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Kyruus Blog

Baystate Health's Story: Personalizing the Patient Experience by Engaging the Right Stakeholders

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

Topics: Clients Patient Experience Patient Access Access Center Provider Networks Provider Directories Provider Data Management Online Scheduling

A Series on Chatbots: Using Chatbots to Deliver Self-Service Access to Care

There are many frameworks available to start developing your chatbot solution, for example, Google’s Dialogflow, Amazon Alexa, or Bot Framework from Microsoft. The benefits of using any one of these are undeniable: you can stand up a minimum viable product quickly. Without having prior AI knowledge, you can design the chatbot to fit your domain and integrate it with other services you already use. Some of them even have free offerings with sufficient capabilities to test your ideas, without investing a lot of time and cost.

Topics: Digital Patient Experience Patient Access Online Scheduling

Do You Have a “Doctor Famous” Problem?

“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?

Topics: Clients Patient Experience Patient Access Access Center Provider Networks Provider Directories Provider Data Management Online Scheduling

Infographic: Keeping Pace with an Evolving Patient Access Journey

Today’s consumers are “shopping” for healthcare now more than ever. And while convenient care options and access to rich provider information are driving healthcare consumers’ decisions around selecting care, insights from our second annual patient access report show that cohesiveness in the patient access experience is lacking.

Topics: Digital Patient Experience Patient Access Access Center Online Scheduling

A Series on Chatbots: Guiding Principles for Chatbot Integration


Among the first things you want to consider when you’re ready to integrate chatbots is how they align with your product strategy and customer value proposition. In the healthcare space you'll also need to consider and account for the ethical, regulatory, compliance, and operational requirements in the design of the chatbot.

Topics: Digital Patient Experience Patient Access Access Center Online Scheduling

Community Health Network’s Multi-Channel Approach to Enhancing Patient Access


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.

Topics: Clients Patient Experience Patient Access Access Center Provider Networks Provider Directories Provider Data Management Online Scheduling

How Hospital for Special Surgery Positions its Referral Center to Unlock Access & Boost Patient Satisfaction


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.

Topics: Clients Patient Experience Patient Access Access Center Provider Networks Provider Directories Provider Data Management Online Scheduling

A Series on Chatbots: Leveraging Technology to Meet Consumer Expectations


Did you know that over 84% of American adults saw a physician in 2016?1 You would think for an industry that has such a significant impact, they would make things easy, efficient, and consumer-friendly for its users. Unfortunately, this isn’t the case for most. Reflect on the last time you were able to call and book an appointment to see a doctor for yourself or someone in your care. How would you rate that experience? Did you wonder if there was a better and more accessible way to find care?

Topics: Digital Patient Experience Patient Access Access Center Online Scheduling

The Case for Online Scheduling

While we’re all aware that healthcare is a bit behind other industries on consumer engagement, we can’t understate that our objectives and complexities far exceed airfare and fine dining. Even still, the voice of the healthcare consumer is strengthening and it's changing the conversation about healthcare and how it's delivered. As patients take a more active role in their care and that of their relatives, they are spending more time online —and they expect their interactions to be more convenient, accessible, and digital.

Topics: Patient Access Provider Data Management Online Scheduling

A Consumer-First Approach to Bringing Provider Data Online

Consumers are ready for online scheduling. A huge barrier is that health systems struggle to consolidate complex healthcare data sources, administrative workflows, and appointment types into a consumer-friendly online experience.

Topics: Clients Patient Experience Patient Access Provider Directories Online Scheduling