“The Patient Experience is not just another initiative you can measure and plan your way through; it requires direct, personal and in-the-moment efforts to achieve the greatest results.”
- The Beryl Institute, The State of Patient Experience, 2013
Reimagine Patient Engagement by Adopting the Technologies They Want and Use Every Day
Today's providers are confronted with an increasing number of challenges as they shift to a ‘value not volume’ patient centric coordination of care model. They must meet demand by empowering patients to take control of their health; better engaging family members; improving staff coordination and communications—and digitally connecting core technologies from front to back.
Implementing mobile, self-service, omni-channel, and staff management solutions into the patient access center will improve the patient journey every step of the way from scheduling appointments and coordinating care, to diagnosis and follow up.
Appointment Management – Automate Common Scheduling Tasks
Minimize no-shows, book more appointments and eliminate manual calls to keep staff resources focused on patient care than coordination. Send patients automated SMS, email, and voice reminders when appointments are booked and enable them to confirm, cancel, or request a reschedule all within the same interaction.
Admission Preparation, Discharge and Follow-up Care – Conversational Exchanges through Self-Service
Anticipate patients’ needs and proactively provide answers to common questions through digital channels such as SMS. Turn one-way reminders and notifications into two-way conversations using interactive text response and natural language understanding. Keep patients informed using secure digital channels such as SMS, email and mobile apps to provide access to admission, pre-operative and appointment information—and help patients manage their health by providing access to follow up care resources and prescription refill reminders. Use the same channels to keep family members engaged about transition of care and facility information.
Nurse and Staff Engagement – Reduce Staff Turnover and Improve Retention
Empowering nurses and staff with the same popular technologies you engage your patients with – including SMS, chat, and mobile apps – so they can easily communicate with other care team members. Mobile, staff management tools enable nurses to manage their schedules and request shift changes wherever, whenever.
Nurse Triage and Inbound Management
Use omni-channel solutions to better serve patient inquiries without straining resources. Inbound skills-based routing through voice, SMS, chat and email ensures patients are directed to the best skilled staff whether it is for rescheduling an appointment, a consultation or referral, or emergency. Patients will be able to move from self-service to live assistance at any time regardless of channel. Implement chat bots on FAQ pages to deliver fast, quality answers to simple questions.
Create a Digital Patient Journey through Solutions Integration
Centralize patient communication, whether inbound or outbound. Eliminate departmental communication silos, expedite patient requests, and provide consistency across all touch points by integrating self-service and omni-channel solutions to EHR and CRM platforms such as Epic and Microsoft Dynamics.