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Kyruus Blog

Kyruus

Recent Posts by Kyruus:

“When Times Get Tough, Get Creative” & Other Pointers for Leaders of Clinically Integrated Networks

In 2015, Mercy Health (Cincinnati, OH) and Summa Health (Akron, OH) formed one of the largest clinically integrated networks (CINs) in Ohio, Advanced Health Select, to enhance chronic care management and lower the total cost of care for patients in Ohio and Kentucky. Their respective ACOs were the first networks to join the CIN, linking 2,800 providers. The CIN has since expanded to include closer to 3,500 providers. We were pleased to host two leaders from these health systems on a recent webinar: J.D. Whitlock, VP of Enterprise Intelligence at Mercy Health and Ellen Smith, VP of Business Development & Access at Summa Health. Here were some of the top takeaways:

Topics: Patient Experience Patient Access Provider Networks Patient Engagement

Call Center Patient Experience Blog Series: Enterprise-Wide Visibility Into Provider Availability: A Patient Access Imperative

This is the third post in our Call Center Patient Experience Series. Over the course of this three post series, we’ve explored some of the top barriers to patient access through health system call centers and how they impede a positive patient experience: outdated provider directories, limited patient-provider matching capabilities, and lack of visibility into provider availability.

Topics: Patient Experience Patient Access Access Center Patient Engagement Patient-Provider Matching Provider Directories

Call Center Patient Experience Blog Series: How the Absence of Patient-Provider Matching Capabilities Impairs Patient Access

This is the second post in our Call Center Patient Experience Series. Over the course of this three post series, we’ll explore some of the top barriers to patient access through health system call centers and how they impede a positive patient experience: outdated provider directories, lack of patient-provider matching capabilities, and insight into provider availability.

Topics: Patient Experience Patient Access Access Center Patient Engagement Patient-Provider Matching Provider Directories

Call Center Patient Experience Blog Series: The Impact of Outdated Provider Directories on Patient Access

As we explored in an earlier blog, hospitals and health systems are struggling to deliver a great patient experience through their call centers  often the “front door” to their organization  due in large part to barriers to patient access. Over the course of a three post series, we’ll explore some of these top barriers and how they impede a positive patient experience: outdated provider directories, lack of patient-provider matching capabilities, and insight into provider availability.

Provider Directories & Patient Access

While demand for online self-service capabilities continues to rise, many patients still connect with a health system the old-fashioned way – over the phone. However, access centers frequently lack the resources to provide an effective, high-touch patient experience. In fact, our recent secret shopper report found that 82% of call centers were unable to book an appointment directly over the phone during the initial interaction. That’s not just a major barrier to patient access, it also means that most call centers are not equipped to deliver a call center experience that ends with a booked appointment, a big problem for converting demand and retaining patients in increasingly competitive markets.

Topics: Patient Experience Patient Access Access Center Patient Engagement Patient-Provider Matching Provider Directories

Building & Owning Your Health System's Brand: Five Takeaways from Our Webinar with Providence St. Joseph Health

We recently had the pleasure of hosting Aaron Martin, Executive Vice President and Chief Digital Officer at Providence St. Joseph Health, and Shweta Ponnappa, Senior Director of Digital Marketing at Providence St Joseph Health, for a webinar titled Building & Owning Your Health System’s Brand: Strategies for Acquiring & Retaining Patients Online. Having both previously worked at Amazon, Aaron and Shweta shared how they’ve brought their insights from ecommerce to their work driving digital innovation at Providence St. Joseph Health, one of the largest not-for-profit health systems in the US. They shared strategies for attracting and engaging patients online, as well as their perspectives on balancing investment in an organization’s own digital capabilities versus third-party listing sites.

Topics: Patient Experience Patient Access Patient Engagement Patient-Provider Matching

Do you know how primary care providers make decisions about specialty referrals?

    

Patient access is a top five strategic priority for health systems across the U.S., and many organizations have researched related challenges from the perspective of patients and specialist providers. Patients find healthcare providers in a variety of ways and, for health systems, provider-to-provider referrals represent a key channel into their organizations. 

ATLAS Conference Takeaways: Actionable Ways to Enhance Patient Access in 2017

 

Last week we welcomed over 100 hospital and health system leaders to the 2016 Annual Thought Leadership on Access Symposium (ATLAS) focused on “Reinventing the Patient Experience Through Better Access.”  A rich day and a half of dialogue and best practice-sharing covered key topics such as boosting digital consumer engagement, improving access center operations, instituting provider data governance, and addressing patient access across channels.

Annual Thought Leadership on Access Symposium (ATLAS): Six Reasons to Attend


We know the common pain points around attending conferences: staggering registration fees, taking time off work, a lack of actionable session content, and a maze of vendors clamoring to give you yet another trinket in return for a few minutes of your valuable time.

When we first launched ATLAS in 2014, we dared to be different by hosting a conference where health leaders could discuss how critical patient access has become to their organizations' patient acquisition, patient retention, care coordination, provider network alignment strategies, and more. With ATLAS now in its third year, we’ve learned the value of the event from attendees, speakers, and panelists. Based on their feedback, here’s a list of six reasons why you should attend ATLAS 2016:

Topics: ATLAS Conference Healthcare Conferences Patient Experience Patient Access

PEAPod Presents: John Englehart, HSS, and the Patient Experience

The Patient Experience and Access Podcast (or as we call it here, PEAPod) is back and packed with more action! We want to thank everyone who gave our first episode featuring Michael Ruiz, VP and Chief Digital Officer at MedStar Health, a listen. The feedback has been great, and we're excited to keep cranking out episodes that reveal the exciting initiatives at some of the country's leading health systems to improve patient access.

For our second episode, we were honored to chat with John Englehart, Chief Marketing Officer at Hospital for Special Surgery in New York. HSS has recently been named the top hospital for orthopedics in the country by U.S. News World & Report Best Hospitals Survey for the seventh consecutive year, and has also grabbed the #2 spot for rheumatology.

Topics: Patient Experience Patient Access

Experts in Patient Access: Sanjay Pathak of Kyruus

 

Sanjay Pathak, MPH, MBA, is a Senior Vice President of Market Development for Kyruus. Prior to Kyruus, he was a Senior Vice President at Brigham and Women’s Hospital - where he had responsibility for clinical operations including surgical, imaging and procedural services and directed the cardiovascular and cancer service lines.

Topics: Patient Access