Taking a look back at our most popular content pieces from 2017, one thing is clear—health system leaders are focusing on enhancing patient access and providing a consistent enterprise-wide patient experience. Health systems are evaluating their current patient access models to determine if they’re meeting patients’ preferences to schedule appointments in an efficient manner and they’re staying ahead of the latest healthcare consumer trends–online and offline–to establish priorities for the coming years.
Check out the list below of the four most popular content pieces from 2017:
Rising healthcare costs are driving consumers to take a more active role in their healthcare decisions and they’re increasingly expecting the digital self-service capabilities they already experience in other industries. We surveyed 1,000 consumers to understand how these trends are impacting behavior around patient access and provider selection.
Often the first point of contact with patients, call centers play a critical role in setting the tone for the patient’s experience with a health system. However, many struggle to deliver the service patients seek—and convert demand to booked appointments—due to gaps in the data available to agents and manual processes for finding providers. We dialed the call centers of 40 health systems to evaluate how effective they were at meeting patient’s preferences and scheduling appointments.
Traditionally, patient access models have fallen into two key types: distributed, in which scheduling agents are dispersed among each practice, or centralized, in which all agents work together in a central call center. Within the latter category there are two variations: co-located (agents together but not cross-trained for various specialties) and integrated (agents cross-trained). This white paper provides an in-depth look at each of these models, exploring the benefits and challenges of each for three primary stakeholder groups (patients, providers, health systems).4. Swedish Medical Center Case Study:
The leadership team at Swedish Medical Center, the largest non-profit health provider in the greater Seattle area with five hospital campuses and a network of more than 100 primary and specialty care clinics, wanted to improve service to patients and boost its call-to-appointment conversion rate, but struggled to do so through its outsourced call center (<30% of calls resulted in booked appointments). As a result, the team decided to launch an in-house patient access center and power it with a new provider data management platform and provider search application to enable agents to match patients with the right providers.
Health system leaders are clearly taking an in-depth look at the ways patients interact at various access points into their system. Industry leaders are eager for the latest insights into the patient journey and what healthcare consumers value when searching and selecting providers. While evaluating current models and plans, health systems are looking for ways to they can innovate to enhance the patient experience in 2018 and beyond.
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