Archive for the ‘Customer Service’ Category

Infographic: State of the Consumer Healthcare Experience

January 27th, 2017 by Melanie Matthews

State of the Consumer Healthcare Experience

More than ever, consumers must make difficult choices while trying to navigate through a complex and fragmented healthcare system, often while they are hurting and feeling sick, stressed and overwhelmed. To better understand what people think about their role as the "CEO of their healthcare," Accolade created the Consumer Healthcare Experience Index, which sheds light on how individuals are making health-related decisions, what's impacting these decisions and where they need the most help.

A new infographic by Accolade examines the hurdles that patients face that can impact the patient experience and how healthcare organizations can address these hurdles.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health SystemIntermountain Healthcare's strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain's multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

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Infographic: Improving HCAHPS Scores Through Healthcare Design

January 18th, 2017 by Melanie Matthews

Only two of the 32 HCAHPS survey questions focus directly on the healthcare physical environment, but the patient experience is shaped by a variety of healthcare design factors that influence all survey questions, according to a new infographic by the American Society for Healthcare Engineering. Hospital layouts can affect staff responsiveness. Communication scores can improve by designing quiet spaces. Research shows patients' perception of cleanliness can be improved with lighting, décor, and furniture choices, and that pain management is influenced by positive distractions, such as views of art and nature—concepts of active healthcare design.

The infographic examines how Cape Coral (Fla.) Hospital, part of Lee Memorial Health System, improved HCAHPS scores through patient-centered healthcare design with its "Pathway to Discovery" project.

Improving HCAHPS Scores Through Healthcare Design

Health Analytics in Accountable Care: Leveraging Data to Transform ACO Performance and Results Between Medicare's aggressive migration to value-based payment models and MACRA's 2017 Quality Payment Program rollout, healthcare providers must accept the inevitability of participation in fee-for-quality reimbursement design—as well as cultivating a grounding in health data analytics to enhance success.

As an early adopter of the Medicare Shared Savings Program (MSSP) and the largest sponsor of MSSP accountable care organizations (ACOs), Collaborative Health Systems (CHS) is uniquely positioned to advise providers on the benefits of data analytics and technology, which CHS views as a major driver in its achievements in the MSSP arena. In performance year 2014, nine of CHS's 24 MSSP ACOs generated savings and received payments of almost $27 million.

Health Analytics in Accountable Care: Leveraging Data to Transform ACO Performance and Results examines program goals, platforms, components, development strategies, target populations and health conditions, patient engagement metrics, results and challenges reported by more than 100 healthcare organizations responding to the February 2016 Digital Health survey by the Healthcare Intelligence Network.

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: The Improving State of the Patient Experience

June 29th, 2016 by Melanie Matthews

Redefining the patient experience is a number one priority for healthcare organizations. Modern technology goes a long way toward improving patient interactions, according to a new infographic by CDW Healthcare.

The infographic highlights some of today's patient experience improvements.

Intermountain Healthcare's strategic six-point patient engagement framework not only has transformed patient care delivered by the Salt Lake City-based organization but also has fostered an attitude of shared accountability throughout the not-for-profit health system.

Framework for Patient Engagement: 6 Stages to Success in a Value-Based Health System details Intermountain's multilayered approach and how it supports its corporate mission: Helping people live the healthiest lives possible.

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: Improving the Patient Experience

July 29th, 2015 by Melanie Matthews

Some 67 percent of healthcare executives agree that the role of customer service will change more in the next two years than in the last 10, according to a new infographic by Aspect.

The infographic compares the healthcare industry's focus on the consumer experience with other industries and the percent of healthcare organizations that offer technology-enabled customer service applications.

11 Profitable Value-Based Reimbursement Models: Lessons from Early AdoptersCMS's ambitious agenda for moving Medicare into alternative payment models is driving the U.S. healthcare system toward greater value-based purchasing at a furious rate. Private payors also have pledged to continue to shift payments away from fee for service and into alternative payment models such as accountable care organizations (ACOs). Fortunately, many healthcare organizations are already exploring value-based payments—often a single innovation at a time—testing models that reward providers for meeting Triple Aim goals of improving patient experience and population health while reducing healthcare's per capita cost.

11 Profitable Value-Based Reimbursement Models: Lessons from Early Adopters encapsulates nearly a dozen such approaches, from Bon Secours' building of a business case for its multidisciplinary care team to the John C. Lincoln ACO's deep dive into data analytics to identify and manage the care of high-risk, high-cost 'VIP' patients to 'beat the benchmark' to WellPoint's engagement of specialists in care coordination.

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

Infographic: 7 Ways to Improve Patient Satisfaction

September 12th, 2014 by Melanie Matthews

With healthcare transparency and the patient experience playing a larger role in not only the rating of healthcare organizations, but also reimbursement formulas, healthcare providers are playing closer attention to patient satisfaction levels.

Leading Reach, a patient engagement company, outlines seven strategies for healthcare providers to improve patient satisfaction levels.

7 Ways to Improve Patient Satisfaction

Value-Based Reimbursement Answer Book: 97 FAQs on Healthcare Models, Measures and MethodologyIf one trend has transformed the healthcare industry post-ACA more than any other, it is the market's new business model rewarding value over volume. Value-Based Reimbursement Answer Book: 97 FAQs on Healthcare Models, Measures and Methodology provides a framework for healthcare's new value proposition, with advice from thought leaders steeped in the delivery and reimbursement of value-based care.

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

Infographic: Healthcare.gov is Fundamentally Flawed

November 22nd, 2013 by Jackie Lyons

The launch of the healthcare.gov website was plagued with large-scale problems, and some of the issues have yet to be fixed.

Only .38 percent of visitors- or 36,000 people - were able to complete enrollment on the healthcare.gov website, according to a new infographic from Healthcare-Administration-Degree.net. This infographic also outlines specific issues with the site, market efficiency, repercussions of centralizing health data and more.

Healthcare.gov is Fundamentally Flawed

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.

You may also be interested in this related resource: The Financial Professional's Guide to Healthcare Reform.

Infographic: Job Satisfaction for Nurses Helps Enhance Patient Outcomes

November 20th, 2013 by Jackie Lyons

When nurses enjoy their jobs and intend to stay in their positions long-term, patient outcomes improve, according to the American Nurses Association (ANA).

As a result, infection rate decreased by 87 percent in two years, according to a new infographic from ANA. The infographic shows additional ways patients benefit from having satisfied nurses, as well as other trends in the nursing profession.

Job Satisfaction for Nurses Helps Enhance Patient Outcomes

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.

You may also be interested in this related resource: Health Care System Transformation for Nursing and Health Care Leaders: Implementing a Culture of Caring.

Infographic: Will Google Glass Revolutionize Healthcare?

August 28th, 2013 by Jackie Lyons

With so many emerging healthcare technologies, a shift toward telehealth and a focus on patient satisfaction, Google Glass could serve several roles in the healthcare industry. It could function as an aid or teaching tool during surgery and procedures, a way to personalize patient engagement and a way to track patients and notify physicians, according to a new infographic from MHADegree.org.

Additionally, Google Glass can provide immediate access to "content-based medical records" beyond what a physician can see on a computer screen. The infographic outlines the pros and cons of its role in healthcare, as well as the possible uses by physicians, patients and healthcare providers.

Will Google Glass Revolutionize the Medical Industry?
Source: MHADegree.org

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.

You may also be interested in this related resource: Cases on Healthcare Information Technology for Patient Care Management.

Medicare Aims to Improve User Experience

September 7th, 2012 by Cheryl Miller

Medicare user

Two new initiatives designed to help Medicare beneficiaries better understand their benefits are now available.

CMS has redesigned its Medicare Web site, Medicare.gov, in an attempt to simplify the language and home page layout and make the content more accessible and quicker to navigate for Medicare beneficiaries, families and caregivers.

Users can now do the following directly from the home page:

  • Search for whether a specific test, item, or service is covered under original Medicare;
  • Get customized information based on a beneficiary’s specific situation;
  • Get quick links to replace a lost Medicare card, find a Medicare Advantage or prescription drug plan, and get help with healthcare costs.

And HHS has partnered with five major pharmacies to make educational materials on Medicare benefits more widely available, including information on newly available preventive services, and savings on prescription drug spending in the “donut hole” coverage gap.

Some examples of how the pharmacy partners, which include CVS Caremark, Walgreens, Thrifty White, Walmart, and Sam’s Club, will work together to increase awareness include the following:

  • CVS Caremark will distribute material to beneficiaries at its more than 7,300 CVS/pharmacy stores and 600 MinuteClinic locations, through brochures, register receipt messages and online;
  • Thrifty White pharmacy will provide information through its 85 locations throughout the midwest;
  • Walgreens will distribute information in nearly 8,000 pharmacies and over 350 Take Care Clinic locations, as well as use in-store announcements;
  • HHS will also work with Walmart and Sam’s Club to provide healthcare information to their shoppers online.

Other pharmacies or partners can find information on how to work with CMS to educate consumers about the benefits available to them, while interested users can visit the new Medicare benefits site.

EHR No Substitute for Population View Provided by Registries

January 31st, 2012 by Patricia Donovan

The proliferation of EHRs is driving the format and functionality of patient registries today, according to new market research from the Healthcare Intelligence Network.

However, healthcare experts note that EHRs are no substitute for a registry.

“Registry functionality is not always the same as an EMR,” cautions Julie Schilz, manager, IPIP and PCMH for the Colorado Clinical Guidelines Collaborative. “Registry functionality is the ability to understand your patient population and their needs, whether they are being managed against evidence-based guidelines, being able to support outreach to patients who might be falling outside of the guidelines and understand per provider how their patients are being managed against evidence-based guidelines."

The registry is used in a positive way for quality improvement, Schilz notes, not as a stick to suggest that providers and their care team are not managing effectively.

“The registry is utilized to help manage the patient population and understand how, in using the measures as a proxy, the systems that the practices put into place are having the desired impact on patient population for both health and healthcare delivery,” she concludes.

While more than two thirds of 2008 survey respondents favored freestanding database-centered registries, the trend in 2012 is toward registries as a component of an EHR, as reported by one-third of 2011 respondents, or Web-based registries, used by another 29 percent of this year’s respondents.

Registry use has remained constant at about 50 percent since HIN last surveyed the healthcare industry on this topic in 2008.

This year’s analysis also found that registries are used more than three times as often today to generate health alerts and reminders for appointments and preventive services. Only a quarter of 2008 respondents were using registries in this proactive manner. Whether as simple as an Excel® spreadsheet or a module in an EHR, healthcare organizations have warmed to the patient-tracking features and the population-eye view that registries deliver.

“To move primary care forward, you want the care team to begin preparation for visits well in advance of the patient arriving,” adds Michael Erikson, vice president of primary care services for Group Health Cooperative, an organization touted by CMS for its advanced and comprehensive primary care services. “With our EMR, which has registry-like functions within it, we know the care gaps of the patients who are coming for a visit; we see all their HEDIS measures. The team begins, one to three days before visits occur, to look for any of those care gaps, so that when a patient arrives for a visit, not only are we responding to their acute need, but we are also responding comprehensively to address any care gaps, whether that be a chronic illness, a preventive need or an acute need.”