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

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

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

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

The Journey to a Modern Access Center: Key Takeaways from our Webinar with Emory and USF


In our recent webinar, The Changing Role of the Modern Access Center: Transitioning from Transaction to Experience, Sarah Kier, Director of Operations at Emory Healthcare, and Kelli Kessack, Director of Access and Engagement at USF Health described how they’re growing their organizations to expand access to care and deliver the ideal patient experience. During this webinar, they shared their experiences scaling their respective organizations to champion patient access and provider utilization.

Topics: Patient Access Patient Experience Provider Networks Access Center Provider Data Management

Health Systems’ Unique Role in Patient-Provider Matching


Becoming the Go-To Source of Provider Information

A simple Google search of a provider name will reveal a number of digital health resources competing to share information that will attract patients. These sites cater to easy access to information, creating a snapshot of a provider’s practice so that consumers can quickly compare care options the same way they would a hairdresser or restaurant.

Topics: Patient-Provider Matching Provider Data Management Provider Networks

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: Provider Data Management Patient Access Online Scheduling

Laying the Foundation for Enhanced Patient Access: The Importance of Analytics

Analytics are becoming increasingly important in healthcare: marketers use it to optimize their campaigns, population health researchers use it to identify at-risk populations, and physicians use it to decide which drugs to prescribe. However, with healthcare organizations and patients generating so much data, it’s sometimes impossible to make sense of it–or make the data actionable. In fact, the amount of health information produced is doubling every three years, and by 2020 it is estimated to double every 73 days.1 And while the quantity of data is intimidating for most, it also offers health systems an opportunity to drive change, especially to improve patient access.

As the healthcare landscape continues to evolve and patients seek out convenient and affordable care, being able to leverage existing data will be critical to expanding access to care and maintaining patient loyalty. Here’s how to use your data to lay the foundation for enhanced access:

Topics: Provider Data Management Patient Access Analytics

Three Reasons Provider Data is Central to the Patient Experience

For most health systems, keeping provider directories up-to-date is an ongoing issue: provider networks, and information about providers themselves, change constantly. Our recent white paper looks at some of the key areas where accurate, centralized provider data management can boost the health system’s bottom line (from improving marketing operations to optimizing provider networks). But what about the impact to patients entering the system? Inaccurate, incomplete provider data has the power to negatively impact the patient experience—from inaccurate referrals to access to timely care in a convenient location. This post looks at three patient scenarios where inaccurate provider data has the potential to hurt the patient experience:

Topics: Patient-Provider Matching Provider Data Management Provider Networks

Centralized Provider Data: Powering Effective Referral Management

With great certainty, we get patients to the right doctors — every time.
– Andi Kolodny, Director, Physician Referral Services at Hospital for Special Surgery

At Hospital for Special Surgery (HSS), one of the nation’s leading orthopedic hospitals, providers are grouped into very specialized service lines. When appropriate routing requires such a granular knowledge of providers’ unique expertise, Andi Kolodny’s team in the Physician Referral Services Center rely heavily on rich provider information to help them make quick, informed decisions about which providers a patient should see. By leveraging a centralized provider directory, the HSS team is able to understand each physician’s unique expertise, as well as logistical information to meet patients’ needs (e.g., insurances accepted and provider practice locations), and get patients to the right provider, every time.

Topics: Patient-Provider Matching Provider Data Management Provider Networks ATLAS Conference