’s value-based reimbursement climate. But when organizations consistently rank patient engagement as their most critical care challenge, as hundreds have in response to HIN benchmark surveys, which strategies will help to bring about the desired health behavior change in high-risk populations?

9 Protocols to Promote Patient Engagement in High-Risk, High-Cost Populations presents a collection of tactics that are successfully activating the most resistant, hard-to-engage patients and health plan members in chronic condition management. Whether an organization refers to this population segment as high-risk, high-cost, clinically complex, high-utilizer or simply top-of-the-pyramid ‘VIPs,’ the touch points and technologies in this resource will recharge their care coordination approach.

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Infographic: Healthcare Service Recovery 101

August 9th, 2019 by Melanie Matthews

Leading hospitals and health systems are practicing service recovery, stepping in when customers and their family members have questions about their care, listening to their concerns when expectations fall short and rectifying issues, whenever possible. This new approach can help traditional providers remain viable in an era of increased competition, according to a new infographic by Quality Reviews, Inc.

The infographic examines why service recovery is so critical in the changing healthcare landscape.

A New Vision for Remote Patient Monitoring: Creating Sustainable Financial, Operational and Clinical OutcomesAs healthcare moves out of the brick-and-mortar traditional setting into patients’ homes and their workplaces, and becomes much more proactive, the University of Pittsburgh Medical Center (UPMC) has been expanding its remote patient monitoring program. The remote patient monitoring program at UPMC has its roots in the heart failure program but has since expanded to additional disease states across the integrated delivery system’s continuum of care.

A New Vision for Remote Patient Monitoring: Creating Sustainable Financial, Operational and Clinical Outcomes delves into the evolution of UPMC’s remote patient monitoring program from its initial focus on heart failure to how the program was scaled vertically and horizontally. Click here for more information.

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Infographic: 2019 Consumer Insights and Trends in Healthcare

July 17th, 2019 by Melanie Matthews

Healthcare consumers are increasingly more willing to use modern approaches to healthcare delivery and services, from virtual care to emerging technologies, according to a new infographic by SutterHealthPlus.

The infographic provides insight into how consumers would like to access the healthcare system.

With health coach support on two fronts, PinnacleHealth Systems is changing the patient engagement conversation—both among its staff of clinicians and its most disengaged patient population.

Dual Approach to Patient Engagement: Activating High Utilizers and Coaching Clinicians describes PinnacleHealth System’s two-pronged strategy for prioritizing patient engagement within its culture, and elevating key quality and clinical metrics in the process.

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Infographic: 7 Ways Patient Intake Drives Success for Health Systems

April 24th, 2019 by Melanie Matthews

Patient intake management can help healthcare organizations improve efficiency and enhance clinical care, according to a new infographic by Phreesia.

The infographic provides seven ways that a comprehensive patient intake strategy can help drive health system success.

Profiting from Population Health Management: Applying Analytics in Accountable CareAs ACA reforms continue to impact healthcare, population health management (PHM) is fast becoming the new buzzword for the management, integration and measurement of all interventions across the health continuum, from the healthiest populations to those with catastrophic illnesses. Rooted in the IHI’s Triple Aim, PHM dives deep into health analytics to reduce risk and associated health spend and provide a strong foundation for accountable care in a value-based system.

Profiting from Population Health Management: Applying Analytics in Accountable Care provides both a primer in PHM, identifying the challenges and opportunities of a robust population health management program, and an advanced case study in the use of analytics in PHM.

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Infographic: A Healthcare Cultural Awareness Checklist

March 27th, 2019 by Melanie Matthews

Communication and ongoing education are essential to promoting cultural awareness and providing culturally sensitive healthcare, according to a new infographic by Quality Interactions.

The infographic provides a checklist for healthcare professionals to understand and negotiate any cultural differences that may directly impact care.

Although nearly three-fourths of health outcomes are determined by social determinants, few clinicians can ably identify those patients facing challenges related to social and environmental conditions or other experiences that directly impact health and health status.

Social Determinants and Population Health: Redesigning Care Management to Bridge Clinical and Non-Medical Services, care teams will learn that by asking patients the right questions and listening carefully to their responses, they can begin to identify and address social determinants, dramatically impacting patient outcomes as well as their own financial success under value-based care.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

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Infographic: Electronic Health Records as a GPS for Healthcare

March 18th, 2019 by Melanie Matthews

As foundational platforms of healthcare information, electronic health records (EHRs) could improve individual experiences for all healthcare industry stakeholders, according to a new infographic by Publicis Health.

The infographic examines the evolution of EHRs and how they could provide step-by-step support for healthcare consumers, much like a GPS provides turn-by-turn instructions to drivers.

A New Vision for Remote Patient Monitoring: Creating Sustainable Financial, Operational and Clinical OutcomesAs healthcare moves out of the brick-and-mortar traditional setting into patients’ homes and their workplaces, and becomes much more proactive, the University of Pittsburgh Medical Center (UPMC) has been expanding its remote patient monitoring program. The remote patient monitoring program at UPMC has its roots in the heart failure program but has since expanded to additional disease states across the integrated delivery system’s continuum of care.

A New Vision for Remote Patient Monitoring: Creating Sustainable Financial, Operational and Clinical Outcomes delves into the evolution of UPMC’s remote patient monitoring program from its initial focus on heart failure to how the program was scaled vertically and horizontally. Click here for more information.

Get the latest healthcare infographics delivered to your e-inbox with Eye on Infographics, a bi-weekly, e-newsletter digest of visual healthcare data. Click here to sign up today.

Have an infographic you’d like featured on our site? Click here for submission guidelines.

Guest Post: Americans Say Healthcare Isn’t the Consumer Experience Leader It Needs to Be

March 14th, 2019 by Nate Brogan

Healthcare consumer experiences are falling short of patients’ expectations, according to a West survey. West surveyed 1,036 adults and 317 healthcare providers in the United States to learn how Americans feel their healthcare experiences stack up against other consumer experiences. The survey revealed that, although patients want healthcare experiences to outshine other consumer experiences, 72 percent of patients feel healthcare is falling behind other industries in terms of delivering exceptional experiences. The solution? Patients suggest better communication is needed for healthcare to live up to consumer experience expectations.

More than half (56 percent) of providers agree that healthcare may be trailing other industries when it comes to delivering meaningful consumer experiences, the West survey revealed. Also, around one in three Americans believe healthcare organizations are not as focused on customer experiences as grocery stores (30 percent), travel companies (30 percent) and financial services companies (29 percent).

Lagging Healthcare Experiences

Patients who feel healthcare organizations need to raise the bar when it comes to delivering customer experiences point to billing and wait times as two of the areas where improved communication could make healthcare experiences better. Around one in three patients say healthcare bills are more confusing than other bills (30 percent) and doctors run late for appointments more frequently than service providers from other industries (35 percent). Both of those, patients say, detract from the overall healthcare consumer experience.

Transforming healthcare experiences—at least in regard to billing and wait times—may be as easy as making some simple communication adjustments. It doesn’t take much in terms of time or resources to send patients a text or email that notifies them when a doctor is running behind schedule. Most healthcare organizations already use patient engagement technology that enables teams to send patients automated messages to remind them about upcoming appointments. That same technology can be used to send other types of messages to patients—like a message to clarify a bill, for example.

Here is a closer look at two communication upgrades healthcare teams can make to deliver better experiences for patients:

Actively and clearly communicate about financial responsibilities.

Most patients agree that interpreting and paying medical bills is confusing. The financial stress of having to pay medical bills can be heavy enough. But add to it the confusion of trying to determine what amount is actually owed, what is covered by insurance, what services are included in billed costs, and the process of paying medical bills can become overwhelming. A majority of healthcare providers (61 percent) admit that they believe healthcare bills are more confusing than other bills. Unfortunately, healthcare’s lack of cost transparency and complicated billing can cause patients to feel negatively about their healthcare experiences. But some of that frustration can easily be avoided.

Sending messages to communicate about costs and payments can eliminate stress caused by medical bills and improve overall healthcare experiences for patients. Healthcare teams that use patient engagement technology to send appointment reminders can adapt their messages and use their existing technology to communicate about a variety of financial topics. This might mean sending patients messages following appointments to let them know when to expect a bill, what services will be included on their bill and what payment options are available to them. It could also mean following up with a message after a bill has been sent, to explain and clarify what costs are covered by insurance. According to West’s survey findings, only 15 percent of providers routinely send these types of messages. Making this type of increased communication a standard part of the billing process allows patients to better budget for healthcare expenses, and it lessens confusion and frustration—in other words, a big patient experience improvement.

Notify patients when there are delays or changes to scheduled appointments.

Another time when patients want increased communication is when doctors are running late. More than eight in ten patients (83 percent) think healthcare organizations are more likely than other companies to run behind schedule or keep them waiting. Because patients typically don’t find out about delays until after they arrive for an appointment, this causes a lot of waiting. Many providers don’t recognize quite how much of a problem waiting is, or that delays are a major frustration for patients. Less than half of providers (42 percent) think healthcare professionals actually run late more frequently than service providers in other industries. This explains why less than half (49 percent) of healthcare providers say that their patients receive notifications (text messages, voice calls or emails) when there are delays that impact their healthcare appointments.

It is unlikely that delays could be completely eliminated or that providers could maintain an on-time schedule 100 percent of the time. However, healthcare teams can certainly reduce waiting by leveraging their appointment reminder technology to communicate with patients when there are delays. Other industries send similar messages to alert consumers of delays. For example, airlines send messages to notify fliers of delayed and cancelled flights. By doing this, it allows consumers to adjust their arrival time and it helps minimize frustration. When healthcare teams send these types of communications to patients, they can show patients their time is valued and help them feel better about their healthcare experiences.

Patients hold healthcare to high standards; they want healthcare experiences to outshine other consumer experiences. Taking advantage of opportunities to use technology-enabled communications to better communicate with patients is an effective way to deliver better patient experiences. And doing so can help healthcare become the consumer experience leader patients expect it to be.

Nate Brogan

Nate Brogan

About the Author: Nate Brogan is an advocate for utilizing technology-enabled communications to engage and activate patients beyond the clinical setting, promoting the idea that engaging with patients between healthcare appointments in meaningful ways will encourage and inspire them to follow and embrace treatment plans—and that activating these positive behaviors ultimately leads to better outcomes for both healthcare organizations and patients. Brogan currently serves as President of Notification Services at West (www.west.com), where the healthcare mission is to help organizations harness communications to expand the boundaries of where, when, and how healthcare is delivered.