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In the News: Chief Healthcare Executive

Patient expectations for healthcare experiences that mimic those of retail are clashing with a system that’s currently troubled with severe staffing shortages. Scheduling a healthcare appointment can mean waiting on hold, dealing with complicated phone trees, and potentially playing phone tag with a doctor’s office. This inconvenient, outdated approach leaves much to be desired from a patient experience perspective. In response, health systems are laser-focused on increasing patient engagement, implementing solutions and processes that positively impact experience scores, and improving care outcomes.

As the to-do lists of healthcare teams—including clinicians and support staff—grow, these individuals have fewer resources with which to complete them. Technology that automates manual outreach and allows staff to “hang up the phone” on actions like appointment scheduling is a welcome reprieve. And for staff who are already overburdened with non¬-administrative tasks, increasing patient engagement is easier when it’s integrated with the electronic health record (EHR) system they use every day.

Automated engagement saves time (for staff and patients), boosts the patient experience, and fills up schedules faster, resulting in higher visit volumes for hospitals and health systems. Organizations that still rely on their staff to make hands-on phone calls are missing out on opportunities to address staffing and capacity issues while offering individuals a more personalized, convenient digital experience. A recently conducted survey of more than 2,000 individuals revealed that nearly half (45%) struggled to schedule healthcare appointments, and one-quarter experienced delays in treatment or surgery. Fortunately, combating this frustration is simple with automated platforms that support this goal of increasing patient engagement.

In his latest article, Vik Krishnan, General Manager of Intrado Digital Workflows, expands upon this topic and details how health systems can tag in tech to help with burdens related to our industry’s complex staffing and labor dynamics. You can read the full Chief Healthcare Executive article here.

“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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