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Kyruus Blog

Dan Obendorfer, Senior Product Manager of Analytics

Recent Posts by Dan Obendorfer, Senior Product Manager of Analytics:

Essential Metrics for Improving Access Center Experience: Delighting Patients as Healthcare Consumers

As health systems pursue strategic initiatives around improving patient experience and expanding access, capturing the right metrics is critical to ensuring their goals are met. Historically, health system access centers have used "call time" data to measure their efficiency and value, attempting to keep patient calls short in order to handle a higher volume of calls. And while this metric may make sense for other consumer industries, a call time KPI is no longer the most important metric to track for health systems. Why? With market competition rising and consumers prioritizing experience, access centers should instead measure how easy it is for a patient to get to the right provider at the right time.

Topics: Analytics Patient Experience Patient Access Access Center