Kyruus Blog

Planning for the 'Next Normal:' Insights from Kyruus Leadership

In many of our recent blogs, we have talked about the disruption the pandemic has caused in healthcare, how it has changed the healthcare landscape, and reshaped the patient journey. With many organizations having already pivoted (and some continuing to do so), the conversation has become “what’s next?” Though COVID-19 cases remain high in many areas, now is the time to start thinking about recovery and what it could look like.

Topics: Digital Patient Experience Patient Engagement Patient-Provider Matching Provider Data Management Marketing

Five Consumer Trends to Watch in 2021

From fighting COVID-19 to deploying telehealth platforms rapidly, the last 12 months have certainly presented the healthcare industry and those that work in it with a number of new – and unpredictable – challenges. However, the last 12 months have also been full of learnings and growth, teaching organizations how to drive greater alignment when executing strategic initiatives and engage with consumers in new and innovative ways.

Topics: Digital Patient Experience Patient Engagement Patient-Provider Matching Provider Data Management Online Scheduling Marketing

Five Insights on the Future of Patient Access From the 7th Annual Thought Leadership Symposium

Without question COVID-19 has caused incredible disruption to industries across the board, with the healthcare sector experiencing some of the greatest challenges. At the same time, however, the pandemic has been a catalyst for rapid innovation, revealing opportunities to rethink and transform approaches to care delivery and access. From learning to operate remote call centers to looking for more digitally-enabled ways to engage with patients (e.g., virtual care, virtual assistants), the pandemic has pushed health systems to reimagine—and quickly—their approaches to enabling patient access.

Topics: ATLAS Conference Digital Patient Experience Access Center Patient Engagement Patient-Provider Matching Provider Directories Provider Data Management Change Management Online Scheduling Marketing

Patient Perspectives on Virtual Care Part 3: How to Expand Access to Virtual Care and Generate Future Interest

As we discussed in the first two blogs of this series, before the onset of COVID-19, virtual care was used rather infrequently, in fact few health systems even provided the option for receiving care. However, when the pandemic struck, we saw many organizations pivot quickly and rapidly implement virtual care programs to expand access to safe and timely care. And for the most part, patients eagerly adopted it and have been overwhelmingly satisfied with their virtual care experiences. In fact, our recent report, Patient Perspectives on Virtual Care, found that almost three-quarters of respondents wanted the option of virtual visits as part of their standard care moving forward and half would switch providers for the offering. Even now, as some health systems have resumed in-person visits, the desire for virtual visits remains high–many of our customers are still seeing the same number of virtual visits as they did this summer.

Topics: Digital Patient Experience Patient Access Patient Engagement Online Scheduling Marketing

Patient Perspectives on Virtual Care Part 2: How to Differentiate Your Virtual Care Experience

As we discussed in the first blog of our series, How to Increase Awareness of and Access to Virtual Care, virtual care has seen a surge in adoption since the onset of the pandemic earlier this year. While it is very important for healthcare organizations to look for ways to market these services and ensure access to information about which providers deliver care virtually, it is just as important to look at the experiences patients are having with virtual care.

Topics: Digital Patient Experience Patient Access Patient Engagement Online Scheduling Marketing

Patient Perspectives on Virtual Care Part 1: How to Increase Awareness of and Access to Virtual Care

Prior to this year, the majority of healthcare consumers had little experience with virtual care. Now, just six months later, most health systems are utilizing virtual care offerings as a way to enable access to care for patients during the COVID-19 pandemic. In fact, according to our newest research report, Patient Perspectives on Virtual Care, 72% of patients had their first-ever virtual care visit this year. While initial reports indicate that the utilization of virtual care offerings has skyrocketed, what does the experience look like? How are patients finding out about and accessing these virtual care offerings?

Topics: Digital Patient Experience Patient Access Patient Engagement Online Scheduling Marketing

How Health Systems Can Optimize Demand Conversion Online

 

Whether it was looking for a repairman or deciding which PCP to book with, the way we shopped for products and services was drastically different 10 years ago. Historically, many of us relied on family members and friends for recommendations and few, if any, comparison tools existed to validate those options. However, as the internet matured rapidly, consumer behavior started to change. We became less focused on brick-in-mortar experiences and more focused on digital ones. And today’s online patient behavior is no different. Patients want to weigh their options and they are looking to health systems to make information about their providers and services easily accessible online. Adapting to this shift and treating patients as savvy consumers will be imperative to maintaining relevance in an evolving–and increasingly competitive–digital landscape.

Topics: Digital Analytics Patient Access Marketing

Taking a Consumer-Centric Approach to Access: Insights from Banner Health

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. 

Topics: Clients Patient Experience Patient Access Access Center Marketing

Blog Series: ATLAS 2018 Breakout Track—Exploring New Frontiers of Patient Access

Tell us about the track you’re leading at ATLAS:

I’ll be leading the “Exploring New Frontiers of Patient Access” track, which is incredibly timely and important given the velocity of discussions I’ve been in with customers who are eager to push patient access boundaries at their health systems.

My track includes three sessions:

  • New Revenue Streams & Opportunities for Health Systems in Venture Capital
  • Expanding Access Beyond Hospital Walls: Alternative Sites of Care
  • AI, Chatbots & Other Emerging Technologies

Topics: ATLAS Conference Digital Patient Experience Patient Access Marketing

Blog Series: ATLAS 2018 Breakout Track—Driving Your Health System's Digital Transformation

Tell us about the track you’re leading at ATLAS:

The Driving Your Health System’s Digital Transformation track at this year’s ATLAS focuses on a topic that has been defined as the “use of technology to radically change the performance or reach of an enterprise,” per the widely recognized definition of MIT Sloan professor George Westerman. We will be covering topics ranging from how to introduce digital transformation initiatives into your organization, to physician engagement in the context of said initiatives, along with real narratives from leaders who have taken digital transformation journeys at their respective organizations.

Topics: ATLAS Conference Digital Patient Experience Patient Access Marketing