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In the News: Becker’s Hospital Review

Self-scheduling is a high-priority enhancement for hospitals and health systems seeking to elevate patient access and make interactions with their organizations easier for the people they serve. This self-service feature and other similar patient-centered communication tools such as two-way, text-based interactions are especially timely as consumers demand more digital options to access and manage their healthcare.

Vik Krishnan, General Manager of Intrado Digital Workflows and Kamal Anand, Senior Vice President of Growth, Intrado Healthcare, spoke with Becker’s Hospital Review about how patient-centered communication tools can improve patient satisfaction, heighten engagement, and drive greater ROI for healthcare organizations.

More engaged, more satisfied patients…

Digital communication channels like text messaging, are heavily preferred by patients. In general, these individuals don’t want to be forced to pick up the phone to manage routine healthcare interactions like appointment scheduling and rescheduling. One study found that nearly 70% of patients want to be able to self-schedule appointments online—but only 37% can currently do so.

Two-way, asynchronous interactions between patients and the health system can make self-scheduling a reality. Bidirectional messages that allow individuals to respond and take action on their healthcare result in higher engagement rates. Patients are more likely to stay in contact about their care because the communication occurs when and where it works best for them. Insights like these are now placing the onus on the healthcare system to be more patient-friendly, accessible, and digital.

…translates to more revenue for health systems

The trend toward patient-centered communication tools benefits healthcare organizations, too. While digital interactions are certainly necessary to effectively meet patient expectations, hospitals are tackling experience improvements along with other pressing priorities. These organizations must implement solutions that relieve the burden on their staff members, bolster visit volumes, and drive revenue.

Self-scheduling supports all of these goals by automating many types of common patient outreach via two-way text messaging or IVR phone outreach without requiring staff members to lift a finger to place a call or update a person’s record. As a result, staff members have more bandwidth to focus on getting in touch with harder-to-reach individuals and direct patient care.

Most health systems are in the early stages of their patient engagement journeys. Yet advanced technology available today can launch organizations from “Stage A”—leveraging basic, one-way notifications like appointment reminders—to capturing significant ROI in just months. Automation doesn’t have to be a daunting task, especially amidst pressure to address staffing, revenue, and care outcomes.

Read the full article here to learn more about the evolution of end-to-end, streamlined, digital engagement.

“Adopting the HouseCalls Pro platform has endeared us to our operations and executive teams. ACPNY has implemented a variety of automated workflows and over twenty Epic-event-based messages. We also love the self-service capability and on-demand broadcast messaging.”

Venus Jones | Director, Revenue Cycle Systems
AdvantageCare Physicians

“Since adopting HouseCalls Pro to capture real-time, self-reported patient information via SMS and record that in Epic, we have continued to expand the use of automated workflows. The configurability of the system and the service provided has been excellent.”

Anthony Brown | Director, Application Services
Kettering Health Network

“Recently, a whole practice had to move. HouseCalls Pro provides tools that send reminders out, so we didn’t have a time delay to send out customized messages. We didn’t have to wait for TeleVox’s staff to build something. That helped our practice because we didn’t have to reach out to each patient to let them know where the new location was. Reaching out to each person would have cost a lot of money, so TeleVox’s system has saved us a lot of money. Everything ties into the finances. With this solution, we can utilize our time for other things. Our patient turnover would cost us in the long run if we weren’t utilizing the time slots and the follow-up program. Patients have come back, and we have made them aware that they need to be seen for things. The solution has definitely had a positive financial impact.”

Manager | Customer Interview Conducted by KLAS Research About ROI/Cost

“TeleVox’s greatest strength is customer service. When I have questions or need somebody to intervene, I get very good responses from my account manager. That individual is excellent and always checks on us to see whether there is anything they can do.”

Manager | Customer Interview Conducted by KLAS Research About Service and Support

“I really believe in the HouseCalls Pro product, and I regularly engage in networking with other people that use the system. I am a big fan of the platform and the framework on which the platform is built.”

Manager | Customer Interview Conducted by KLAS Research About Technology

The Patient Family Notifications workflow has helped a lot with logistics. Especially since we have limitations on people entering the hospital due to COVID protocols. It has really helped coordinate with rides. Family members drop the patients off and eventually they get the message that their family member is in recovery and know it’s time to head back into the hospital to pick them up. That is very helpful.

Claudia Andrade | Senior Applications Analyst
Cambridge Health Alliance
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