Free EMR Newsletter Want to receive the latest news on EMR, Meaningful Use, ARRA and Healthcare IT sent straight to your email? Join thousands of healthcare pros who subscribe to EMR and EHR for FREE!

The Increasing Role of Surveys in Reimbursement, Profitability, and Quality Care

Posted on February 14, 2018 I Written By

The following is a guest blog post by Jim Higgins, Founder & CEO at Solutionreach. You can follow him on twitter: @higgs77

Delivery of high-quality, patient-centered care has become the hallmark of the medical industry. The most commonly used indicators for measuring the quality of care are patient satisfaction and the patient experience. How patients feel about their experience is critical to overall practice success because it has been proven to impact health outcomes, patient retention, and medical malpractice claims.

The emerging standard for measuring patient satisfaction is the use of patient surveys. Patient satisfaction surveys are not only important when required for reimbursement, but also for practices focused on improving their patient-centered care (that should be everyone). A well written survey can be a very powerful and reliable tool. It can provide more information about what is going on in your practice. It demonstrates that your practice is working to improve. It shows patients that quality is your focus.

What are the key reasons that every practice should start implementing patient surveys?

Patient Surveys Increasingly Drive Reimbursement

Because both practice and hospital reimbursement are increasingly tied to health outcomes and patient satisfaction, patient surveys have become the go-to guide for improving the patient experience.

Currently, CMS (the Centers for Medicare and Medicaid Services) uses the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey to measure how patients feel about their hospital experience. They then take those results and compare them to hospitals locally, regionally and nationally and assign them a score. Those scores have been a big part of the Hospital Value-Based Purchasing program for nearly six years.

This past year, we have seen the implementation of MACRA. Under MACRA, physician and hospitals patient satisfaction scores are calculated. By 2019, these scores will impact Medicare reimbursements.

It is highly likely that this trend towards survey-based reimbursement will continue to grow. Even if your practice is not currently required to use patient satisfaction surveys for reimbursement, it is probable that you will at some point in the future. By sending out surveys now, you can get a better handle on changes that need to be made to secure high scores for future reimbursement.

Patient Surveys Increase Profitability

High patient satisfaction levels impact a practice’s profitability for reasons beyond just reimbursement. Studies have found a significant correlation between high patient satisfaction and the overall profitability of a practice. Consider this:

  • A good patient experience significantly lowers your risk of a malpractice suit. In fact, for each drop in satisfaction score, a provider is nearly 22 percent more likely to be hit by a lawsuit.
  • One surprising effect of an improved patient experience is reduced staff turnover. Because a better patient experience often involves implementing more efficient and effective processes, staff are able to work in a more pleasant environment. One provider saw their turnover rate drop 5 percent after efforts to improve the patient experience.
  • A good patient experience leads to lower patient turnover. This one is more obvious. Today’s consumer-minded patients are looking for a great experience. One study found that practices with poor patient-physician relationships are three times more likely to move to a new practice than those with good patient-physician relationships.

It’s easy to see why the use of a patient survey to track and improve the patient experience is quickly becoming best practice. As Joe Greskoviak, president and COO of Press Ganey explained, “We are seeing a shift in the way organizations look at the engagement of their patient populations. The ability to use patient experience as a competitive and strategic differentiator to gain market share is a valuable tool,” Mr. Greskoviak said.

Patient Surveys Lead to Quality Improvement

As dozens of studies have found, there is quantifiable evidence that tracking the patient experience leads to quality improvement in multiple ways. These studies have found that:

  • A good patient experience improves both prevention and disease management. In one study, diabetic patients increased their ability to self-manage their disease and, subsequently, improved their quality of life simply due to a good experience with their provider.
  • Positive patient experiences lead to a higher likelihood of care adherence for the patient. This is especially true for those with chronic conditions who meet regularly with their provider.
  • Patients who have a good patient experience and a positive view of their provider have better health outcomes compared to patients that have poor patient experiences. Heart attack patients who were highly satisfied with their practice saw significant improvements over their less satisfied peers one year post-attack.

Understanding how your patients feel through patient satisfaction surveys is an invaluable tool. These surveys can be as important to the success as your healthcare credentials. If implemented and used properly, a patient survey can help you increase profitability, healthcare outcomes, and reimbursement.

Solutionreach is a proud sponsor of Healthcare Scene. As the leading provider of patient relationship management solutions, Solutionreach is dedicated to helping practices improve the patient experience while saving time for providers and staff. Learn more about the Patient-Provider relationship survey here.

5 Ways to Keep Patients from Feeling like a Number

Posted on January 17, 2018 I Written By

The following is a guest blog post by Jim Higgins, Founder & CEO at Solutionreach. You can follow him on twitter: @higgs77

Think about the last time you felt upset at work. What was the root cause? Did you feel ignored? Overlooked? Unappreciated? If so, you are not alone. Studies have found that two out of three workers feel unappreciated at work and 65 percent would prefer a better boss over a pay raise. Everyone wants to feel that they matter. It’s simply part of our nature as social beings. This need to feel valued is not restricted to the work environment. In fact, studies find that it extends far beyond the office walls to retail, service, and—yes—healthcare experiences.

The Patient-Provider Relationship Study confirmed this—noting that practices can no longer rely on their excellent clinical care to keep patients coming back. Patient dissatisfaction is at an all-time high, prompting patients across the generations to switch physicians.

Between 43 and 44 percent of millennials and Gen Xers will switch providers in the next few years. It’s not just the younger generations, even baby boomers are restless—20 percent are likely to find a new physician in the next three years. While patient dissatisfaction is a complex issue with multiple solutions, one of the easiest and most effective treatments also has the lowest cost to practices—making patients feel valued.

Here are five simple tools a provider can use to help patients feel they are important:

  1. Acknowledge. Nothing makes patients feel like they are on the conveyor belt of medical care more than being ignored. There is a reason the grocery king, Walmart, pays to have people simply greet you as you enter and leave the store. Humans like to be acknowledged. Consider having different front desk staff assigned as the office “greeter” along with their regular duties. A quick, “Welcome John! I’ll be right with you” along with a genuine smile can go a surprisingly long way towards patient satisfaction.
  2. Remember. Try to remember small things about each patient. One way is through use of their name. Another great time to show a patient you remember them is on their birthday. Eighty five percent of Americans say that they feel special when others celebrate their birthday. It is easy to automate a personalized birthday email or text message that keeps you connected outside of the office.
  3. Respond. Medical offices are busy. There’s no way around it. But when a patient reaches out, it is important to respond as quickly as possible. The ability to two-way text with patients is handy here because it allows you to acknowledge (see #1) a message from an out-of-office patient while still being present with patients in the office.
  4. Listen. It can be easy to brush past comments or questions from patients. In fact, research shows that the average patient is interrupted within 18 seconds of their visit. Instead of assuming that you know what a patient is going to say, wait patiently until they finish speaking. Devote your energy to looking at them and focusing on them while they talk.
  5. Thank. Patients are the reason you are in business. Every position in a medical office is made possible because of patients. During the hectic everyday rush, it can be easy to forget this simple fact. Try shooting off a personal “thank you” email or text (or even a handwritten note). The good news is that research shows that showing gratitude not only improves the well-being of those you thank, but your own well-being as well.

It is often the small things that can make the biggest difference to patient satisfaction. In the era of consumer-centric patients, it is important to help patients feel like more than just another number. Following these five simple steps will bring practices closer to that goal.

Solutionreach is a proud sponsor of Healthcare Scene. As the leading provider of patient relationship management solutions, Solutionreach is dedicated to helping practices improve the patient experience while saving time for providers and staff. Learn more about the Patient-Provider relationship survey here.

Moving to Health Care from Sick Care

Posted on December 29, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

One of the biggest themes I’ve heard in 2017 was the need for health care to shift from our current sick care system to really focused on the whole person. This has largely been driven by the move to value based reimbursement, but health data has also illustrated this problem.

The good news is that technology can help with this challenge as well. Technology can sift through all the data and provide insights that can help a healthcare provider personalize the wellness care a patient really needs. That’s a powerful idea that I think we’ll see starting to bloom in 2018.

I found this powerful image that describes at least part of our health problems in the US:

There’s certainly a link between happiness and health, but beyond that I think you could replace happier with healthier. It’s fascinating to consider how much healthier we’d all be if we could just slow down and simplify our lives. As someone who does far too much, this idea resonates with me. However, it also is very apparent how hard it is to change this culture.

Where do you see the move from sick care to health care happening? Are there initiatives, organizations, companies, etc that are doing a good job in this regard? What are you doing in your personal life to slow down and improve your health? We look forward to hearing your thoughts in the comments.

Should We Continue Wearing Fitness Trackers?

Posted on December 28, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

Wired recently published an article that says “Science Says Fitness Trackers Don’t Work. Wear One Anyway.” No doubt they chose the headline to cue off of the word science in our political world. However, their article lacked substance as to why people should wear a fitness tracker even though we’ve already said with our actions that we’re not interested.

In fact Wired leads off with this in their article:

Our devices, apps, and platforms, experts increasingly warn, have been engineered to capture our attention and ingrain habits that are (it seems self evident) less than healthy.

Unless, that is, you’re talking about fitness trackers. For years, the problem with Fitbits, Garmins, Apple Watches, and their ilk has been that they aren’t addictive enough. About one third of people who buy fitness trackers stop using them within six months, and more than half eventually abandon them altogether.

The follow this up with 2 studies that show that fitness trackers are ineffective but go on to argue that fitness trackers are getting better and so we should keep wearing them.

Needless to say, I’m not convinced and I don’t believe the majority of the population will be convinced either. I’ve long argued that what we really need mobile health sensors to accomplish is for them to become clinically relevant. Once these sensors are clinically relevant, then we’ll all wear them much more. Until then, these fitness trackers and other health sensors will just be novelty items which we discard after a short period (except for the crazy few quantified selfers out there).

It’s really a simple math. As soon as the value of wearing a health sensor outweighs the cost of wearing one, we’ll all do it. I believe that the key to showing that value is to make the data the health sensor collects clinically relevant.

Lately, I’ve seen some patient advocates suggesting that EHR patient portals should really embrace patients uploading their sensor data to the portal. While I think the posture of empowering patients outside of the office is important, there’s very little value for doctors or patients to have them upload their current sensor data. What will change this? That’s right…once the data becomes clinically relevant, then every doctor will want that data to be uploaded. This demand will drive every EHR vendor to implement it. Problem solved. Until then, don’t hold your breath.

What do you think of fitness trackers? Should we keep wearing them? When will health sensors finally become clinically relevant?

4 Reasons Patient Texting Is Taking Center Stage

Posted on December 14, 2017 I Written By

The following is a guest blog post by Jim Higgins, Founder & CEO at Solutionreach. You can follow him on twitter: @higgs77

Communication is one of the most time consuming tasks for medical practices. Hundreds of patients need to be contacted on a regular basis. Keeping up can be a challenge. Failing to do so can be damaging to the practice. Modern patients have adopted a consumer-based mentality and are quick to switch practices when it does not live up to their expectations. Communication methods that used to be regarded as personal and engaging are now felt to be invasive and outdated. The stats back it up:

  • Nineteen percent of people never check their voicemail.
  • Ninety percent of cell phone users ignore incoming phone calls.
  • Seventy eight percent of emails are never opened.

What do patients want instead? Texting.

The “Why” Behind the Success of Texting

Today’s patients are already savvy texters in their everyday lives and expect to be able to do the same with their medical practices. The Patient-Provider Relationship Study found that 79 percent of patients would like to receive text messages from their doctor and 73 percent want to send a text to their doctor’s office. In response, more and more offices are turning to texting. Why is texting so critical to practice success?

  1. It’s faster for everyone. The average text message takes just four seconds to send. Compare that to a phone call, in which people talk for at least two minutes. Those two minutes don’t include the time spent dialing, waiting for an answer, leaving a message, or following up. Experts estimate that a phone call to schedule an appointment—from start to finish—takes 8.1 minutes. Those minutes add up. For example, if your practice receives 50 incoming phone calls each day, even at just two minutes per call, that’s almost two hours spent on the phone. Add to that outbound calls and the hours build even more. Text messages, on the other hand, take only seconds to type and send.
  2. It improves health outcomes.research study by JAMA Internal Medicine reviewed data from 16 randomized clinical trials and found that texting can double the odds of chronic illness patients sticking to medication adherence. When using text messages as ways to remind patients of appointments and medication needs, they resoundingly respond.
  3. It keeps the schedule full. A text message system can be completely automated—meaning it can send notifications as often as desired. This ensures lower rates of patient no-shows. In addition, when a last-minute cancellation happens, texting is a great way to fill those spots. Patients who want to be seen soon can be put on a waiting list. When someone cancels their appointment, an automated text can be sent to each patient on the waiting list letting them know an appointment has become available. This text takes far less time than calling each person on the waiting list and hoping to reach an available patient in time to rebook the appointment. Your schedule stays full and your revenue increases.
  4. It increases in-office engagement. Freeing up so much time allows front office staff to spend more time where they are needed most—engaging in compassionate care with the patient right in front of them. Extensive research has found that patient-based, compassionate care leads to lower stress levels and burnout for healthcare providers and better health outcomes and satisfaction for patients. This type of care is only made possible, however, when staff members are not talking on the phone all day. Texting frees up this time.

Texting is the norm in almost every aspect of our society, and it is quickly becoming the expectation in the healthcare industry as well. It offers patients an easy way to communicate with your practice and still provide great service to the patients you are serving in your office. Your patients are happy with the way your practice communicates, you reduce the amount of time spent on phone calls, and—most importantly—your practice continues to grow.

Solutionreach is a proud sponsor of Healthcare Scene. As the leading provider of patient relationship management solutions, Solutionreach is dedicated to helping practices improve the patient experience while saving time for providers and staff. Learn more about the Patient-Provider relationship survey here.

Alexa and Medical Practices

Posted on December 12, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

Today I was asked to do a webinar for Solutionreach on the topic of “What You Need to Know for 2018: From Government Regulations to New Technology.” It was a fun webinar to put together and I believe you can still register and get access to the recorded version of the webinar.

In my presentation, I covered a lot of ground including talking about the consumerization of healthcare and how our retail experiences are so different than our healthcare experiences. In 2018, I see the wave of technology that’s available to make a medical practice’s patient experience be much closer to a patient’s retail experience. That’s exciting.

One of the areas I mentioned is the move to voice-powered devices like Amazon Echo, Google Home, Siri, etc. Someone asked a question about how quickly these devices were going to hit healthcare. No doubt they have experienced how amazing these devices are in their home (I have 2 at home and love them), but the idea of connecting with your doctor through Alexa is a little mind bending. It goes against our normal rational thoughts. However, it will absolutely happen.

Just to be clear, Alexa is not currently HIPAA compliant. However, many things we want to do in healthcare don’t require PHI. Plus, if the patient agrees to do it, then HIPAA is not an issue. It’s not very hard to see how patients could ask “Alexa, when is my next appointment?” or even “Alexa, please schedule an appointment with my OB/GYN on Friday in the afternoon.” The technology is almost there to do this. Especially if you tie this in to one of the patient self scheduling tools. Pretty amazing to consider, no?

I also highlighted how the latest Amazon Echo Show includes a video screen as well. It’s easy to see how one could say, “Alexa, please connect me with my doctor.” Then, Alexa could connect you with a doctor for a telemedicine visit all through the Alexa Show. Ideally, this would be your primary care doctor, but most patients will be ok with a doctor of any sort in order to make the experience easy and convenient for them.

Of course, we see a lot of other healthcare applications of Alexa. It can help with loneliness. It can help with Alzheimers patients who are asking the same question over and over again and driving their caregiver crazy. It could remind you of medications and track how well you’re doing at taking them or other care plan tracking. And we’re just getting started.

It’s an exciting time to be in healthcare and it won’t be long until voice activated devices like Alexa are connecting us to our healthcare and improving our health.

What do you think of Alexa and other related solutions? Where do you see it having success in healthcare? How long will it take for us to get there?

Note: Solutionreach is a Healthcare Scene sponsor.

Telehealth and Its Contribution to Healthcare

Posted on December 6, 2017 I Written By

The following is a guest blog post by Juan Pablo Segura, Co-founder & President of Babyscripts.

In 2016, Americans spent roughly 18% of GDP on healthcare. Abetted by an aging population and continuously rising costs of care, CMS projects that this number will only grow over the next decade, increasing at an average of 5.6% annually. A crisis seems unavoidable: yet a huge fraction of this sum is lost to inefficient spending, which, when compared to other factors like an aging population, socio-economic challenges, or expensive new treatments, seems completely within the industry’s control to control and eliminate. A new OECD report calculates that approximately 20 cents out of every dollar spent on healthcare are considered unnecessary.

Could a simple reallocation of time and resources be enough to check the seemingly inevitable? The potential cost-savings of such a reallocation has policymakers and health professionals poised to revolutionize healthcare, as an industry that has long been resistant to innovation rejects antiquated models of care for more efficient methods that prioritize patient and provider alike.

A simple resolution that is already allowing more patients to receive necessary and important primary care is the extension of care teams through mid-level providers that cost a fraction of the salary of a full time physician. Physician’s Assistants and nurse practitioners are being granted more autonomy, as State governments remove restrictions while enacting legislation that grants PAs and other personnel full prescriptive authority. Allowing these lower cost health professionals to perform routine, primary care instead of more expensive, specialized physicians, immediately eliminates inefficiencies in the system and increases access to care to patients in the midst of a physician shortage.

These changes in personnel are necessary, but not enough to respond to the changing face of care. The answer to more affordable care is in leveraging existing technologies.

The rapid adoption of synchronous, video visits between patients and providers across the country is an exciting example of how technology can eliminate waste and help the system reallocate its resources. Recognizing its potential to decrease the administrative demands on providers and facilitate access to patients in remote areas, the industry has placed great emphasis on this aspect of telemedicine, even to the extent of providing incentives to providers for facilitating care through video.

But far from being the solution, video visits just scratch the surface of technology’s potential contributions to affordable healthcare, and in fact are the least beneficial of the efficiencies that technology is poised to provide. Some studies have indicated that when video visits are included in a medical plan, patients tend to treat them as an add-on, rather than a replacement for traditional in-person care. Furthermore, without integrated systems, video visits function much as if a patient were receiving all medical care at the ER, producing a fractured and incomplete medical record.

The dialogue must be centered on those innovations that revolutionize the way we approach healthcare, not simply attempt to translate an outdated system into a world that has evolved past it.

The conversation needs to focus on the most relevant, effective and impactful technology tools to affect the ultimate cost of care. Already, forward thinking providers like Greenville Health are creating end to end “virtual strategies” that rely heavily on remote monitoring apps and asynchronous visits that have the capacity to identify the problems before they begin. Beyond the immediate benefit of proper allocation of time and resources, the ultimate goal of technological innovation in healthcare has always been the opportunity to identify potential problems and create the necessary infrastructure to allow our healthcare system to focus on preventative health.

Of the healthcare apps currently in the digital marketplace, some have been shown not only to decrease costs but to be as successful as medication in preventing complications, anticipating a future of decreased prescription costs. Remote monitoring programs that use IOT devices like blood pressure cuffs and weight scales have reduced the cost of prenatal care by 40% while detecting problems like preeclampsia and other high-risk illnesses. Yet there is very little coding or direct payer incentive for deploying preventative technologies like that provided for video visits.

And why not? Video visits are a move in the right direction, but the decrease to cost of care does not have to come at the expense of the client/physician relationship or integrated care. Instead, effective technology should cut costs while assuring patient and provider of the continuity and efficacy of care.

The conversation amongst policymakers needs to expand to include these more revolutionary aspects of digital health, rewarding those who are effectively reducing costs without compromising care. Digital health will not be confined to a narrow vision, but it is up to the government and the industry to expedite the future of healthcare.

About Juan Pablo Segura
Juan Pablo Segura is Co-founder & President of Babyscripts, a Washington, DC-based technology company that builds mobile and digital tools to empower women to have better pregnancies. Juan Pablo was named a Wireless Life Saver by CTIA and a health care Transformer by the Startup Health Academy in New York City.

Patients May like Their Physician…But That Doesn’t Mean They’ll Stay

Posted on November 8, 2017 I Written By

The following is a guest blog post by Jim Higgins, Founder & CEO at Solutionreach. You can follow him on twitter: @higgs77

Medical providers are dealing with a more impatient, demanding patient base than ever before. Armed with research, awareness, and a plethora of online data, today’s consumer patients treat their search for a medical provider in much the same way they would any purchasing decision.

They weigh the pros and cons of each provider, evaluating how each practice would fit their lifestyle and then make a decision.

Unfortunately, that is not the end of the process. Even after a patient chooses a specific practice, they are not even close to becoming loyal patients.

Smooth processes trump provider loyalty

It often surprises medical practices to discover that retaining patients has less and less to do with the medical competence of the office. Today, it may not be enough for a patient to simply like their physician.

For busy patients, the road to loyalty goes directly through the processes and procedures of an office. Studies back this up. Consider this. Sixty-one percent of patients say they are willing to visit an urgent care clinic instead of their primary care clinic for non-urgent issues. This is true regardless of whether they like their primary care provider or not.

The #1 reason they prefer urgent care? Because of difficulty scheduling appointments and long wait times with a primary care physician. According to a study by Merrit Hawkins, wait times have increased by 30 percent since 2014. Patients have noticed.

These long wait times were also noted as one of the key reasons patients will switch practices according to respondents of the Patient Provider Relationship study:

  • Sixty-eight percent say that wait times in their medical office are not reasonable.
  • Sixty-six percent say that they have to wait too long to schedule an appointment.
  • Sixty-eight percent say they feel like messages are not returned in a timely manner.

Reducing wait times is crucial to patient retention

In order to increase patient retention levels, practices must find ways to offset the frustration of long wait times. Consider implementing these three methods of wait-time optimization.

  1. Self-scheduling. It is common for doctors to have calendars booked out months in advance. This can cause patient frustration and turnover. When practices allow patients to schedule themselves, however, this frustration is minimized. With self-scheduling, they can quickly see which doctors are available and when. Since 41 percent of patients would be willing to see another doctor in the practice to reduce their wait, this is a simple way to optimize your scheduling without sacrificing patient experience.
  2. Communication. There are times when long waits are unavoidable. This is where communication is key. Studies show that 80 percent of patients would be less frustrated if they were kept aware of the issue. When you know an appointment is going to be delayed, send out an email or text letting them know.
  3. Texting. If your patient has a question, texting can save them a lot of time. Research shows that it takes just 4 seconds to send the average text message. Compare that to the several minutes it takes to make a phone call. Factor in playing phone tag and you’ve saved both time and headaches. Unfortunately, the Patient-Provider Relationship Study found that while 73 percent of patients would like to be able to be able to send a text message to their doctor’s office, just 15 percent of practices have that ability. Practices in that 15 percent will stand out from their competitors.

In this era of consumer-driven behavior, practices need to prioritize ways to create smooth processes for patients. Medical offices should look at ways to optimize their processes to reduce frustration and wait times for patients.

Solutionreach is a proud sponsor of Healthcare Scene. As the leading provider of patient relationship management solutions, Solutionreach is dedicated to helping practices improve the patient experience while saving time for providers and staff. Learn more about the Patient-Provider relationship survey here.

Ensuring Patient Comprehension

Posted on October 31, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

Erin Gilmer recently posted a very interesting “Literacy Comprehension” form from an Endoscopy Center. Check out the form below:

You have to applaud this effort by a practice to make sure that the patients understand the information being presented to them as part of the procedure. The cynic might argue that the clinic is just trying to cover their backside. However, Erin asks the more important question, “Is this an effective way to prove comprehension?”

I do like how this can open the patient up to the option to have a discussion about something they don’t understand. It sends a good message to the patients in that regard which could make the patient feel more appreciated and help the patient feel comfortable asking a question about something they would have just previously kept to themselves.

However, for those that aren’t literate, I don’t think this form will do much. I expect that many patients that aren’t literate likely get into a zone where they just sign whatever the medical practice gives them regardless of what it is and regardless of whether they can read it or not.

I think the idea is a good one but could be executed better. Could this be done verbally and have a bigger impact? What other ideas have you seen implemented? Do you like this approach or are their better ways to accomplish it?

Bridging the Gap between What Patients Want and What Practices Offer

Posted on October 11, 2017 I Written By

The following is a guest blog post by Jim Higgins, Founder & CEO at Solutionreach. You can follow him on twitter: @higgs77

With the growing pressure of increasingly complex healthcare regulations, malpractice litigation, and expectations of quality care, modern-day medical practices face an unprecedented set of challenges when it comes to running a successful practice.

Throw in marketing, billing, scheduling, appointment reminders, and all of the other day-to-day aspects of running a practice, and many practices are maxed out.

But while practices are busy juggling this growing number of expectations, patient satisfaction has been falling.

Today’s patients have become accustomed to a buyer-centered approach in nearly every industry. Likewise, they expect the same from their healthcare professionals. Unfortunately, many practices have been slow to adapt.

The Patient-Provider Relationship Study recently found that the average medical provider with a panel of 2,000 patients could lose around 700 patients in the next couple of years. A large number of these patients are leaving due to dissatisfaction with their experience at a practice.

Much of the growing dissatisfaction from patients is in relation to practices not offering the services and technology that they have come to expect. Experts warn that the medical field lags behind every other industry in the adoption of new technology. This inevitably leads to a gap between what patients expect from their medical practice and what practices actually offer.

Perform a thorough gap assessment

According to the study, 60 percent of patients are not completely satisfied with practice logistics such as appointment scheduling, reminders, and communication. In fact, logistics is the area in which patients have the greatest overall dissatisfaction with their practice.

It is important that practices both understand what patients want the most and then complete an assessment to determine areas that need improvement.

The Patient-Provider Relationship Study found that patients want many additional touchpoints, including:

  • Text appointment reminders
  • Appointment alerts by email
  • Appointment alerts by text
  • Being able to text message back and forth with the practice
  • Allowing patients to initiate text messages to the practice

Unfortunately, a large number of practices do not offer these services. The following chart highlights how many practices offer each of these services, compared to a goal of 100 percent implementation.

With the majority of patients expressing dissatisfaction with the logistics offered by their medical practice, it is clear that changes need to be made. This requires the implementation of new, or more robust, technology.

Implement technology without distress

Practices want to be more efficient and provide an improved patient experience, but the fear of making the wrong choices around new technology can hold them back. Each of the aforementioned services have the potential to either improve processes and efficiency or make them more difficult. The outcome depends on the practice’s ability to carefully assess each piece of technology before moving forward.

There are steps you can take to eliminate some of the risk when choosing a new technology. One of the most important things you can do is to ask right questions before and during the selection process. Consider the following:

  1. Who will be impacted by this change?
  2. How will the technology affect your current workflow?
  3. Is the technology compatible with your current systems?
  4. Will the technology meet current and future compliance requirements?
  5. What will the implementation process include?
  6. How have other offices felt about the technology?
  7. What type of on-going customer service and training does the company offer?

When it comes to achieving high levels of patient satisfaction, it is critical that practices bridge the gap between what patients want and what is currently being offered. After performing a gap assessment and carefully vetting available technology, practices will be able to move forward in a way that will reduce the load on employees, create meaningful improvements in the practice, and boost the bottom line.

Solutionreach is a proud sponsor of Healthcare Scene. As the leading provider of patient relationship management solutions, Solutionreach is dedicated to helping practices improve the patient experience while saving time for providers and staff. Learn more about the Patient-Provider relationship survey here.