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Kyruus Blog

Using Data for a Better Patient Experience in the Hospital Access Center

Using Data for a Better Patient Experience in the Hospital Access Center

Last month, we were thrilled to publish the first year results for the implementation of ProviderMatch with one of our first partners, Swedish Medical Center in Seattle, Washington.

Swedish selected ProviderMatch as part of a comprehensive initiative to improve patient experience and care-coordination at their multi-site health system. Starting in their Access Center – where previously, only 28% of the inbound calls were converting into scheduled appointments – the Swedish team identified an opportunity to improve the system’s underlying data integrity using the technology platform. Doing so would give their Access Center liaisons unprecedented ability to navigate information about Swedish providers and deliver that information to prospective patients in a seamless and satisfying way.

An analysis of the first year’s performance demonstrated that, with the help of the innovative patient access and referral management platform, Swedish was able to achieve:

  • 161% increase in Access Center volume (defined as number of calls handled per month)                                                                                          
  • 136% increase in Access Center efficiency (defined as inbound calls that converted to an appointment)
  • 27% gain over industry average in first call resolution

“We had the goal of transforming our access center from a transactional environment to one where patients felt like they were calling a friend or a family member,” said Karen Srour, Director of Patient Engagement Center Operations & Strategy at Swedish. “Implementation of ProviderMatch has allowed us to do just that by making so much data available and accessible in one central place."

The success of this initiative has led Swedish to further roll out the ProviderMatch suite of products across patient access points, including their consumer-facing search tools on their own web properties as well as the U.S. News & World Report annual Top Doctors listing

To learn how Swedish developed a comprehensive strategy and improved patient access efforts at Swedish Medical Center, please download the full case study.

Download Case study