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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

MGMA17 Day 1 – Drawing Inspiration from Consumer Experience

Posted on October 9, 2017 I Written By

Colin Hung is the co-founder of the #hcldr (healthcare leadership) tweetchat one of the most popular and active healthcare social media communities on Twitter. Colin speaks, tweets and blogs regularly about healthcare, technology, marketing and leadership. He is currently an independent marketing consultant working with leading healthIT companies. Colin is a member of #TheWalkingGallery. His Twitter handle is: @Colin_Hung.

Last night, attendees celebrated the opening of the Medical Group Management Association’s annual conference (MGMA17) in Anaheim CA with a block party that featured local food trucks instead of traditional food-stations. This welcome twist allowed attendees to sample small portions from several vendors.

The block party was a reflection of the exhibitor reception that happened earlier in the evening. With just 90 minutes, attendees could only sample a small portion of the 300 vendors that filled two halls in the Anaheim Convention Center. Despite that short amount of time, a key theme emerged – consumer experiences are serving as inspiration for HealthIT companies.

Ken Comée, CEO of CareCloud, summed it up this way: “Patients have high expectations from their healthcare providers now. They want the same level of service and convenience that they get from Amazon, Uber, OpenTable and banks.”

Prominently featured in the CareCloud booth was Breeze – a recently announced platform developed in partnership with First Data (see this blog post for more details). Comée had this to say about their new platform “If I had to compare Breeze to a consumer experience, I would have to say that it is most similar to checking in for a flight. Very few people check in for their flight in-person at the airport anymore. Almost everyone checks in at home on their computer or via their phone well ahead of their flight. You fill in all the relevant information online and you just show up to the airport and go where you need to go. There’s no paperwork you have to fill out, no need to arrive early…it’s just a smooth seamless experience. Armed with Breeze, our clients can now offer that same airline check-in experience with new as well as returning patients.”

A few booths over, David Rodriguez founder of NextPatient, talked about how OpenTable was one of the inspirations for their online appointment-booking platform. “In today’s world, when a person arrives at the website of a restaurant, they want to be able to see the times when they can make a reservation and they want to be able to click the time they want, fill in no more than 2 or 3 key pieces of information and lock it in. That’s what we offer physician practices – an elegant way to allow patients to click and book an appointment right from the practice’s own website without complex coding.”

Calibrater Health, a company that texts surveys to patients after a visit and creates “tickets” for any responses with a low NPS, was inspired by ZenDesk. Though not technically a consumer-facing application, ZenDesk does help companies forge and manage relationships with end-users by streamlining customer-service workflows, something Calibrater brings to its clients.

Patient engagement vendor, Relatient, drew inspiration from salon experiences. For many years it has been common practice in the salon and spa industries to send customers friendly reminders of their upcoming appointments via voice, text and email. Not only did these reminders reduce no-shows, but they also helped to improve customer loyalty. The Relatient solution brings those same benefits to healthcare organizations.

The night’s most thoughtful story of consumer inspiration came from Aaron Glauser, Senior Director of Product Marketing at AdvancedMD. “If I had to pick a consumer experience that inspires me and that we are closest to, it’d have to be Amazon. When you search Amazon for a product, a lot of matching entries come up – just like searching online for a doctor. You then narrow the search by looking at the star ratings and the reviews. Once you decide on a product, you click in and you decide how, when and where you want it delivered. That’s how patients want to book appointments. With AdvancedMD they can choose an open appointment time and they can even opt for a telemedicine appointment. That’s analogous to whether I want the physical book or the Kindle version on Amazon. Then as a user I get to choose how I want to pay for my Amazon purchase – which we can offer through AdvancedMD.”

Whether its Amazon, Zendesk, OpenTable, a salon or an airline that has served as inspiration. What was made clear on Day 1 of MGMA17’s exhibit hall is that consumer-experiences have become an important factor in the design of HealthIT solutions…and healthcare will be better for it.

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

Best Practices for Patient Engagement

Posted on July 13, 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.

The following is a guest blog post by Brittany Quemby, Marketing Strategist for Stericycle Communication Solutions, as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms
Brittany Quemby - Stericycle
Knowledge is power… so the saying goes.  When it comes to patient engagement, it couldn’t be more true. Being “in tune” is the key to unlocking the ultimate patient experience. Knowing what your patients need and want allows you to close the gap and deliver on those desires, while developing a deeper connection through effective patient engagement.

Here at Stericycle Communication Solutions, we are a group of individuals with all different types of needs and wants as patients. Below are some of the best practices that we preach to our doctors and healthcare providers when it comes to patient engagement and the patient experience:

Connect with meaning – Reach us where we spend most of our time. Roughly two-thirds of us own a smartphone, meaning we have access at our fingertips.  We expect an interactive and omni experience with our healthcare providers. We are looking for simple ways to connect with our doctors, schedule appointments, and prepare for important appointments.  By engaging on these terms, healthcare practices can be sure to connect to patients on a deeper level and encourage repeat visits to their health system.

Engage through multiple and preferred channels – We expect our healthcare experience to fit seamlessly into the rest of our lives. This means integrating with the technologies that we prefer including online, in person, and on our devices.

Did you know that:

  • 91% of us email daily
  • 77% of us set up appointments with their primary care provider via phone call
  • Text messages have a 98% open rate

These simple touch points, enables you to effectively engage using more than one mode of communication, ensuring you connect with us the right way each time!

Get personal! – Patients are no different than the everyday consumer.  We love personalization. In fact, 47% of us said we wanted “personalized experiences” when it comes to our health. Communicating based on our specific needs and wants gets noticed and evokes action! This allows providers to not only connect on a more personal level with us, but also empowers us to take an active role in own healthcare.

Involve Us! – Keep us in the loop! We are more involved in our own health than ever before.  Use of health apps and wearables have doubled in the last two years. We want to play an active role when it comes to important healthcare related moments.  Both US consumers (77%) and doctors (85%) agree that the use of health apps and wearables helps patients engage in their health. We want to be involved; take advantage!

To learn more about effective patient engagement, download this patient engagement whitepaper.

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

Value-sizing The Patient Experience

Posted on June 8, 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

In health IT, we talk about the patient experience all the time. Many of us have dedicated our entire careers to improving the patient experience. It has become so central to improving healthcare that patient-reported experience results determine a significant portion of reimbursement.

But today’s patient experiences do beg the question: are they a pie in the sky dream or something tangible that can be addressed in our organizations?

To tackle the patient experience, we have to audit all contact points to determine areas of weakness. A great way to start is by creating a healthcare consumer journey map. Identifying each point a patient could potentially interact with your organization is key to ensuring their experience will be great. Once you have identified each potential encounter, mystery shop that experience as if you were the patient to test your brand’s current performance. When determining whether or not your organization provides a great brand experience, you may find yourself comparing your performance to the top brands you work with on a daily basis.

For example, I recall a time when I studied abroad in the United Kingdom. Upon arriving in a foreign country after 22 hours of travel with little sleep, I needed to eat. I vaguely recalled passing a familiar restaurant sign on the way to my flat: McDonalds. And though I didn’t really love the golden arches at the time, I chose to eat there. Why? Because I knew what to expect. I knew how to order, what menu items would be available, and what it would taste like.

By focusing on consistent interactions and expectations for their customers, McDonalds has created a strong brand. In fact, when asked about introducing new products during a 2010 CNBC interview, former CEO James Skinner said “[McDonald’s doesn’t] put something on the menu until it can be produced at the speed of McDonalds.”

Can your healthcare consumers count on a consistent experience when contacting your organization? Your brand experience should encompass the entire health system to build confidence and loyalty in your brand. Creating consistency across each encounter begins with simple questions. Was their initial call met with a timely, sincere, and welcoming voice? Was parking convenient? Are average waiting times reasonable? Do Center A and Center B provide the same quality support? Is their bill easy to understand? If your answers are all yes, it’s more likely that patients will continue to choose your organization.

When patients feel confidence about provided services and perceive value in the care you provide, brand loyalty is achieved. What’s more, many studies show that patients who have great healthcare experiences and are confident in the level of care they receive will have better clinical outcomes. Value-based care demands consistent, evidence-based clinical interactions. But we can’t leave out the important patient experience outside the walls of the exam room.

After my exhaustive travels, I certainly had a better outcome by relying on my trust in McDonalds’ brand. I chose to value-size my meals frequently throughout my England journey – not because it was the best tasting food, but because I could always rely on consistently convenient and quality experiences. The healthcare industry can certainly learn a lot more from cutting edge commercial companies when it comes to creating loyalty. To learn more about the patient journey and loyalty, download our e-book.

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

Staying Connected Beyond the Patient Visit

Posted on April 20, 2017 I Written By

The following is a guest blog post by Brittany Quemby, Marketing Strategist for Stericycle Communication Solutions, as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms
Brittany Quemby - Stericycle
I see it everywhere I go – heads down, thumbs flexing. We live in an era where our devices occupy our lives. When I’m sitting at the airport waiting for my flight, standing in line at the grocery store, waiting to be called at my doctor’s office, I see it – heads down, thumbs flexing. Although I wish we weren’t always heads down in our phones, it is inevitable, we rely on our smartphone to stay connected.  As it stands today, roughly two-thirds of Americans own a smart phone, meaning they have access to email, voice, and text at their fingertips.

The increase in connectivity that the smartphone gives its user provides physicians a whole new way to communicate beyond the patient visit. Below are some tips that can help healthcare professionals stay connected while improving engagement, behaviors, and revenue outcomes.

Consider the patient’s preferences
Quite often only one piece of contact information is gathered for a patient and it is typically a home phone number. Patients expect to be communicated with where it is convenient for them, and in a recent survey on preferred communication methods, 76 percent off respondents said that text messages were more convenient above emails and phone calls.  If you are looking to connect with patients in a meaningful way, consider asking them their preferred method of contact to help maximize your engagement.

Use a various methods of communication
Recently we surveyed over 400 healthcare professionals to learn about the ways they are communicating and engaging with their patients. Our findings revealed that 41 percent of physicians and healthcare professionals utilize various methods to connect and communicate with their patients.  Long gone are the days when you could reach someone by a simple phone call. Today, if I need to get in touch with someone this is how it goes down: I will email them, then I will call them to let them know I emailed them, and then I text them to tell them to go read my email.  A recent report shows that on average 91 percent of all United States consumers use email daily and that text messages have a 45 percent response rate and a 98 percent open rate. Connecting with patients through multiple channels of communication can show a significant change in patient responsiveness and behavior, including an increase in healthcare ownership, a decrease in no shows, and a substantial increase in revenue.

Automate your patient communication messages
Investing in an automated patient communication solution is a great way to connect with your patients beyond the doctor’s office. It will not only increase patient behaviors, efficiencies, satisfaction and convenience, but will also dramatically impact your bottom-line.

A comprehensive automated patient communication platform allows include regular and frequent communication from your organization to the patient in a simple and easy way.  Consider implementing some of the following automated communication tactics to help you increase your practice’s efficiencies while continuing to engage with patients outside of the office:

  • Send appointment reminders: Send automated appointment reminders to ensure patients show up to their appointment both on time and prepared.
  • Follow-up communication: Patients only retain 20 to 60 percent of information that is shared with them during the appointment. Send a text or email with pertinent follow-up information to increase patient satisfaction and decrease readmissions.
  • Program promotion: Connect with patients to encourage them to come in for important initiatives your practice is holding like your flu-shot clinic.
  • Message broadcast: Communicate important information like an office closure or rescheduling due to severe weather.

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

How to Enhance the Patient Journey and Patient Experience Using Digital Health Solutions – #HITsm Chat Topic

Posted on April 4, 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, 4/7 at Noon ET (9 AM PT). This week’s chat will be hosted by Michael Joseph (@HealthData4All) from @PrimeDimensions on the topic of “How to Enhance the Patient Journey and Patient Experience Using Digital Health Solutions”.

The healthcare industry is now immersed in digital transformation — connected devices and solutions which allow for the rapid exchange of information among patients, providers, payers and caregivers. As value-based care models become more pervasive, care delivery will become less episodic and more continuous, compunding the unprecedented proliferation of digital health solutions. Today’s digital health solutions are centered around apps for smartphones and tablets that facilitate and automate more frequent and appropriate interactions to keep patients connected in the ambulatory setting. Common features include:

(1) Connection with remote sensors and monitoring devices for disease management
(2) Integration with patient clinical and demographic data to deliver contextually and clinically relevant information to patients, including reminders, notifications and alerts, to avoid adverse events and eliminate care gaps
(3) On-demand, seamless access to the proper healthcare professionals via text, phone and/or virtual visits
(4) Information to patients on disease prevention, healthy lifestyles and wellness
(5) Recommendations and guidance for at-risk patients to appropriate clinical, ancillary or public health services

As the trend for digital tools is moving toward mobile platforms and cloud-based services, innovators and designers must also consider how to enhance and enrich features and capabilities, so that the tools remain adaptive, flexible, simple and convenient. Through IT modernization, next-generation database solutions and analytic platforms enhance our ability to extract actionable clinical intelligence from ever-increasing volumes of health data and move toward systems for cognitive computing, simultaneously running on millions of connected devices. We’re just at the dawn of a digital transformation in which mobile and wearable devices are commonplace. But gaining traction are implantable devices, cyber pills and smart tattoos that can send constant streams of physiological data for near real time analyses.

Digital health requires a dedicated, highly skilled, multi-disciplinary teams of clinicians, researchers, technologists, data scientists, IT architects, solution designer and developers to guide, build and deploy solutions that yield measurable, impactful results. It requires making investment decisions based on the business case and a well-defined, complete set of evaluation criteria that align with strategic goals and objectives. It requires visionary leaders who champion innovation, make the tough decisions to execute, and persevere, often amidst adversity from conflicting stakeholder interests, with a sense of purpose, accountability and transparency.

The purported benefits of digital health are improved patient interactions and care coordination, increased provider productivity and efficiency, and encouraging behavior change for healthy lifestyles. The key to success is knowing how to appropriately engage users, based on necessity, urgency and personal preferences. i.e how, when and where to maximize frequency and depth of engagement so that digital health becomes ubiquitous to the patient experience.

For today’s #HITsm, we will discuss the path toward digital health transformation and how to enhance the patient journey and patient experience.

The Questions
T1: What are the barriers to user adoption of digital health solutions? (“User” can be patient, clinician or caregiver.) #HITsm

T2: Notwithstanding specific purpose and function, what essential factors must be considered during the planning and design phase of any digital health solution? And who must be involved? #HITsm

T3: Given the explosion of digital health solutions, how do decision-makers determine which ones are most effective for their patient population and/or chronic condition, based on the features described above? #HITsm

T4: What information is necessary to establish credibility and validity of the conveyed value proposition and promises of a digital health solution?  #HITsm

T5: Upon implementing a digital health solution, how do you evaluate its impact with respect to the patient journey and patient experience? Is it possible to correlate better health outcomes as well? (Otherwise, why would anyone pay for it?) #HITsm

Bonus: Can you name a digital health solution that you’d use today if it were available? #HITsm

Upcoming #HITsm Chat Schedule
4/14 – Healthcare Content Creation for the Audience Economy
Hosted by Jess Clifton (@jslentzclifton), Sarah Bennight (@sarahbennight), and Steve Sisko (@shimcode)

4/21 – Innovation vs Incremental
Hosted by @Colin_Hung

4/28 – TBD

5/5 – TBD
Hosted by @IntelHealth

We look forward to learning from the #HITsm community! As always let us know if you have ideas for how to make #HITsm better.

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

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

A Girl, a Fitbit, and an Already Failed New Year’s Resolution

Posted on February 9, 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.

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-dafonte
Have you ever heard the story of the person who makes a New Year’s Resolution to exercise more and eat healthy, buys themselves a cool new gadget to stay motivated, a fresh new pair of sneakers, and then has already failed by February? This person is me – in February of 2017, I have fallen victim to every New Year’s Resolution stereotype in existence.

Last week, after eating half of a “family sized” bag of Cool Ranch Doritos and thinking about how frustrated I was that I couldn’t eat healthy for a whole two months, someone gave me a bit of great advice. They told me to write down what I had learned since January.

Lesson 1:

I love Cool Ranch Doritos and I have no self-control over my hand-to-mouth motion when I am around them.

Lesson 2:

Eating half of a family sized bag of Cool Ranch Doritos is guaranteed to make you feel extremely sick.

Lesson 3:

My “stay motivated” gadget is way cooler than I thought.

I bought myself a FitBit Charge 2 so that I could not only monitor the number of steps I took, but also monitor my heart rate while exercising. I had no idea why this was important, but my triathlete boyfriend had a heart rate monitor, so I wanted one too.

After about 1 week with my new FitBit, I was hooked. I was monitoring my heart rate all day, everyday. I wanted to know where my peak heart rate was and how far it was from my resting heart rate. I used the customized “relax” feature on my FitBit, which took me through guided breathing exercises to lower my heart rate. The FitBit also calculates how many hours you sleep and how many calories you burn while running, all based on my heart rate! I was amazed on how much I learned about my body just by watching my heart rate, which led me and my #HIT mind to thinking about how this data could or should be shared with my primary care doctor.

In a recent study by Stanford Medicine, researchers proved how wearables could tell when a person was getting sick. They discuss how healthcare providers can use wearables and the data they collect to help individualize medicine – by establishing a unique “baseline,” providers will easily be able to tell when something is wrong.

The future of healthcare, and personalized medicine, and the interconnectedness of it all is exciting. I know that given the option, I would gladly share my FitBit data with my primary care physician. I trust that something I wear every single day that monitors my activity, sleep, and heart rate knows me better than the doctor I visit once a year. I look forward to the day where this is a reality, and all of this incredible data that wearables are collecting can be used to help advance medicine and enrich patient data.

Learn more about some of the ways Stericycle Communication Solutions is closing the gap between patients and their providers here.

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