Kyruus Blog

The digital front door is not a new concept in healthcare. Before COVID-19, many organizations were already investing in their digital properties to capture the attention of healthcare consumers. While most had patient portals and find-a-providers, some driving engagement beyond their site by using local listings, adoption for newer technologies, like mobile applications, virtual care, and online scheduling remained low.

COVID-19 has highlighted the need for better access to care, particularly to mental and behavioral health treatments, which are often under-funded, under-resourced, and inaccessible for many individuals.

To shed light on the challenges that healthcare workers and the communities they serve are facing during this time and what organizations can do to help, Kyruus recently held a virtual forum on “Meeting Our Communities’ Mental Health Needs During and After COVID-19,” featuring Dr. Gary Gottlieb, Professor of Psychiatry at Harvard Medical School and former CEO of Partners in Health and Partners HealthCare; Dr. Chi Huang, Executive Medical Director of General Medicine and Hospital Medicine Shared Services at Wake Forest Baptist Health; and Dr. Mark Hyman Rapaport, Reunette Harris Chair of Psychiatry and Behavioral Sciences at Emory University School of Medicine and Chief of Psychiatric Services at Emory Healthcare.

The COVID-19 pandemic has highlighted the need–and demand–for a more modern healthcare consumer experience that incorporates digital tools to drive easy, frictionless access to care. Though most health systems have laid groundwork for this new era of healthcare, the onset of COVID-19 has sped up the process exponentially. As website traffic has skyrocketed with consumers seeking information, assistance, and access online, digital technology has played a powerful role in helping health systems triage and route patients effectively.

Earlier this week we were fortunate to host some of the country’s pre-eminent thought leaders at what was our sixth Annual Thought Leadership on Access Symposium (ATLAS). This year’s theme was “Expanding Boundaries. Removing Barriers.” “Expanding Boundaries” let us explore inspiring ways health system leaders are innovating around patient access and responding to industry dynamics, which increasingly point to a shift in care delivery outside of the walls of health systems. 

With consumers increasingly turning to the web to search for care, enhancing their digital presence is a key priority for many health systems. This was particularly important for newly-formed Prisma Health (formerly Greenville Health System and Palmetto Health), who, though not new to healthcare, was a new brand to consumers. On our recent webinar, “Putting Providers at the Forefront of Access,” Prisma Chief Digital Officer, Dr. Nick Patel, spoke with Kyruus CEO and Co-Founder, Dr. Graham Gardner, about their initiative to transform patient access online and how they engaged providers in the process.

As the first point of contact for many consumers searching for care, your access center and your agents are essential ambassadors of your brand. And in an era where patient loyalty is up for grabs, delivering personalized service over the phone can transform a single call into a lifelong relationship with your health system. On our recent webinar, Dave Kriesand, Vice President of Banner Health’s Customer Experience Center, shared how they’re differentiating their access experience by making it easier for patients to find care that meets their unique needs. 

In recent years, patient experience has transformed from an industry buzzword to a serious initiative for many of the country’s leading health systems. Why? As patients become savvy consumers and their options for care expand, they are prioritizing things like experience and quality of care and are willing to switch organizations to get it. In fact, a new Press Ganey report revealed that patient experience is 5x more effective than marketing tactics at driving patient loyalty.¹

“Hello? I’d like to schedule an appointment with Doctor Famous.”

Many consumers rely on a familiar name when selecting a provider, whether it’s one they read about in US News and World Report’s latest hospital rankings or a recommendation from a neighbor or family member. But often times, when consumers call to schedule with these providers, they find that “Doctor Famous” is booked out for weeks, if not months. With convenience being a top priority for many consumers, waiting that long just isn’t an option. If this is the case, how does one begin the process of finding another provider that they trust?

Recall the last time you scheduled a healthcare appointment. Now compare it to recent experiences searching for a flight or making a restaurant reservation. It’s not news that while other industries have become more accessible and consumer-oriented, healthcare has lagged behind. Navigating health resources can be an opaque process, with provider information strewn across various websites and often inconsistent between what’s available to consumers online and what’s available to those taking their calls in access centers. This makes it difficult for healthcare consumers to find the information they need to make informed decisions.

Patient engagement and experience are top of mind for health system leaders. As healthcare consumers increasingly demand efficient and personalized care, the pressure on health systems increases to engage with patients in new ways. Impact Advisors recently reported that more than 80% of CIOs view improving patient engagement and experience as a chief goal¹, underscoring the growing recognition among industry leaders of the critical need to compete on convenience and access to care.