Patient access ROI's

Need Title Slide

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The ROIs of Recasting the Patient Access Experience

How Do Patients View Access?

PROPRIETARY AND CONFIDENTIALNOT FOR EXTERNAL DISTRIBUTION

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How Did Providers Innovate Access?


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They use better phones to answer patient calls.

How Do Patients Access Their Other Firms?


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Realized Benefits

– Reduced call volume 30% by:

• Decreasing duplicate calls

• Increasing 1st call resolution

• Improving effectiveness of processes

• Offloading calls to web-service

• Savings of $900,000

– Increased scheduling capacity by 15%, reduced cancellations by 20%, no-shows by 20%

• Selected new scheduling application, standardized physician scheduling, electronic reminders


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Realized Benefits

– Increased customer satisfaction

• Online “ask us a question”

• Online registration forms

• Reduced wait times

• Contact center triage

• Reduced number of transferred calls

– Increased new patient acquisition

• Online window to register

• Increased contact center hours


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Factors Contributing to Poor Access

– Physicians receive 100-200 calls each day

– Patients call +2 times to meet their need

– Primary care patients wait for appointments; retail clinics capturing share

– Losing an appointment results in losing future appointments

– Specialty care patients wait longer

– Average fully loaded cost of a call is $25-$30


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Business Challenges of Poor Access

– Decreases effectiveness of population health

Health concerns are untreated or unmanaged

Creates discontinuity of care management

Patient frustration causes them to ignore care plan

Patients go to ED for non-emergent care

Decreased collections, increased revenue cycle

Patients switch to plans guaranteeing provider

availability


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What Makes Consumers Switch Providers?

– 67% site convenience

– 88% site ease of getting appointment

– 39% site long wait times

– Patient losses prohibit scaling the practice


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What are the Access ROIs?

The ROIs of improved caller access come from:

– Reducing call volumes by improving processes

– Reducing wait times and abandoned calls by adding automated call-back functionality and increasing service hour availability

– Providing other effective access channels (self-service) to decrease calls

– Reducing the number of duplicate calls and faxes

– Providing clinical access

– Reducing unnecessary ED visits


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What do Customers Expect?

89% of companies try to exceed expectations

84% of customers say expectations were not even met

What are customers’ expectations:

– They expect to meet their needs without having to call your organization

– Calling requires effort, costs you money and angers your customers

– Customers will look for an easier solution


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Increasing Retention = Decreasing Effort

Requiring patients to call decreases loyalty

Improved call satisfaction does not create loyalty

Better customer service does not increase loyalty; not needing customer service does

Focus on better results, not less talk time

Decreasing effort reduces service costs and increases retention1

HBR 7/2010 12

Thank you


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Mr. Paul Roemer, CEO, Pale Rhino [email protected]

mailto:[email protected]

Patient access ROI's

Healthcare

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