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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

Why Provide Consumer-minded Communications? Patients Expect Them

Posted on March 9, 2017 I Written By

The following is a guest blog post by Chelsea Kimbrough, a copywriter for Stericycle Communication Solutions, as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms
Chelsea Kimbrough
With technology advancing rapidly, communication has become both more accessible and more difficult than ever before. Today, Americans nationwide communicate with their smartphones via various social media platforms, mobile calls, text messages, applications, and more. In fact, 80 percent of consumers now own a smartphone for personal use, which could include making purchasing decisions and seeking out support with not only commercial industries, but with healthcare organizations as well.

Patients instinctively utilize the communication methods they are most comfortable with when interacting with healthcare organizations. These often include traditional methods such as live voice appointment scheduling and telephone answering. But as healthcare consumerism has grown more prevalent, these methods also frequently include digital and automated solutions such as online self-scheduling, appointment reminders via text message, and other automated messaging options.

As a self-professed consumer-minded patient, I tend to seek out the latter communication methods when it comes time to contact my healthcare provider. If there is an option to schedule an appointment online from the comfort of my own home, I take it. When asked if I’d like to opt in for email, voice, or text message reminders and messaging, I always indicate ‘yes.’ And if given the opportunity to meet with my physician virtually rather than in the office, I jump at it.

These features and functionalities provide me with the freedom to more proactively manage my healthcare needs without disrupting my day-to-day responsibilities. This freedom is also why I’ve become a loyal patient to my local provider. And I’m not alone.

As reported by the Beryl Institute, 87 of consumers say the patient experience is extremely important overall and 67 percent report that it plays an extremely important role in their decision-making process. Communication plays a major part in what patients view as their patient experience. If my healthcare provider were to only provide traditional live voice services, I may not have been as apt to schedule an appointment. Similarly, if they focused solely on digital solutions, they could miss out on other valuable patients.

So, what’s the answer?

Healthcare organizations should holistically approach communications with a combination of traditional and technology-based communication methods. Patients must be able to communicate however they feel most comfortable, including via a traditional phone call or by receiving important appointment information via automated emails or texts. Healthcare organizations that provide a combination of live voice, digital, and automated communication support tools are more apt to meet the diverse and evolving expectations of their entire patient population. In turn, these same organizations are more likely to successfully foster ongoing patient loyalty and satisfaction.

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 the Ultimate Experience – Convenient, Considerate, and Compassionate

Posted on October 13, 2016 I Written By

The following is a guest blog post by Chelsea Kimbrough, a copywriter for Stericycle Communication Solutions as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms
Chelsea Kimbrough
For many patients – myself included – braving the doctor’s office can be a difficult, scary task. So, when I moved to a new state, I put off finding a new healthcare clinic. My procrastination recently turned to panic when the time for an annual wellness check arrived.

After researching local providers, reading countless patient reviews, and cross-examining healthcare capabilities, I hesitantly scheduled an appointment. When the appointment finally passed, I was surprised to not only enjoy the experience, but to confidently schedule another. Here’s why:

  1. They offered patient-friendly online self-scheduling. With a majority of my weekdays absorbed by work, I had little opportunity to make phone calls. But with the option of online self-scheduling, I was able to schedule an appointment at a time and in a way that worked best for me.
  2. They ensured I was aware of and prepared for my upcoming appointment. I received a text message prompting my appointment confirmation and an email outlining what I needed for the appointment. Both these nontraditional communications supported my appointment’s success.
  3. My wait time was minimal. From the moment I arrived, I was met with friendly, courteous support. And before leaving the facility, I was able to quickly schedule a follow-up appointment – all of which minimally impacted the remainder of my day.
  4. I received one-on-one, thoughtful attention and service. And for a nervous patient, this was the difference between loyalty and abandonment.
  5. I was able to provide feedback about my experience. Though my feedback was primarily positive, I appreciated that my opinions and experience were valued.

Though online reviews helped me make my initial decision to schedule an appointment, the entire experience is what put my nervousness at ease. From an online self-scheduling option to a post-appointment survey, this organization’s patient-focused approach was both a novel and welcome experience, and is what will ensure I continue trusting my health in their care 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

Modern Day Healthcare Tools and Solutions Can Enhance Your Brand Integrity and Patient Experience

Posted on August 11, 2016 I Written By

The following is a guest blog post by Chelsea Kimbrough, a copywriter for Stericycle Communication Solutions as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms
Chelsea Kimbrough
Digitally speaking, the healthcare market is more crowded than ever – and finding the perfect provider, practice, or physician online can quickly become an arduous task for even the most tech-savvy patient. But healthcare organizations that dedicate the time, effort, and resources to create a unique digital presence, enhance their search engine optimization (SEO), and reinforce their brand integrity can cut through oversaturated search results to acquire and retain more patients.

In today’s consumer-driven world, shopping for the ideal healthcare organization is quickly becoming the norm. More and more frequently, patients are turning toward the internet during their hunt. In fact, 50 percent of millennials and Gen-Xers used online reviews while last shopping for a healthcare provider. And with 85 percent of adults using the internet and 67 percent using smartphones, accessing this sort of information is easier than ever before.

This ease of access has led patients to adopt more consumer-like behaviors and expectations, such as valuing quality and convenience. Healthcare organizations that proactively ensure their brand image, digital presence, and patient experience cater to these new expectations could be best positioned to thrive. By providing convenient, patient-centric healthcare tools and services, organizations can help facilitate this effort throughout every step of the patient journey.

One such tool is real-time, online appointment self-scheduling, which 77 percent of patients think is important. In addition to adding a degree of convenience for digitally-inclined patients, online self-scheduling tools can support your healthcare organizations’ key initiatives – including driving new, commercially insured patient growth. By using an intuitive way to quickly schedule an appointment, potential patients’ shopping process can be halted in its tracks, ensuring more patients choose your organization over a competitor’s. And with the right tool, your search rankings and discoverability, or SEO, could be significantly enhanced.

Reaching patients where they are most likely to be reached is another way to improve your brand experience. Like consumers, patients are often connected to their phones – so much so that text messages have a 98 percent open rate. Organizations that leverage automated text, email, and voice reminders can successfully communicate important messages, boost patients’ overall satisfaction and health, and improve appointment and follow-up adherence – ultimately setting themselves apart from competitors.

Other digital tools, technologies, and communication strategies can help fortify your brand’s digital standing and patients’ satisfaction, including social media outreach, useful email campaigns, and more. Whatever method – or methods – best serve your organization, it’s important they help improve your SEO, enhance patients’ overall accessibility and experience, and support your brand values and initiatives.

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