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MACRA/MIPS: Chutes & Ladders 2.0 – #HITsm Chat Topic

Posted on November 14, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

We’re excited to share the topic and questions for this week’s #HITsm chat happening Friday, 11/17 at Noon ET (9 AM PT). This week’s chat will be hosted by Jim Tate (@jimtate) from EMR Advocate and MIPS Consulting on the topic of “MACRA/MIPS: Chutes & Ladders 2.0.”

As Meaningful Use fades into the sunset we witness the arrival of the MACRA/MIPS program. The most significant change in Medicare Part B reimbursement in a generation has arrived. Fueled by the shift to “pay for value”, this zero-sum legislation guarantees there will be winners and losers. I am reminded of the childhood board game, Chutes & Ladders, where you were either climbing up or sliding down.

Join us as we dive into this topic during this week’s #HITsm chat using the following questions.

Topics for This Week’s #HITsm Chat:

T1: Is MACRA/MIPS fair to providers? #hitsm

T2: How prepared are Eligible Clinicians for MACRA/MIPS? #hitsm

T3: What are the potential impacts of the MIPS Composite Performance Scores being made public? #hitsm

T4: Part B drugs will be included in MIPS eligibility and reimbursement calculations. What are the possible consequences? #hitsm

T5: Will MACRA/MIPS deliver better care at a lower cost? #hitsm

Bonus: If you had the power to change anything, what would you change with MACRA/MIPS? #HITsm

Upcoming #HITsm Chat Schedule
11/24 – Thanksgiving Break!
Show some gratitude on Thanksgiving by thanking someone in the #HITsm community!

12/1 – Using Technology to Fight EHR Burnout
Hosted by Gabe Charbonneau, MD (@gabrieldane)

12/8 – TBD
Hosted by Homer Chin (@chinhom) and Amy Fellows (@afellowsamy) from @MyOpenNotes)

12/15 – TBD
Hosted by David Fuller (@genkidave)

12/22 – Holiday Break

12/29 – Holiday Break

We look forward to learning from the #HITsm community! As always, let us know if you’d like to host a future #HITsm chat or if you know someone you think we should invite to host.

If you’re searching for the latest #HITsm chat, you can always find the latest #HITsm chat and schedule of chats here.

Communication Strategies Must Include Caregivers, Too

Posted on November 9, 2017 I Written By

The following is a guest blog post by Chelsea Kimbrough from Stericycle Communication Solutions, as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms

Chelsea KimbroughMillions of healthcare-centric communications occur every day between providers, doctors, professionals, patients, and caregivers. These communications are often focused on the patient. This is a great thing, as the patient is the individual in need of care. Frequently, however, communication strategies are developed to meet patients’ needs and don’t truly consider how to best engage caregivers.

At one point or another, most of us will act as a caregiver for a child, spouse, or parent. We may even be responsible for coordinating multiple patient journeys at once. And should that responsibility come, we’ll likely find the best experiences with healthcare organizations that not only provide excellent patient care, but convenient communications.

According to the National Alliance for Caregiving and AARP, 48 percent of caregivers are 18 to 49-years-old. And as this population ages and more young individuals step into the caregiver role, more caregivers will have been raised in homes with Internet access, smartphones, and more. In order to create caregiver-friendly experiences, healthcare organizations should ensure their communication strategies are mobile-optimized, technology-driven, and readily accessible.

Already, caregivers are seeking out ways to simplify communications with healthcare organizations. Instead of making a telephone call to schedule an appointment, many are opting to schedule appointments on behalf of patients online. By providing an easy-to-use online scheduling platform, healthcare organizations can not only ensure busy caregivers can quickly secure an appointment, they can help drive new patient acquisition.

Likewise, appointment reminders – especially those delivered via text message, which are read in the first three minutes by 90 percent of recipients – can be incredibly beneficial for both patients and healthcare organizations. By sending out a strategically timed reminder in a way caregivers are sure to see, healthcare organizations can decrease no-show rates. Here at Stericycle Communication Solutions, we’ve seen no-show rates drop by as much as 80 percent once our appointment reminder solution was implemented – a figure that impacted both the organization’s population and financial health.

A few other ways healthcare organizations can ensure they are ready to meet caregivers’ evolving needs include:

  • Implementing a website that is mobile-friendly and up-to-date
  • Communicating the same information no matter the tool, technology, department, or professional someone may interact with
  • Ensuring the entities listed above have access to the information they need to provide consistent, reliable experiences
  • Answering all phone calls with a live, friendly voice prepared to meet their every need

Caregivers and patients alike want predictable and repeatable experiences no matter the communication channel they choose to interact with. Dubbed “omnichannel” experiences across commercial sectors, healthcare organizations should implement communication strategies and infrastructure that can keep pace with evolving technology and communication preferences. Healthcare organizations that are readily able to introduce new communication channels will be best positioned to secure loyalty and success.

To learn more about how consumer-minded patients are driving the need for omnichannel experiences in the healthcare industry, check out our recent e-book, OmniWhat?!

The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality telephone answering, appointment scheduling, and automated communication services. Stericycle Communication Solutions combines a human touch with innovative technology to deliver best-in-class communication services. Connect with Stericycle Communication Solutions on social media: @StericycleComms

Medical Data Impact to Financial Health, Disability and Job Protection – #HITsm Chat Topic

Posted on November 7, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

We’re excited to share the topic and questions for this week’s #HITsm chat happening Friday, 11/10 at Noon ET (9 AM PT). This week’s chat will be hosted by Kimberly George (@kimberlyanngeo) from @sedgwick on the topic of “Medical Data Impact to Financial Health, Disability and Job Protection.”

Short term disability, the Americans with Disabilities Act (ADA), the Family Medical Leave Act (FMLA) and similar leave of absence programs – including workers’ compensation – are designed to ensure the employment and income of the American worker is protected at a time of illness or injury. Regardless as to whether an employee is seeking wage reimbursement, a leave of absence, or a job accommodation, sufficient, accurate and timely medical documentation is required.

But what happens when accurate medical documentation is not received? Is incomplete? Or not received on a timely basis? The request for benefits is placed in a pending or denied status, wages are not paid or significantly delayed, and challenges mount for the patient.

While the burden to submit medical records, and supporting documentation falls to the patient, there is an uptick in payer and employer interest to help solve for the challenges of obtaining sufficient medical information on a timely basis. Medical documentation often requires diagnosis, subjective and objective medical information, including an assessment of functionality pertinent to the patient’s physical capabilities. This functional assessment is often defined by the benefit plan, law, and the employer’s policy.

Receipt of medical information on a timely basis is a major factor in the denial of disability benefits for people seeking support for a disability, leave of absence or workers compensation claim. Number one reason for a reversal of the denial is late receipt of the medical documentation.

The objective of this chat is for #HITsm community to share their insight, ideas and opinions about the identification, collection, and sharing of a patient’s medical and functional status with proper release of information to the payer directly. Quite simply, how can technology, process, policy and people speed up the process so patients and payers have the medical records needed to make accurate, timely and fair benefit decisions?

Reference Materials:

Join us as we dive into this topic during this week’s #HITsm chat using the following questions.

Topics for This Week’s #HITsm Chat:

T1: What issues, obstacles and/or missing capabilities prevent or hinder an individual’s ability to collect their medical records? #HITsm

T2: How are patients impacted when benefit approval requires medical documentation and medical records are not available? #HITsm

T3: How can patients, support networks, employers, government or others support the capture, storage & retrieval of medical records? #HITsm

T4: What technologies and/or new approaches can assist w/ capture, storage & retrieval of medical record data? #HITsm

T5: What reasonable policy and/or regulatory changes could be implemented to accelerate & expedite benefit processing on behalf of consumers? #HITsm

Bonus: What stakeholders, resources, & companies should be engaged to assist w/ building & delivering a medical records collection solution? #HITsm

Upcoming #HITsm Chat Schedule
11/17 – MACRA/MIPS: Chutes & Ladders 2.0
Hosted by Jim Tate (@jimtate) from EMR Advocate and MIPS Consulting.

11/24 – Thanksgiving Break!

12/1 – Using Technology to Fight EHR Burnout
Hosted by Gabe Charbonneau, MD (@gabrieldane)

12/8 – TBD
Hosted by Homer Chin (@chinhom) and Amy Fellows (@afellowsamy) from @MyOpenNotes)

12/15 – TBD
Hosted by David Fuller (@genkidave)

We look forward to learning from the #HITsm community! As always, let us know if you’d like to host a future #HITsm chat or if you know someone you think we should invite to host.

If you’re searching for the latest #HITsm chat, you can always find the latest #HITsm chat and schedule of chats here.

Second Opinions and Dr. Google – Fun Friday

Posted on November 3, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

I have a feeling that this cartoon might rub some people the wrong way. Although, on Fun Friday’s I’m never one to not share something as funny as this.

The key discussion point in this cartoon is doctors’ frustration with patients who are already “self-diagnosed.” Rational people know that there’s a need for balance and respect, but not everyone is rational. Patients should respect the doctor and collaborate with them in their diagnosis process. If patients aren’t careful it’s easy to see how it can go too far and show a lack of respect to the doctor. That said….

It’s also easy to see how doctors can be disrespectful to patients. In today’s #HITsm chat, Erin Gilmer commented that patients wanted to be treated as equals. I suggested that “equals” wasn’t the right term since they weren’t equals. Doctors know some things that patients don’t know and patients know some things that doctors don’t know.

Erin then suggested the term “respected” which is what I used above and I think is a great term to describe how the doctor-patient interaction should be. They should equally respect each other. If that were the case, the above cartoon wouldn’t be so funny.

Patient Burnout – #HITsm Chat Topic

Posted on October 31, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

We’re excited to share the topic and questions for this week’s #HITsm chat happening Friday, 11/3 at Noon ET (9 AM PT). This week’s chat will be hosted by Erin Gilmer (@GilmerHealthLaw) on the topic of “Patient Burnout.”

“We talk a lot about physician burnout. When do we talk about patient burnout?”

A few weeks ago I tweeted this out and it seems to have struck a nerve. Patient (and caregiver) burnout is a topic that is not addressed nearly enough outside of patient communities. However, burnout needs to be recognized and acknowledged in order to understand the patient experience and to create new solutions to improve health.

Patients are tasked with a lot to maintain and improve their health – things like scheduling appointments, dealing with insurance, managing multiple medications at the pharmacy, preparing for and going to appointments, communicating with healthcare providers, coordinating care between providers, and following care plans at home. All of this is in addition to their everyday lives – including family, work, social lives, and more – and dealing with sometimes very disabling conditions or while in great pain.

Providers who recognize this burnout may be able to understand why a patient might be “noncompliant” and find ways to address the patient’s needs. And those in HIT who want to create real change, can learn from the patient experience and work with patients to ease the burden patients face in managing their health.

Note: Before the chat, you might read: Rethinking the patient: using Burden of Treatment Theory to understand the changing dynamics of illness (open access).

Join us as we dive into this topic during this week’s #HITsm chat using the following questions.

Topics for This Week’s #HITsm Chat:

T1: What does patient burnout mean to you? #hitsm

T2: What would you like healthcare providers to know about patient burnout? #hitsm

T3: How could healthcare providers help you feel less burnt out? #hitsm

T4: What ways can technology help ease patient burnout? #hitsm

T5: What ways has technology made patient burnout worse? #hitsm

BONUS: What helps you deal with patient burnout? What advice would you give to other patients about burnout? Or what do you wish others had told you about burnout? #hitsm

Upcoming #HITsm Chat Schedule
11/10 – Medical Data Impact to Financial Health, Disability and Job Protection
Hosted by Kimberly George (@kimberlyanngeo) from @sedgwick

11/17 – TBD
Hosted by TBD

11/24 – Thanksgiving Break!

12/1 – Using Technology to Fight EHR Burnout
Hosted by Gabe Charbonneau, MD (@gabrieldane)

12/8 – TBD
Hosted by Homer Chin (@chinhom) and Amy Fellows (@afellowsamy) from @MyOpenNotes)

12/15 – TBD
Hosted by David Fuller (@genkidave)

We look forward to learning from the #HITsm community! As always, let us know if you’d like to host a future #HITsm chat or if you know someone you think we should invite to host.

If you’re searching for the latest #HITsm chat, you can always find the latest #HITsm chat and schedule of chats here.

Aggregating the Patient Perspective and Incorporating It Into Software to Change Healthcare – #HITsm Chat Topic

Posted on October 24, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

We’re excited to share the topic and questions for this week’s #HITsm chat happening Friday, 10/27 at Noon ET (9 AM PT). This week’s chat will be hosted by CP Nerve Center (@Cpnervecenter), Lisa Davis Budzinski (@lisadbudzinski), and Becky Brandt, RN (@bbhomebody) on the topic of “Aggregating the Patient Perspective and Incorporating It Into Software to Change Healthcare.”

“Fragmented Care” is costly and common

The term “feed forward” refers to designing an information system to collect patient data in real time as care is delivered. Data collection occurs from the first visit, and moves with the patient.

*If we cannot understand patients within our systems of care, how are we going to improve? Perhaps these problems can be overcome by designing data-rich, patient-centric, feed-forward information environments with real-time feedback using a novel approach that is described below.

*The objective is to turn an individual’s data into useful information that can guide intelligent action and to aggregate this patient-level information to show quantifiable results within the clinical microsystem, the healthcare macrosystem, and the community.

Join us as we dive into this topic during this week’s #HITsm chat using the following questions.

Topics for This Week’s #HITsm Chat:

T1: What extra data should be collected @ appts, to improve outcomes, patient satisfaction & help future patients? #hitsm

T2: Share an example of how Feed-Forward clinical data sytms have helped or harmed you as a pt, Or in caring for a patient. #hitsm

T3: What incentives could be used to create & improve patient centric clinical data systems? How do we connect more facilities? #hitsm

T4: Would patient satisfaction outcomes improve if patients carried full EHR on a thumb drive (etc), to share & update at the end of each visit? #hitsm

T5: Does your Doctor ask for your perspective about your plan of care or how your care is going? And about your satisfaction? #hitsm

BONUS: Is patient-centric care occurring at your medical facility? Are you asked your opinion? #hitsm

Upcoming #HITsm Chat Schedule
11/3 – Patient Burnout
Hosted by the Erin Gilmer (@GilmerHealthLaw)

11/10 – TBD
Hosted by TBD

11/17 – TBD
Hosted by TBD

11/24 – Thanksgiving Break!

12/1 – Using Technology to Fight EHR Burnout
Hosted by Gabe Charbonneau, MD (@gabrieldane)

12/8 – TBD
Hosted by Homer Chin (@chinhom) and Amy Fellows (@afellowsamy) from @MyOpenNotes)

We look forward to learning from the #HITsm community! As always, let us know if you’d like to host a future #HITsm chat or if you know someone you think we should invite to host.

If you’re searching for the latest #HITsm chat, you can always find the latest #HITsm chat and schedule of chats here.

Where Patient Communications Fall Short?

Posted on October 12, 2017 I Written By

The following is a guest blog post by Sarah Bennight, Marketing Strategist for Stericycle Communication Solutions, as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms

We are constantly switching devices to engage in our daily lives. In fact, in the last ten minutes I have searched a website on my desktop computer, answered a phone call, and checked several text messages and emails on my cellphone. Our ability to seamlessly jump from one device to the next affects our consumer behavior when interacting with places of business.

Today, we can order coffee and groceries online, web chat with our internet service company, and research store offerings before ever physically walking into a building. Traditionally, healthcare consumers had mainly phone support until the 2014 Meaningful Use 2 rule dictated messaging with a physician and patient portal availability. Recently, online scheduling and urgent care check in has been an attractive offering for consumers of health wanting to take control of their calendars and wait times.

Healthcare is certainly expanding functionality and communication channels to meet consumer demand. But where are we falling short? The answer may be relatively simple: data integration. Much like the clinical side of the healthcare business, integration is a gap we must solve. The key to turning technological convenience into optimal experience is evolving multichannel patient interactions into omnichannel support.

Omnichannel means providing a seamless experience regardless of channel or device. In the healthcare contact center, this means ensuring live agents, scheduling apps, chat bots, messaging apps, and all other interaction points share data across channels. It removes the individual information silos surrounding the patient journey, and connects them into one view from patient awareness to care selection, and again when additional care is needed.

In 2016, Cisco Connect cited four key reasons a business should invest in omnichannel consumer experiences, but I believe this resonates in the healthcare world as well:

  1. A differentiated patient and caregiver experience which is personal and interactive. Each care journey is unique, and their initial experiences should resonate and instill confidence in your brand. We now communicate with several generations who have different levels of comfort with technology and online resources. Offering multiple channels of interaction is crucial to success in the competitive healthcare space. But don’t stop there! Integrated channels connecting the data points along the journey into and beyond the walls of the care facility will create lasting loyalty.
  2. Increased profit and revenue. The journey to finding a doctor or care facility begins long before a patient walks in your door. Most of these journeys begin online, by interviewing friends, and checking online reviews. Once an initial decision is made to visit your organization, you can extend your marketing budget by targeting patients who might actually be interested in your services. When you know what your patients’ needs are, there is a greater focus and a higher chance of conversion.
  3. Maintain and contain operating costs. Integrating with EMRs is not always the easiest task. However, your scheduling and reminder platforms must be able talk to each other not only for the optimal experience, but also for efficient internal process management. For example, if a patient receives a text reminder about an appointment and realizes the timing won’t work, they can request to reschedule via text. Real time communication with the EMR enables agents currently on the phone with other patients to see the original appointment open up and grab the slot. Imagine the streamlining with the patient as well in an integrated platform. Go beyond the ‘request to reschedule’ return text and send a message says “We see that you want to reschedule your appointment. Here are some alternative times available”. Take it one step further with a one-step click to schedule process. With this capability, the patient could immediately book without a follow-up phone call reminder or staff having to hunt them down to book.
  4. Faster time to serve the patient. When systems and people communicate pertinent data, faster issue resolution is possible. Healthcare can be scary, and when you address patient and caregiver needs in a timely manner, trust in your organization will grow. In omnichannel experiences, a patient can search for care in the middle of the night online, and when they don’t find an appointment opening a call could be made. Imagine the value of already knowing that a patient was searching for a sick visit for tomorrow morning with Dr. X. With this data in mind, you are able to immediately offer alternatives and keep that patient in your system before they turn to a more convenient option.

You can see how omnichannel experiences are going to pave the way for the future of the contact center. Right now, the interactions with patients before and after treatment provide an enormous opportunity to build trust and further engagement with your organization. By integrating the data and allowing cross-channel experiences that build on each other, the contact center will extend into the main hub of engagement in the future. The time to build that integrated infrastructure is now, because in the near future new channels of engagement will be added and expected. Are you ready to deliver an omnichannel experience?

The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality call center & telephone answering servicespatient access services and automated communication technology. Stericycle Communication Solutions combines a human touch with innovative technology to deliver best-in-class communication services.  Connect with Stericycle Communication Solutions on social media: @StericycleComms

Why Should Patients Control Their Health Data? Here Are A Few Ideas.

Posted on September 29, 2017 I Written By

Anne Zieger is a healthcare journalist who has written about the industry for 30 years. Her work has appeared in all of the leading healthcare industry publications, and she’s served as editor in chief of several healthcare B2B sites.

Lately, healthcare organizations have begun working to give patients more access to their personal health data. They’ve concluded that the more control patients have, the more engaged they become in your care, which in turn leads to better outcomes.

But patient engagement isn’t the only reason for giving patients the keys to their PHI. In fact, organizational control of patient health data can cause problems for everyone in the healthcare data exchange chain.

An item found on the Allscripts blog does a nice job of articulating issues that can arise.  According to the blog item, those issues include the following:

  • The patient is in the best position to address inconsistencies in their medical record. For example, if one doctor diagnoses the patient with asthma, then another physician conclusively demonstrates the patient is not asthmatic, the patient can reconcile the two physicians’ conclusions.
  • Patients have a better overview of their care than most doctors. When a chronically ill patient sees multiple clinicians, their impressions may conflict with one another, but the patient can provide context on their overall conditions.
  • If a patient consents to multiple uses of their health data, and the consents seem to be in conflict, only the patient can articulate what their intentions were.
  • If the master patient indexing process generates a false match with someone else’s records, the patient will recognize this immediately, while physicians may not.
  • Giving patients control of the record allows them to decide how long those records should be maintained. Otherwise, HIEs — or other entities not bound by record retention laws — might destroy the data prematurely.
  • When patients have control of their data, they can make sure it gets to whomever they choose. On the other hand, patient data may not make it to other care settings if providers drop the ball.

To be sure, delegating control of their PHI to patients can go too far.

For example, if they’re transmitting most or all of their health data between providers, it could pose a significant administrative burden.  Patients may not have the time or energy to route the data files between their providers, assure that data has been received on the other end and make certain that the data was formatted in a way their clinicians can use.

Also, if the patient is chronically ill and sees multiple providers, they may end up having to manage a large body of data files, and not everyone can do so effectively. Ultimately, they may get too overwhelmed to send their records to anyone, or send the wrong records, which can create complications of its own.

Still, on the whole, healthcare organizations are giving patients more control of their health data for good reasons. When patients take responsibility for their health data, they’re far more likely to understand their condition and take steps to address problems. Establishing a balance between patient and provider control may be tricky, but it can and should be done.

Create Happier Healthcare Staff in 3 Easy Steps

Posted on September 14, 2017 I Written By

The following is a guest blog post by Chelsea Kimbrough from Stericycle Communication Solutions, as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms
Chelsea Kimbrough
Creating excellent patient experiences is the focus of nearly every healthcare organization. To do this, providers are increasingly turning to new patient engagement tools and technologies. It’s important to note, however, that patient experience woes cannot be mended with technology alone. The healthcare professionals facilitating communications and care will always play an integral role in patients’ overall satisfaction and loyalty.

Unfortunately, those providing in-person care are often distracted from important patient-facing responsibilities by front office tasks. Thankfully, many modern engagement tools are able to create more seamless operational workflows for healthcare professionals in tandem with enhanced patient experiences. But with the market growing increasingly competitive, it’s important to pick the tools and technologies that best serves both populations.

Outlined below are three steps healthcare organizations can take to create a more enjoyable workplace for their staff and what key capabilities are necessary to ensure the greatest ROI.

  1. Lessen the number of phone calls
    If the phone isn’t demanding attention, healthcare professionals are better able to focus their talent and effort on the patients and people in more immediate need of their expertise. This ability drives better health outcomes, operational efficiencies, and patient experiences.

    Telephone answering solutions and technology help achieve these results. However, it’s important whoever is answering your phones is prepared to handle any question, task, language, or call volume. Unfortunately, many internally-run call answering solutions are unable to swiftly manage fluctuating call volumes. By partnering with a third-party telephone answering service, healthcare organizations can ensure every call is met with exceptional care.

    When searching for a call center solution, healthcare organization should seek:

    • Flexible call answering solutions
    • Multilingual live agent support
    • Control over call flow & scripting
    • Proven experience & expertise
  1. Automate appointment reminders
    Patients crave convenient experiences – and so do healthcare professionals. Automating informational messages to patients, such as appointment reminders, population health notifications, and relevant event announcements, removes part of this communication responsibility from staff, directly enabling them to focus on in-person care.

    It’s important, however, that this particular service is able to integrate with the health systems’ EHR or EMR. This ability enables the health system to target a patient’s contact method of choice when sending automated messages, seamlessly enhancing their experience. And by communicating every interaction with the health system, staff members are kept informed and prepared to meet patients’ needs should they choose to reach out.

    When searching for a messaging solution, healthcare organization should seek:

    • Email, voice, and text messaging capabilities
    • Patient-specific customization
    • Easy message deployment
    • EHR/EMR connectivity
  1. Optimize patient scheduling
    Patients of all ages can benefit from a smoother appointment scheduling processes – and for many patients, online scheduling is the answer. By eliminating the need for a timely phone call, online scheduling better fits into the digitally-driven lives of today’s patients.  And when implemented properly, online scheduling can directly benefit both telephone answering and automated messaging, too.

    Because scheduling an appointment should be a pain-free process, healthcare organizations should simplify it by sending an automated reminder with a unique, secure link to digitally schedule an appointment from their phone, laptop, or other internet connected device. By choosing a tool that automatically communicates this information with the health system’s EHR, patients can call about their appointment and receive consistently accurate information no matter what healthcare employee answers the phone. What’s more, this particular patient engagement tool lessens the appointment scheduling burdening from staff, enabling them to provide better in-person care.

    When searching for an appointment scheduling solution, healthcare organization should seek:

    • Intuitive, user-friendly tools
    • Accurate appointment availability
    • Easy message deployment
    • EHR/EMR connectivity

When the right communication tools and technologies are implemented, entire healthcare organizations thrive. With the above three strategies and the technologies associated with them in place, healthcare professionals can better focus on patients with the reassurance their phones are answered by trained professionals, important messages are promptly delivered, and schedules are being filled.

Healthcare organizations that implement communication tools and technologies that benefit both patients and staff are better positioned to have happier, more satisfied team members. And with a happier staff tending to patients’ healthcare needs, organizations can better safeguard patient loyalty for years to come.

The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality telephone answering, appointment scheduling, and automated communication services. Stericycle Communication Solutions combines a human touch with innovative technology to deliver best-in-class communication services. Connect with Stericycle Communication Solutions on social media: @StericycleComms

Patients Want Customizations – Just Not Too Much!

Posted on August 10, 2017 I Written By

The following is a guest blog post by Cristina Dafonte, Marketing Associate of Stericycle Communication Solutions as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter:@StericycleComms
cristina-dafonteEverything around us is customizable: your laptop background, the layout of applications on your phone, any product dashboard you have access to. Customization sells, and consumers crave it. Consumers love to think that something is unique or special for just them, even if they know in their hearts that isn’t the case.

Patient engagement, especially appointment reminders, shouldn’t be the exception to the rule. We’ve far surpassed the days of the robo-dialer letting you know your doctor’s office was calling. Today, patients look for custom communications.

There are two ends of the spectrum that I have seen with customization of appointment reminders. The first is no customization at all.

Example: My dentist sends an email that is “Please click to confirm your appointment. We look forward to seeing you!” And includes a large CONFIRM button.

This message leaves me wondering a few things: when is my appointment? Which dentist am I seeing? What if I need to reschedule? What kind of appointment did I schedule? The message wasn’t personalized to my appointment or to me.

The second end of the spectrum is too much customization. I didn’t know it was possible to personalize a message too much until I received the following text message from my eye doctor:

(1/2) Hi Cristina, your contacts are ready for pick up. Please stop by the office at your earliest convenience to get them. Our office hours are 7-3pm on the first Monday of every month, 8-4pm every

(2/2) other Tuesday, and 8-6pm on the second Thursday of every month, and 7-12pm on Friday. Thank you for choosing [my eye doctor].

The first time I received that text message, I read it at least 3 times, trying to figure out what the office hours were for the day I needed to go get my contacts! That, my friends, is a reminder with too much customization.

Fortunately, the team at Stericycle Communication Solutions has figured out just the right amount of customization. Our patient communications are built on 4 pillars:

  1. Arrive: what needs to be done when the patient arrives
  2. Bring: what they need to bring for the appointment
  3. Prep: if there is any pre-appointment prep work that needs to be completed
  4. Do: any specific instructions for the patient’s arrival.

These best practices ensure that the patient feels the communication is specifically for them and that they have enough information to confidently and comfortably arrive at the office – without feeling bombarded with facts or instructions.

Want to learn more about Stericycle Communication Solutions’ patient engagement customizations? Download our FREE overview “Customizing Your Patient Engagement.”

The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality call center & telephone answering servicespatient access services and automated communication technology. Stericycle Communication Solutions combines a human touch with innovative technology to deliver best-in-class communication services.  Connect with Stericycle Communication Solutions on social media: @StericycleComms