CHIME Member Survey Reveals Patient Relationship Management Opportunities

By: Don Thompson, Head of Marketing

We recently had the opportunity to survey members of the College of Healthcare Information Management Executives, better known as CHIME, about their usage and feelings around patient relationship management (PRM) technology. We know the healthcare industry has made great strides in adopting new and better tools for PRM, but hearing from health IT executives directly will help us identify where challenges still remain and how we can continue to take steps forward.

The Results

Starting with the good news, health IT executives overwhelmingly see the benefit of a PRM platform for their organization. Among the top benefits cited, increasing patient engagement continues to be the top reason for introducing a digital technology platform. That is quickly followed by greater overall efficiency,  time savings, and improved patient enablement and education.

Yet despite recognizing the benefits of PRM, only 21% of those surveyed report being very satisfied with their current platform. Health IT leaders cite too many fragmented solutions as creating problems for their organization, with a lack of integration with other systems leading to headaches.

Another challenge facing health IT leaders when it comes to implementing a PRM platform is gaining acceptance from executives, staff, and patients themselves. Yet nearly half (47%) of those surveyed state that improving patient experience and satisfaction – which is what PRM is designed specifically to do – is the biggest opportunity for their healthcare system.

The Path Forward

As a leading provider of patient relationship management platforms, we strive to help health IT executives overcome these challenges and feel we have an obligation to offer PRM solutions that will work for all. In fact, our sole focus for more than 30 years has been enabling healthcare facilities to build trust and enhance the patient experience with easy-to-use platforms that meet the needs of both IT professionals and healthcare staff.

For example, in addressing the fragmented solutions challenge identified above, we strive to go above and beyond the industry norm. That’s why we offer more than just simple, one-way appointment reminders. Our platform features omnichannel, two-way communication options that allow for physicians and patients to engage via a virtual agent before, during, after, and in-between visits. The virtual agent can support self-service of routine EHR-integrated requests including scheduling appointments and responding to a wide variety of inquiries. In fact, our suite of solutions also covers referral management, eCheck-In, billing, reputation management, and so much more to cover every step of the patient’s healthcare journey.

Additionally, TeleVox’s PRM seamlessly integrates with Epic, Oracle Cerner, Meditech, NextGen, athenahealth, and other leading EHRs, helping your organization increase the effectiveness of your patient engagement efforts. The wide-ranging tools and integrations we offer greatly reduces staff burden, leading to broader acceptance for all involved parties.

We recognize that there are a lot of healthcare technology offerings available. But if you find yourself dissatisfied with your current PRM or struggling to meet your engagement goals, we would welcome the opportunity to showcase how TeleVox has been solving these challenges for more than three decades. Get In Touch With TeleVox – Digital Healthcare Solutions.