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Kyruus Blog

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

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: Patient Access Patient Experience Clients Online Scheduling Provider Directories

Five Reasons Patient Access Requires a Multi-Channel Approach

Health systems have a multitude of “front doors” (i.e., patient access points) and, as today’s care networks continue to evolve in size and scope, linking those points is becoming a growing priority. Recently, Katie Logan, VP of Experience at Piedmont Healthcare and Andy Hare, Associate VP of Access Services at UAB Medicine, joined Healthcare Informatics and Kyruus on a webinar, “Taking a Multi-Channel Approach to Access.” Both Piedmont Healthcare and UAB Medicine are pursuing significant initiatives to transform how patients access their health systems and transition within them.

Topics: Patient-Provider Matching Patient Access Access Center Provider Data Management Provider Directories

The Power of Provider Data Management

We all make dozens of decisions a day, many of which are informed by data. From the recommended products we buy on Amazon to precision cancer treatments, data serves as the foundation to many of the choices we make. However, even when we’re surrounded by data, it isn’t always accessible. Many of today’s patients, for example, are acting more like savvy consumers and are conducting research on providers before booking an appointment.

Topics: Patient-Provider Matching Patient Experience Provider Data Management Provider Directories Provider Networks

Five Things Health Systems Leaders Need to Know About Access Centers

Health systems and hospitals are increasing their emphasis on improving patient access to attract new patients and retain existing ones. Access centers and their staff play a central role in this initiative, yet they face unnecessary hurdles with such essential tasks as finding an appropriate provider and booking appointments.

Topics: Access Center Patient Access Patient Experience Patient-Provider Matching Provider Directories

Call Center Patient Experience Blog Series: Enterprise-Wide Visibility Into Provider Availability: A Patient Access Imperative

This is the third post in our Call Center Patient Experience Series. Over the course of this three post series, we’ve explored some of the top barriers to patient access through health system call centers and how they impede a positive patient experience: outdated provider directories, limited patient-provider matching capabilities, and lack of visibility into provider availability.

Topics: Patient-Provider Matching Patient Access Patient Engagement Patient Experience Access Center Provider Directories

Call Center Patient Experience Blog Series: How the Absence of Patient-Provider Matching Capabilities Impairs Patient Access

This is the second post in our Call Center Patient Experience Series. Over the course of this three post series, we’ll explore some of the top barriers to patient access through health system call centers and how they impede a positive patient experience: outdated provider directories, lack of patient-provider matching capabilities, and insight into provider availability.

Topics: Patient-Provider Matching Patient Access Patient Engagement Patient Experience Access Center Provider Directories

Mission-Driven for the Patient Experience: Observing from the Tech Side

As I sit at our NewCo Boston event in a room with almost 30 people, everyone is nodding their head as Julie Yoo, Co-Founder and Chief Product Officer at Kyruus, speaks about how Kyruus was started. It’s in this moment that it dawns on me...we’re all patients. Regardless of where we come from, what our life experiences have been, or what industry we work in, we have all experienced the issues Julie is speaking of in one way or another. We have all experienced the “patient access paradox,” where patients are being told to wait weeks, if not months, before they can see a physician, despite hospitals and health systems commonly operating at only 60-70% capacity. Even more so, in 25% of cases patients end up being misdirected to the wrong provider, leading to waste and delays in care.

Topics: Patient-Provider Matching Patient Access Patient Engagement Patient Experience Provider Directories

Call Center Patient Experience Blog Series: The Impact of Outdated Provider Directories on Patient Access

As we explored in an earlier blog, hospitals and health systems are struggling to deliver a great patient experience through their call centers  often the “front door” to their organization  due in large part to barriers to patient access. Over the course of a three post series, we’ll explore some of these top barriers and how they impede a positive patient experience: outdated provider directories, lack of patient-provider matching capabilities, and insight into provider availability.

Provider Directories & Patient Access

While demand for online self-service capabilities continues to rise, many patients still connect with a health system the old-fashioned way – over the phone. However, access centers frequently lack the resources to provide an effective, high-touch patient experience. In fact, our recent secret shopper report found that 82% of call centers were unable to book an appointment directly over the phone during the initial interaction. That’s not just a major barrier to patient access, it also means that most call centers are not equipped to deliver a call center experience that ends with a booked appointment, a big problem for converting demand and retaining patients in increasingly competitive markets.

Topics: Patient-Provider Matching Patient Access Patient Engagement Patient Experience Access Center Provider Directories