Happier patients drive future volume
Give them less anxiety
Previously, some scheduled surgery patients failed to return phone calls because they had just spoken to someone at Spectrum Health in Grand Rapids, MI.
"They thought that we must be confused because we had just called them," says Jennifer Nichols, director of patient access. "The perception that we weren't tightly coordinated on our end fueled any anxiety they may have had about an upcoming procedure."
The problem was that many processes were "separate and siloed," and they were organized around the hospital's needs and not the patient's, according to Nichols. "We know that a coordinated and optimized pre-encounter experience has the potential to positively impact the patient," she says. "We are better prepared for the patient, which makes the day of service more efficient."
Having a successful pre-encounter experience makes the patients more likely to return to the organization if they need care, Nichols adds. "This goes directly to future volume growth," she says. "We, in access, set the initial tone for how the patient perceives their entire encounter."
Patients are far more satisfied with the department's newly implemented model allowing one person to handle all their needs, and this model also makes economic sense, says Nichols. "We want to provide a patient with the best possible personal touch," she says. "That means eliminating redundancies and simplifying contacts."
For the service lines utilizing the new model, patient volume increased 6-10% over the previous year. "We have held staffing in the department flat or slightly decreased, even as we have brought new service lines into the department," Nichols adds. "That is a significant thing in this day and age."
Previously, some scheduled surgery patients failed to return phone calls because they had just spoken to someone at Spectrum Health in Grand Rapids, MI.You have reached your article limit for the month. Subscribe now to access this article plus other member-only content.
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