How can executives make simple, strategic digital workflow transformations to boost key performance indicators like patient experience scores and visit volumes? Vik Krishnan sat down with Jim Tate for an episode of The Tate Chronicles to share how 30 years of experience in the healthcare industry gives Intrado an edge helping hospitals and health systems implement high ROI patient engagement automation.
“If you think about where hospitals and health systems are today, most of what they're doing is still basic one-way SMS communication between patients and providers around appointment reminders,” Vik explains. These organizations are looking to move to real-time, two-way SMS workflows, and while that comes with significant ROI opportunity, “…there’s a huge gulf between where health systems want to be and what they are actually doing today.”
Intrado’s recent survey of College of Healthcare Information Management Executives (CHIME) members found that 82% of respondents currently offer basic, one-way appointment reminders. Yet 91% of these decision makers at large hospitals and health systems identified improving the patient experience as their number one priority—so there’s room to do more.
What does “more” look like? According to Vik, adopting key workflow automations that seamlessly integrate with existing EHRs can help healthcare organizations realize this goal. For example, the HouseCalls Pro platform can solve entire workflows through SMS, pulling and pushing information to and from the EHR. This lowers the cognitive burden on patients by making it easy for them to schedule and reschedule appointments entirely through SMS, which also helps providers recapture revenue. Furthermore, when health systems identify open appointment slots, additional automated workflows can drive actions like a recall or a referral. “We’ve ultimately increased patient volumes and decreased the manual labor that goes into it which is burdensome for hospitals and health systems,” said Vik.
Listen to the full episode of The Tate Chronicles for more insight from Vik on advanced, two-way SMS communication between patients and providers and how this technology is being implemented to help healthcare leaders reach their goals.