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Top 5 Ways to Create a Stellar Patient Experience

Posted on August 13, 2018 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

Patient experience has always been something healthcare delivery organizations should strive to improve. However, in the past couple of years, patient experience has received a necessary focus as health consumers are presented with more choice, transparency, and data to navigate their healthcare journey. But with so many choices available, what can health providers do to drive loyalty?

I recently had to schedule a visit for my annual mammogram, a much dreaded experience for most women. I’m lucky to have many imaging options around me, making it easy to get in on a day that was convenient for me. However, the choice was very simple after the exemplary experience I received last year. One facility in particular made me into a loyal patient, and they did so in five key ways.

1. Convenience of access: Consumer-centric businesses like Amazon and Starbucks have made it so seamless and easy to get what you need from them when you need it, that it makes waiting in healthcare more painful than it used to be. Now, we expect to handle business transactions on our own terms and to receive immediate results. Even Amazon Prime’s two-day shipping wasn’t enough for us, and now we have Amazon Now. When it was time to schedule with the facility, it was simple to connect and get care when convenient for me. They offer online scheduling, which enabled me to browse open appointments and choose an option that fit my busy schedule. They have a phone number as well if you prefer to schedule that way, but I prefer doing most business transaction from my phone.

2. Patient-first in clinic experience: Everything at the facility was set up to make something no woman really wants to do, an enjoyable experience. I was greeted with a warm smile when I walked in and promptly taken back to the changing rooms. Their rooms are finely decorated with warm lighting and comfortable dressing rooms. I never sat idle for more than 10 minutes. They have even taken the extra step to provide lockers for your personal belongings with the names of famous amazing women so you can remember where your belongings are. I chose to be Eleanor Roosevelt one year, and Jane Austin this year.

3. Putting data in the patients’ hands: Both times I have been in for a screening, I receive my secure results within 24 to 48 hours and they send the results to both my OB/Gyn and my primary care provider. Armed with information contained in my profile, I can choose to have a more in depth conversation with my care providers regarding the risks and results, or I can keep them and compare year after year. Knowledge and education are the first two steps in patients having the ability to manage their health.

4. Proactive engagement in care: Patients can be very forgetful (especially when managing the care of four additional family members). If there is something I need to do in order to take better care of myself, it’s better to be proactive and ping me instead of assuming I’ve got it covered. This facility let me know several months in advance that it was time to reschedule. I knew the exact date I was eligible per my insurance, so it made it easy to take the best step to keep on top of my health.

5. Ease of doing business: No one wants to spend hours filling out paper forms. When looking for a repeat appointment for this year, I saw that there was a clinic closer to my office. I arrived a few minutes early to fill out the insurance forms since I scheduled online and there was no place for me to put the card information. When I walked in and gave my name at sign in, they had everything: my address, insurance, birthdate, records from the last visit at a different facility. This is imperative for healthcare organizations to prioritize as mergers and acquisitions mean multiple EHRs, billing systems, and contact centers. The experience and ease of doing business with your team before and after care will affect patient loyalty. Make it easier to do the small things, and watch your patient satisfaction increase.

The facility has gone to great lengths to ensure their patient experience is above par and their efforts have definitely paid off. And they will have my loyalty for it as long as they serve my area. Their mission states:

“Our promise is to provide an exceptional experience, exceptionally accurate results, and Peace of Mind to everyone we serve. Our purpose is to be the National Leader in Mammography and imaging services, helping patients achieve and maintain optimal health.”

What is your promise to your patients? Is your number one to provide an exceptional experience? Are you meeting the above five areas of the patient experience beyond the clinical face to face interaction? What are some additional ways you ensure the best experiences for everyone in your care?

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

Creating Loyalty in Healthcare – #HITsm Chat Topic

Posted on July 24, 2018 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, 7/27 at Noon ET (9 AM PT). This week’s chat will be hosted by Sunny Tara (@SunnyTaraVegas) and Janae Sharp (@coherencemed) from @CareCognitics on the topic of “Creating Loyalty in Healthcare“.

In the current healthcare landscape, one element that’s really missing is loyalty. We’ve all heard the stories of how the next generation of patients is much more likely to switch doctors. It seems that loyalty is hard to find in healthcare today.

The reality for most healthcare organizations and payers is that they didn’t have to worry too much about loyalty in the past. However, as the internet has empowered patients, creating patient loyalty is going to become extremely important.

Creating loyalty in healthcare is really challenging. In many cases, patients are going to their doctors who then tell them bad news. The same is true with insurance companies who are often the bearer of bad news to patients. How then can you transform these bad experiences and still build loyalty?

We (Sunny Tara and the team at CareCognitics) saw a similar challenge in the casino industry. Many of the casino patrons would come and lose a lot of money. Despite common thought, Casinos don’t want you to lose a lot of money because then you’ll have a bad experience and stop coming to that hotel which must be “unlucky.” To transform the patron’s experience, we used a combination of rewards and unique VIP experiences that turn the bad experience into a good one. Doesn’t this sound like some of what we need to do for patients in healthcare?

Join us for this week’s #HITsm chat where we’ll discuss loyalty in healthcare and what experiences we can offer patients to change these bad experiences into good ones and generate more loyalty. We hope you’ll come and share your good and bad experiences so we can all learn how to improve the patient experience.

Topics for this week’s #HITsm Chat:

T1: Describe the best experience you had (or that you heard about) in healthcare that created loyalty. #HITsm

T2: Describe the best consumer experience you had in your life outside healthcare that created loyalty. #HITsm

T3: What types of experiences, services, technology, etc would create loyalty for you in healthcare? #HITsm

T4: What types of experiences, services, technology, etc damage your loyalty in healthcare? #HITsm

T5: Should we be creating loyalty to doctors, hospitals, health systems, payers, HIT services? Why or why not? #HITsm

Bonus: What can employers do or are they doing to create employee loyalty? #HITsm

Upcoming #HITsm Chat Schedule
8/3 – A Picture is Worth a Thousand Words (Get your pictures ready to share!)
Hosted by John Lynn (@techguy) from @HealthcareScene

8/10 – What Does It Take to Be a Successful Healthcare Entrepreneur?
Hosted by Michael Dermer (@michaelgdermer) and Victoria Sherman (@VictoriaShrman)

8/17 – The Cost Savings Opportunities on the Business Side of Healthcare
Hosted by Don Lee (@dflee30) and @CAQH

8/24 – TBD
Hosted by Colton Ortolf (@ColtonOrtolf)

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.

Alleviating “Pregnancy Brain” With Appointment Reminders

Posted on July 12, 2018 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

Picture this: I’m standing on the tradeshow floor watching as people try to grab as much swag as possible. I’m speaking to someone who really isn’t listening to my spiel because they are only in it for the free pen. Then, I get someone who is fairly interested in our appointment reminder service. Thinking I’ve hooked, lined and sunk them, I am met with a familiar objection: “We don’t need an appointment reminder service for our OBGYN clinic because women, especially pregnant women, don’t forget when their appointments are.”

Thinking back, I wish I knew then what I know now and could have countered that argument with some cold hard facts.

You may have heard about little bouts of forgetfulness during pregnancy. According to most experts, pregnancy does not change a woman’s brain, but some women don’t feel as sharp as usual when they’re pregnant. Although the science is still out on whether “pregnancy brain” is truly myth or reality, being seven months pregnant, I can testify that I am definitely not at the top of my game.

I have to check that I’ve locked the door three times. I forget simple words. I have a hard time remembering anything if I don’t write it down. Of course, I remember that I am due at the doctor once a month (I’m not an animal) and enter the date and time of future appointments into my phone. But between work meetings, presentations, ultrasounds, and other appointments, I inevitably forget when I’m supposed to go in and begin to question myself. Did I write down the date correctly? Did I already miss my appointment?

Every month, this confusion and second guessing always leads me to call my doctor’s office before my appointment to check the appropriate date and time.

What I do know is that this seconding guessing and additional effort could be completely eliminated if my clinic were to provide more patient-focused engagement before my appointments with the help of simple appointment reminders. With so many other things to worry about, I have come to appreciate these gentle reminders from places like my hair stylist, masseuse, and even prenatal class instructor, all of who send me a quick note including the following:

  • Appointment date
  • Appointment time
  • Location
  • Preparation instructions and,
  • Any additional “need to knows.”

Although it may seem like pregnant women would never forget an appointment that has to do with something as pivotal as bringing a child into this world, I can firmly say it happens. And something as simple as an appointment reminder goes a long way to ease a patient’s mind and elevate their overall patient experience. Now if only I could remember the name of the OBGYN clinic from that tradeshow I was at…..

Click here, to learn more about how Stericycle Communication Solutions is helping to create the optimal patient experience through our customized automated messaging solutions.

The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality answering services, online scheduling solutions, and messaging solutions. 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

Creating Provider Loyalty – And Why Communication Matters

Posted on June 14, 2018 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

A few months ago, I was on the hunt for the perfect healthcare provider – and my list of expectations was high. Thankfully, my extensive search paid off. I am happy to report I found an amazing physician who I fully plan on remaining loyal to for years to come! The main reason for this loyalty boils down to one common characteristic: communication. Across every step of my patient journey, I was engaged in a clear, convenient way.

Scheduling my appointment was easy. Like many patients, I enjoy the convenience of online scheduling. But as a first time patient, I opted to pick up the phone to make my appointment. The person who answered my call was friendly, focused, and efficient. I was not asked to repeat information and ended the call more quickly than I anticipated – and with more confidence that I’d made the right choice.

Before my appointment, I received a number of reminders. The first was sent via email a few days before my appointment. When I failed (read: forgot) to reply to it, I received another friendly reminder via text message. This time, I promptly confirmed my appointment. A few days before the appointment, I was invited to pre-check in online. I did this from the comfort of my home computer in just a few minutes. As a digital-minded patient, I was stoked that this was an available perk of my new doctor’s office.

When I arrived, I was thanked for already checking in. Unlike other locations where I needed to fill out additional paperwork upon arrival, I didn’t need to do this often repetitive task. This pleasant surprise allowed me to simply wait to be called back.

During my appointment, the doctor looked me in the eye, asked me genuine questions, and clearly explained anything I wanted to know more about. This level of dedicated attention made me feel genuinely cared for. What’s more, she ensured I understood what to expect after my appointment.

After my appointment, I received the communications I was advised to expect in a timely and unobtrusive manner. What’s more, I was invited to provide candid, anonymous feedback about my appointment. The survey was quick and unobtrusive, and left me feeling as if my opinion was valid and valued.

Each point of my patient journey was met with timely, convenient, and reliable engagement. As a patient, I felt confident and at ease. And as someone who works closely with healthcare communication services and solutions – both human and technology based – I was impressed. Few healthcare organizations provide patient experiences that meet patients’ traditional and digital expectations and reliably deliver on the expectations they set. Those that do, however, are sure to acquire patients like me who will stay loyal for the foreseeable future.

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

HITExpo ThankTanks Spur Online Discussion on the Nature of EHRs, Innovation & Patient Experience

Posted on June 7, 2018 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 week at the inaugural 2018 Health IT Expo (#HITExpo), we kicked things off with three ThinkTank sessions:

  1. Going Beyond EHRs – https://www.youtube.com/watch?v=ULVQA4xEIRU
  2. Practical Innovation – https://www.youtube.com/watch?v=1Uc9_BCKQ84
  3. Communication & Patient Engagement – https://www.youtube.com/watch?v=60MAP04MoOw

These ThinkTanks were live-streamed via YouTube and were meant to engage members of the #HITMC, #HITsm, #hcldr and other online communities who could not be with us in person in New Orleans. Looking back over the tweets I believe it would be safe to say: mission accomplished.

The online discussion around the ThinkTanks was very rich and involved many different perspectives. During ThinkTank 1 Jim Tate had a keen bit of insight to share based on a comment made by panelist Shahid Shah of Netspective Media:

This was quickly followed by another interesting statement from Shah:

An interesting suggestion in ThinkThank 1 came from Dr. Fatima Paruk, Chief Medical Officer, Population Health at Allscripts – that it was never too late to get physicians involved in EHR optimization given that they are one of the main users of EHR systems. This was especially relevant given how much EHR frustration contributes to physician burnout.

Jeremy Coleman, one of the HITExpo’s social media ambassadors did an expert job at distilling a 5min during ThinkTank 1 into a single tweet:

The most interesting comment in ThinkTank 1 was made by Justin Campbell of Galen Healthcare. He suggested that one way to go beyond the EHR was to use the audit log information to identify workflow bottlenecks, training opportunities and UI improvements.

The second ThinkTank generated a spirited discussion amongst the panelists and with the online audience when the topic of blockchain technology was brought up. It started when John Lynn made the following statement:

Jared Jeffery from KLAS Research then immediately followed up his tweet with this humorous counter-point:

I agree with both John and Jared. The last thing we need is over-inflated hype around blockchain in healthcare. The technology itself holds promise but as an enabler of other technologies and processes. Simply slapping blockchain on existing processes is not going to yield the innovation healthcare needs. We need something more. The good news is that some pioneering organizations and HealthIT companies are experimenting with blockchain which will hopefully lead to incremental improvements.

Experimentation and the willingness to do something was on the mind of Jerry Cade – one of the panelist in ThinkTank 2. He had a poignant warning for all of us in healthcare:

In my opinion the most practical piece of advice of the day was shared by Shahid Shah during ThinkTank 2. It’s certainly something I’m going to pay more attention to in the future:

Your truly had the opportunity to moderate ThinkTank 3 and it was a blast. We had an amazing set of panelists that included nurses, HealthIT insiders, industry experts and the voice of the patient. It resulted in a robust discussion on the nature of patient experience.

Grace Jaime of Oneview Healthcare shared a keen insight which triggered a round of discussion on the need to clearly measure patient experience and communication effectiveness – If you can’t measure something, you can’t improve:

Grace Cordovano, professional patient advocate, then had this to add:

During ThinkTank 3 Sarah Bennight of Stericycle Communication Solutions made an interesting observation about patient advocacy and how it could be modeled after a legal precedent:

If you didn’t have the chance to catch the ThinkTanks live, I’d encourage you to watch the recordings (links above). The sessions were filled with valuable insights and practical advice that you can use right away. It was a lot of fun to participate in these ThinkTanks and I am definitely looking forward to doing more in the future.

In closing I think this tweet summed up the overall sentiment (from friend Ashley Dauwer at MEDITECH):

How Technology Helped My Family Receive a Better Healthcare Experience

Posted on May 10, 2018 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

When was the last time you had a truly outstanding patient experience? For my family, two healthcare facilities located hours apart recently teamed up to make our lives significantly more convenient. Without modern technology, however, our new reality may never have been possible. Let’s start from the beginning.

A few years ago, my family member suffered a heart attack that caused a traumatic brain injury. He was treated at a major facility about two hours away from his home for speech therapy, occupational therapy, neurological care, cardiologist support, and more. After a year of hard work, he was discharged from the hospital and was able to move back to his home town.

Unfortunately, his community hospital was not equipped to provide the specific care he required. So for the next two years, he and his wife, who is now his primary care giver, commuted to the city multiple times a week to ensure he received the care he needed.

Eventually, we all wondered the same thing: Isn’t there a better way?

After many meetings with the facility that treated my relative and our local hospital, we started discussing how digital health experiences and virtual care could augment my family’s patient and caregiver experience. We were determined to find a solution that provided care options and choice, and allowed them to continue receiving the necessary care without the exhaustion of “living on the road.”

A recent study by Accenture said it best: “Finding the best combination of traditional in-person services and making those same services available virtually can offer consumers the choice they want in deciding when and how they receive care and support.”

Fortunately, we learned that our local hospital was equipped to provide virtual care. However, many patients had not yet taken advantage of these technologies. After some coordinating between facilities, we were able to set up ongoing virtual appointments. These appointments enabled my family member to receive care in a much more convenient setting.

With virtual appointments, they can even:

  • Easily schedule virtual appointments
  • Participate in the appointments from the comfort of a boardroom at the hospital
  • Consult with the first hospital’s specialist and also an in-person care facilitator
  • Receive follow-up health reminders and education directly after the appointment

Now, almost half of his appointments have transitioned to virtual appointments. And my family is not the only one taking advantage of this care capability. Recent research explores the many reasons why healthcare consumers are making this virtual shift:

  • One of the top three reasons why consumers tried virtual health was convenience. 37% said it was more convenient than traditional, in-person health services
  • 76% of people would have a follow-up appointment (after seeing a doctor or healthcare professional)
  • 74% would get virtual follow-up care services in their home after being hospitalized
  • 73% would discuss a specific health concern virtually with a doctor or other healthcare people and
  • 72% would be open to getting virtual daily support to manage an ongoing health issue

Consumer willingness to demand choice and becoming more involved in their health is rising. Like my family, more patients are ready to collaborate with clinicians, embrace new technologies, and explore digital health experiences that can help manage our health and create more convenient and engaging patient experiences.

Learn more about how Stericycle Communication Solutions is helping create the optimal patient experience through a combination of human and tech-enabled communication services. Check out our service overview here!

The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality live agent services, scheduling solutions, and automated messaging solutions.  Stericycle Communication Solutions provides unified human & tech-enabled communication solutions for optimized patient experiences.  Connect with Stericycle Communication Solutions on social media: @StericycleComms

Why I Didn’t Choose Your Healthcare Organization

Posted on April 12, 2018 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

I recently had a bad healthcare experience. I received functional care, but I wasn’t cared for. As in, I’m fairly certain my doctor didn’t know my name when she walked into the room or when she left it. To her, I was another patient in a crowded schedule. To me, it was a rushed, impersonal experience that left me with absolutely no desire to trust my wellbeing in her hands.

As someone who is familiar with the healthcare space, I’m the first to admit that finding a new provider is hard work – and finding one that meets each of your communication expectations is even harder. But after that appointment, I was more than up for the challenge.

It’s important to note that I’m a proud millennial who is accustomed to the service and support provided in other industries. When I wanted to make a dinner reservation last night, I did it via a mobile app. When I needed a great blazer to wear to a conference, I requested one in my clothes subscription box. I am an all-access-at-all-hours type of person. So when it came time to schedule an appointment, I turned to the place where I, the consumer, felt I had the most power: the internet.

But first, I needed to find a new doctor. I leveraged a process that went something like this:

  1. I opened multiple review-focused sites.
  2. I searched for what I needed (i.e. ‘family practitioner within 10 miles of my zip code’).
  3. I filtered results to ensure my search only displayed doctors with the rating and characteristics I prefer.
  4. I began the tedious process of cross referencing their profiles on different sites.
  5. When I thought I found a keeper, I scoured their organization’s website for more information.
  6. And then, I dug into any information I could find online to learn more about the doctor.

This process eliminated doctors who had poor reviews, who lacked information available online, and who had questionable posts on social media. (Seriously, everything is available online these days – and digitally-savvy patients like me will find it.)

In the end, I narrowed my search to a handful of local, highly-rated doctors and organizations. But what I was searching for wasn’t just someone with a great online rating and an office close to my front door, I was looking for someone who:

  • Communicates information quickly via text message
  • Calls patients to communicate more important messages
  • Offers online scheduling that doesn’t require a formal login
  • Keeps average wait times down
  • Creates genuine connections with their patients

In short, I wanted to find an organization that provides exceptional in-person care, prompt telephone support, and convenient technology-based tools. Anyone who seemed lacking was unceremoniously crossed off my ‘potential new doctor’ list.  And I’m not the only one who goes to these lengths: in today’s digitally-empowered world, there are more healthcare consumers than ever flexing their online search superpowers before entrusting their care to any healthcare professional.

Unfortunately, the process isn’t perfect. Bad experiences happen, and when they do, patients like me may choose to look elsewhere for care. On the other hand, when we find a healthcare organization that does provide all of the above, we receive a more seamless, enjoyable experience. And when met with a better experience, we are less likely to choose a different provider, facility, or organization to provide future care.

Want to learn more about consumer-minded patients’ healthcare journeys? Check out our patient journey infographic here!

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

The Human Side of Healthcare Interactions

Posted on March 19, 2018 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

The week after HIMSS is certainly a rest and reflect (and catch up) time period. So much information is crammed into five short days that hopefully fuel innovation and change in our industry for the next year. We hear a lot of buzzwords during HIMSS, and as marketers in general. This year my biggest area of post-HIMSS reflection is on the human side of healthcare. Often, as health IT professionals, we can be so enamored with the techie side of things that we lose sight of what adding more automation does to our daily interactions.

The digital revolution has certainly made life easier. We can connect online, schedule an appointment, Uber to our destination, order groceries online, and pick them up on our way home with limited interactions with any real human. While the convenience for many far outweighs any downside, the digital world is causing its own health concern: loneliness.

Research by Holt-Lunstad found that “weak social connections carry a health risk that is more harmful than not exercising, twice as harmful as obesity, and is comparable to smoking 15 cigarettes a day or being an alcoholic.” But the digitization of our lives is reducing the amount of human interaction and our reasons to connect in real life. I keep hearing the phrase “we are more connected than ever, but we are feeling more alone”.  How do we avoid feeding another health issue, such as depression, while making healthcare more accessible, cost-effective, and convenient?

In healthcare communications, I want both technological convenience and warm, caring human interaction depending on what my need is at a given moment. If I need to schedule an appointment, I’d better have the option to schedule online. But in the middle of the night, when my child has a 104F fever and I call my doctor, I want a real person to talk and ask questions to, who will listen to the state my child is in and make the best recommendation for their health.

I had the privilege of discussing this balance of human and tech in a meet up at HIMSS last week. We learned that my colleague and friend learned the gender of her baby via a portal while waiting patiently for the doctor’s office to call. This is pushing the line of being ok in my opinion. But what if it was something worse, such as a cancer diagnosis or something equally scary? Is that ok for you? Wouldn’t you prefer and need someone to guide you through the result and talk about next steps?

As we add even more channels to communicate between health facility and patient, we need to take a look at the patient interaction lifecycle and personalize it to their needs. We should address the areas where automation might move faster than the human connections we initiate to ensure we are always in step with our tools and technology. Healthcare relationships rely on confidence and loyalty, and these things aren’t so easily built into an app. Online interactions will never replace the human, day-to-day banter and touch we all need. But I believe that technology can create efficiency that allows my doctor to spend more quality time with me during my visits and better engage me in my health.

So the question stands: how do you think the healthcare industry can find the right tech and human balance?

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

Predicting the Top Patient Engagement Themes of #HIMSS18

Posted on February 12, 2018 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 - StericycleWe all have different motivations in life – and when it comes to your health, it is no different. Motivation strikes us all differently, especially regarding eating well, exercising, maintaining good health, and engaging in our healthcare.  Have you ever thought about what motivates you when it comes to your healthcare?

For instance, I love carbs. So, my motivation for exercising is the reward of being able to eat pizza and pasta without feeling guilty. When it comes to my relationship with my provider, I want to be able to conveniently schedule an appointment without waiting on hold for over an hour. With this in mind, I’ve been thinking about some of the ways the industry is starting to close communication gaps in an effort to improve patient experiences, and how these trends will influence focus at the HIMSS18 conference in Las Vegas.

Below are some of the themes to keep a look for at HIMSS18 that are driving more strategic engagement amongst patients and providers.

Convenience

As consumers, we drive trends and change in the market. As patients, we do something similar in the healthcare market: drive our healthcare experiences.  Consumers and patients alike want convenience and quality and will choose care providers accordingly.

Take those aged 18 to 34, or millennials, as an example. They are now the largest generation in the U.S. labor force right, surpassing Gen Xers according to U.S. Census Bureau data by Pew Research.  Convenience for this generation is a top motivator. Millennials, for example, find it inconvenient to see their physician and find scheduling preventative visits and booking appointments to be a chore. A survey from Salesforce and Harris Poll showed that 71 percent of millennials want to be able to book appointments through mobile apps.

And I think I can speak for the rest of us by saying that convenience is at the top of list for everyone else. According to Accenture, 64 percent of all patients will book appointments digitally by 2019. Tapping into the convenience card is essential for establishing lasting engagement with patients while delivering an optimal user experience.

Access

It’s time to say goodbye to 9 a.m. to 5 p.m. support. Unfortunately for Dolly, these days it is no way to make a livin’. Consumers have grown accustomed to instant gratification and are looking for constant accessibility. In fact, a recent EMC report found that patients want faster access to services. The report found that a whopping 45 percent wanted 24/7 access and connectivity and 42 percent wanted access on more devices.

For most, patients’ craving more access shouldn’t be a surprise. Whether it’s through portals, apps, phone, email, chat, or text – we want it! Patients have become much more comfortable with new technology and are constantly seeking new tools that make accessing and engaging with our providers easy.

Personalization

You know that feeling when the barista calls out your name when your coffee is ready? You strut up to the counter, grab the cup with your name on it, and enjoy the hot brew that was made especially for you. The same sentiment can be created in the healthcare space, and can lead to enticing results. Personalized patient engagement correlates with better care outcomes. The more involved and invested a patient is and feels with his or her healthcare, the greater the likelihood for successful outcomes.

An EMC report showed that 47 percent of patients want “personalized” experiences. The key for healthcare providers is the same as the barista: know your customer. Not all patients are the same, and treating them as such deters them from taking part in their health. Utilizing data and preferences, healthcare organizations can tailor interactions with patients, including what doctor a patient prefers, their health history, how they like to communicate, and potential other health issues, allowing treatment options to become easy, delightful, and accessible.

Conclusion

As the industry goes forward to improve upon strategic patient experience improvement, research from PwC suggests that the solution is systemic: 73 percent of provider executives say balancing patient satisfaction and employee job satisfaction is a barrier to efforts to improve the patient experience. But with the right technology-based tools and human support, this barrier can be lifted, helping eliminate employee hardships and improve the patient experience by delivering on each of the above trends.

If you’re going to be at HIMSS18, come and stop by the Stericycle Communications Solutions booth #859 to share your ideas and perspectives on patient engagement.

The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality live agent services, scheduling solutions, and automated messaging solutions.  Stericycle Communication Solutions provides unified human & tech-enabled communication solutions for optimized patient experiences.  Connect with Stericycle Communication Solutions on social media: @StericycleComms

Make The Busy Patient’s Living Room Their Waiting Room

Posted on December 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

Patients are busier than ever before. Between the hours of eight to five, a majority have only limited availability to reach out to their healthcare providers. And after the day’s work is done, other responsibilities – such as their children’s after-school activities or errands – reign supreme. Providing easy-access avenues to securing care is the key to acquiring these patients’ loyalty.

In many ways, I’m the busy patient described above. And when I recently came down with a stubborn cough and began looking for an urgent care that could quickly see me, I experienced what I already knew: many healthcare organizations are unequipped to provide care that caters to digitally-minded patients. There were three key problems with my experience.

Problem: Limited Information Available Online
When initially searching for a local urgent care, I struggled to learn more about what a typical experience looked like at various locations. As a first time, admittedly nervous urgent care patient, I wanted to make an informed decision about where to receive care. However, I found that many websites did not offer the insight I sought. Without more information to go off of, I made my decision based on the health system’s good reputation.

Solution: Beef Up Your Web Presence
Ensuring your website has information for all patient types – especially those who may be less familiar with what your unique experience may include – will provide greater peace of mind, set accurate expectations, and enhance patient satisfaction.

Problem: Inability to Reserve Estimated Treatment Time Online
For many, leaving work to sit in a waiting room isn’t a viable option. And without an easy way to reserve an estimated treatment time or insight regarding how long the wait time may be, making time to seek valuable care can be a challenging task. While I was able to leave work early and spend the afternoon at my chosen urgent care, many others don’t have the same flexibility in their positions.

Solution: Introduce Urgent Care Digital Check-In
Enabling patients to reserve their place in line from wherever they may be creates a more seamless patient experience, enhances their sense of access, and creates greater operational efficiency within your facility.

Problem: Forced to Wait in Waiting Room
Though I was lucky be able to leave work early and wait for care at the facility, I would have much rather waited at home. Unfortunately, the urgent care only allowed patients to wait to be seen from within the waiting room with little way of entertainment; leaving would forfeit the patient’s place in the queue. As someone who has been spoiled with this capability across numerous restaurant, veterinary, and mechanic experiences, I was disappointed to find this feature wasn’t readily provided by the healthcare facility.

Solution: Automatically Notify Patients When It’s Time to Be Seen
More patients than ever have access to convenient communication tools. By digitizing your check-in process, you can enable patients to wait from the comfort of their home and notify them when it’s nearly time to be seen via an automated text message or voice call.

In all, my urgent care experience took over two hours. Had the facility provided access to more information regarding what my experience could include, the ability to reserve an estimated treatment time online, and a convenient reminder when my time to be seen neared, I could have saved over an hour spent sitting in the waiting room. If I had access to these capabilities, I could have spent this time completing important work tasks while relaxing (and keeping my germs) at home.

To learn more about how busy, 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