The rapid move toward consumerism has healthcare organizations working hard to create simpler, more convenient patient journeys. Yet, the key friction-causing modes of communication – faxes and phone calls – persist. It’s hard to believe that ninety percent of healthcare providers still rely on fax communications to send orders and referrals. Even when a referral is faxed for a patient to see a specialist, nearly half of the time the visit is never scheduled. Moreover, too often the referring physician never knows if their patient ever saw the specialist. Additionally, there are the well-known frustrations of scheduling appointments by phone, often requiring multiple calls and time wasted on hold. Today’s consumers do more than vent to their friends; they post harsh reviews online. Healthcare organizations that are too slow to change will see negative impacts on patient and provider satisfaction, leading to erosion of the organization’s brand reputation in their market.
With a focus on improving the consumer experience, healthcare providers are looking to patient experience technology to smooth out a wide range of friction points. With a patient experience platform, organizations are not only able to offer patients convenient digital experiences, but they are also able to make it easier for providers in their community to refer their patients. By working with a partner like R1, organizations benefit from a holistic approach that combines technology with proven best practices and ongoing performance management to enable standardized, automated and centralized patient access and revenue cycle processes. Thus, when the underlying processes are optimized, it makes each interaction easier and more convenient from the point of view of consumers and patients, as well as the providers who refer them for care.
With this holistic approach, healthcare organizations achieve sustainable financial results. Consider these three metrics that demonstrate the dividends health systems can achieve with the R1 Patient Experience Platform:
Download our infographic for additional data points that highlight how patient experience technology can drive ongoing financial performance.
When it comes to providing convenient, consistent digital experiences for consumers, patients and referring providers, healthcare organizations utilizing patient experience technology can not only succeed in that effort but also gain lasting enterprise-wide financial and operational benefits.
Content written on behalf of R1 RCM.