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Can Online Self-Scheduling Really Change the ER and Urgent Care Experience? – Communication Solutions Series

Posted on June 9, 2016 I Written By

The following is a guest blog post by Laura Alabed-Olsson, Marketing Manager of Stericycle Communication Solutions, as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter:@StericycleComms
Laura Alabed-Olsson
As a part of the team behind online self-scheduling solution InQuicker, I am asked this question a lot. When you’re dealing with the sickest of the sick of patients, can online self-scheduling really make a difference? Yes, it can. Let’s begin by looking at things from a patient’s perspective.

Imagine you’re sick. Really sick. You haven’t showered in a day or so. You’re in your pajamas and buried under the covers in your bed. Even if your favorite ER or urgent care is the best of the best – think big-screen TV, a beverage bar and a tall stack of your favorite magazines – wouldn’t you rather wait from home than this palace of a waiting room? Online self-scheduling makes this possible. You simply go to your preferred provider’s website. Select an estimated treatment time. Provide some basic information. And then you wait from home until it’s time to be seen. It’s that easy. (You still feel crummy, but at least a little bit happy that you won’t have to wait long when you get there, right?)

Now, let’s look at it from a provider’s perspective. With online self-scheduling, you have the benefit of knowing who’s coming in, why they’re seeking care, and when they’ll arrive – giving you plenty of time to prepare space and allocate resources. Online self-scheduling supports operational efficiency, big time.

Running behind and fearful that you can’t see a self-scheduled patient at their estimated treatment time? No problem. Just let them know when you’ll be ready, so that they can adjust their timing. Then, bask in the glow of knowing that when they do arrive, they’re certain to be happier than they would have been had they been sitting in the waiting room the entire time. Talk about getting the patient-provider relationship off on the right foot!

Today’s patients want – and increasingly expect – a patient-centric approach to healthcare. Online self-scheduling supports this (along with patient acquisition and retention, operational efficiency and care coordination). In fact, across the clients that use InQuicker for their online scheduling needs, we see patient satisfaction rates that average 90 percent.

Yes, online self-scheduling really can change (and improve) the ER/urgent care experience. Do you want happy patients and happy providers? Online self-scheduling could be the answer.

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

Healthcare in an E-Commerce World – Communication Solutions Series

Posted on April 14, 2016 I Written By

The following is a guest blog post by Laura Alabed-Olsson, Marketing Manager of Stericycle Communication Solutions, as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter:@StericycleComms
Laura Alabed-Olsson
These days, it seems as though I can’t pickup an industry publication, or even a major daily newspaper, without finding at least one article on healthcare consumerism. Consumers want to shop for healthcare the way they shop for TVs and cars, they say. Consumers expect cost information, quality ratings and anytime access, too, they tell us.

All of this makes me wonder: For healthcare providers that have long operated in a traditional, not so consumer-centric world, where does one begin? Results from a handful of recent surveys offer some insights:

  1. More than 40% of consumers say that information found via social media affects the way they deal with their health.
  1. 77% of consumers use online reviews, often found on sites like Yelp and Healthgrades, as their first step in finding a new doctor.
  1. 56% of consumers have actively looked for healthcare cost information before getting care; 21% of these have compared prices across multiple providers.
  1. Consumers expect the same online service in healthcare that they see in other industries, and they will switch providers to get it.

So, let’s dig in.

Insight #1: 40% of consumers turn to social media for healthcare information. This statistic may not come as a surprise, especially when you consider the number of patients sitting in waiting rooms – or restaurants or coffee shops or wherever  – with phone in hand, endlessly scrolling Facebook, Twitter or Instagram.  What is surprising is how relatively few healthcare providers are pursuing this captive audience with educational content that accurately informs consumers about health-related issues (while simultaneously addressing demands for a “connected” experience). Is your organization leveraging social media to educate and engage with patients? Perhaps it should be.

Insight #2: 77% of consumers look to online reviews when choosing a provider. To further validate this point: Did you know that Healthgrades.com, the for-profit site that shares a variety of information about physicians, hospitals and other provider organizations, gets a million hits a day? Clearly, consumers have an appetite for information on patient satisfaction and clinical outcomes. Is this information readily available on your organization’s website? If you don’t provide it, others will and, in doing so, they are poised to steer prospective patients elsewhere.

Insight #3: 56% of consumers are paying attention to healthcare costs. While the idea of comparison shopping for healthcare is a relatively new one, it’s one that consumers and providers alike must embrace (consumers, because they’re increasingly accountable for a greater share of out-of-pocket costs, and providers, because cost transparency is the new norm – and if you want to effectively compete with traditional providers, retail clinics, telemedicine, docs-on-demand and whatever comes next, you’ve just got to get onboard). Is your organization empowering patients to make thoughtful decisions? A cost estimator on your website – or even a promise to have cost information available when patients request it – could make for a great start.

Insight #4: Healthcare consumers want an online experience that mirrors what’s being offered by retailers like Amazon, Southwest Airlines and OpenTable. When consumers want to book an airline ticket or reserve a table at their favorite restaurant, they don’t have to pick up the phone and call between 9 a.m. and 5 p.m. They hop online when it’s convenient for them and, in just a few clicks, they’ve gotten what they want. Why should healthcare be any different? By offering online self-scheduling on your website, you’re giving patients 24/7 access to care – and you’re doing it in a way that is familiar and convenient for them. Does your organization offer a way for consumers to access care when and how they want to? Research suggests it should.

Healthcare consumerism requires a significant shift in how providers serve patients, for sure. But in just a few, small steps – like those mentioned here – you can be on your way.

The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality telephone answeringappointment 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

Consistency, Consistency, Consistency – It’s a Must in This Age of Healthcare Consumerism

Posted on March 10, 2016 I Written By

The following is a guest blog post by Laura Alabed-Olsson, Marketing Manager of Stericycle Communication Solutions, as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter:@StericycleComms
Laura Alabed-Olsson
Whether I’m visiting my favorite restaurant, online shopping from the couch, or navigating airport security (grrrr), for me, consistency counts.  In fact, it’s amazing how even the most daunting of tasks can seem more manageable when I know exactly what to expect.

Research shows that I’m not alone in my preference for predictability and familiarity, especially as it relates to consumerism.  A 2014 study of 27,000 American consumers by McKinsey & Company found that a consistent customer experience across the entire customer journey increases satisfaction, builds trust and boosts loyalty.  Similarly, a 2015 study by King Brown Partners found that 80% of people agree that consistent consumer experiences strongly impact brand perception.

You may be wondering what all of this has to do with healthcare.  Do your patients (and prospective patients) really think about shopping for a TV and shopping for healthcare in the same way? In this world of high-deductible health plans, narrow networks and walk-in clinics on every corner, yes.

Consider this:

  • 92% of consumers want more control over their personal health. [1]
  • 52% report searching online for health or care-related information. [2]
  • 91% say they are loyal to their doctor, yet 44% may change for a more convenient location and 33% may change for a lower cost. [3]
  • 67% say the overall patient experience plays an extremely important role in their decision-making process. [4]

The consumer mindset has clearly taken root in healthcare. While slashing prices or relocating to a more convenient location likely isn’t possible, thankfully, there are simple things providers can do now to deliver a consistent, consumer-centric experience that gets and keep patients.

  1. Ensure customer satisfaction during each and every encounter – and across all channels. This means having staff, protocols and supporting mechanisms (from online self-scheduling to after hours call support) in place during regular office hours and beyond. Today’s healthcare consumers expect 24/7 access and the most successful providers deliver.
  1. Communicate with patients frequently and in a way that’s convenient for them. A majority of patients believe that technology supports better care, so use it to reach out with appointment reminders, preparation and discharge instructions, preventive health reminders, and messaging that helps with disease management. Doing so supports a stress-free (and wonderfully predictable) care experience – while also minimizing scheduling gaps and boosting population health.
  1. Welcome questions (above and beyond the regular ones). This new age of healthcare consumerism can be challenging for providers and patients alike. By welcoming patient questions specific to once taboo subjects like cost, quality and alternative therapies, you’re helping build trust, loyalty and a better healthcare consumer – and that’s good for your patient, your business and the healthcare industry at large.

Yes, consistency is where it’s at…the numbers don’t lie. Are you delivering?

The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality telephone answeringappointment 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

References:
[1] Ipsos, Pfizer and the National Council on Patient Information and Education, April 2015
[2] Deloitte’s 2015 Survey of US Health Care Consumers
[3] RBC Capital Markets Consumer Health & Information Technology Survey, April 2015
[4] Beryl Institute, September 2015

GINA, Runtastic, and The Future of Patient Engagement: Around HealthCare Scene

Posted on August 19, 2012 I Written By

Katie Clark is originally from Colorado and currently lives in Utah with her husband and son. She writes primarily for Smart Phone Health Care, but contributes to several Health Care Scene blogs, including EMR Thoughts, EMR and EHR, and EMR and HIPAA. She enjoys learning about Health IT and mHealth, and finding ways to improve her own health along the way.

EMR and HIPAA

Worried about HIPAA? Don’t Forget GINA

If remember HIPAA regulations wasn’t hard enough when it comes to EMR security, a new factor is being brought to the table: GINA. GINA, which stands for Genetic Information Non-Discrimination Act, primarily aimed at the workplace. The purpose of GINA is to prevent employers from requesting or obtaining any genetic information concerning an employee at any time. This post discusses GINA, and possible issues that may be related to it.

Hospital EMR and EHR

Medicare’s New Requirement for Evidence-based Order Sets

This is a guest post by Sean Benson, co-founder of ProVation Medical. He discusses the new changes to Medicare’s Conditions of Participation for hospitals that recently went into effect. These changes were small, but significant, and Benson clears up things that might be confusing, and clarifies the new requirements.

5 Mistakes Healthcare Vendors Make in Tracking Customer Satisfaction

The company, KATALUS Advisors, focuses quite a bit on helping healthcare vendors interact with their clients. Chris O’Neal, Managing Partner at KATALUS Advisors, recently created a list of the top 5 mistakes that he sees healthcare vendors make in tracking customer satisfaction. He mentions the importance of customer satisfaction, and how “savvy” vendors are finding ways to avoid this pitfalls.

Smart Phone Health Care

Runtastic Makes Tracking Exercise Easier and More Fun

As a follow up to a recent post about apps for runners, this post has a review of another great running app, Runtastic. The app has tons of features, including a 3D Google Earth view of completed workouts. The basic app is free to download, however, upgrades and exercise plans are available for a fee.

FDA Approves Voice Guided Epinephrine Injector: Auvi-Q

Many people are plagued with allergies, and at times, have to rely on an epinephrine injector to save their lives. However, when an allergic reaction happens, the victim may not be able to use the injector themselves. As a solution, the FDA has recently approved an epi pen, called the Auvi-Q, which provides step by step audio on how to use the injector and save a life.

EHR and EMR Videos

GetWellNetwork Unveils the Future of Patient Engagement Video

GetWellNetwork released a video recently which illustrates how innovations in IPC will improve outcomes for patients for hospitals by becoming a part of everyday life. IPC has been implemented in over 20,000 hospital beds across the US and GetWellNetwork has been leading the way for IPC.