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PatientTrak Software Solutions Improves the Patient Experience Care United Medical Center Care United Medical Center Improves the Patient Experience Dr. Shilpi Mittal, MD and her staff have been serving patients in the Forney, TX area for 12 years at Care United Medical Center. Their goal is to provide the people they serve with fast, courteous and competent healthcare services in a beautiful, comfortable environment. They have extended hours and serve patients seven days a week with a wide range of primary care, urgent care and oc- cupational medicine services. OUTSTANDING PATIENT SATISFACTION USING PATIENTTRAK Text Messaging During the cold and flu season of 2019, Dr. Mittal decided the medical center needed to improve their patient engagement and experience and contacted PatientTrak to expand their patient tracking and kiosk system to include patient text messaging. “We get very busy during the flu season and wanted to connect with patients during periods of longer wait time to let them know we are ready for them,” said Dr. Mittal. “PatientTrak helps us set their expectations on wait time as well as improve the patient experience through text messaging.” Self-Schedule Dr. Mittal was also looking to provide a web-based self-scheduling option for her patients. PatientTrak provided a tailored solution and integrated the functionality right into Care United’s website. Patients now enjoy the convenience of booking an online reservation knowing they will be seen at that time. “ ” Would not go anywhere where else!! Dr. Mittal and Arionna as well as the rest of the staff are the best. Made me feel at ease with my visit.
Transcript of Increases in volume and ratings Improves the Patient ... › wp-co… · Online Reputation...
Patienttrak software solutions
Medium-sized, multi-location, Family Medicine practicein greater metro Atlanta area
c a s e s t u d y
O V E R V I E WPhysician practices and outpatientclinics are looking to improve their patient satisfaction usingautomated tools and reportingsolutions.
BackgroundPatienttrak has been working with aprominent, multi-location practice inthe greater metro atlanta area for thepast three years and has helped themidentify patient experience issues andimprove patient satisfaction.
Resultsusing Patienttrak for the past three years has produced dramaticimprovements in the number ofpositive reviews, online ratings andsurvey responses.
Outstanding Patient satisfactiOn using Patient trak
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Increases in volume and ratingssince initiating use of the PatientTrak platform.Improves the Patient Experience
Care United Medical Center
Care United Medical Center Improves the Patient Experience
Dr. Shilpi Mittal, MD and her staff have been serving patients in the Forney, TX area for 12 years at Care United Medical Center. Their goal is to provide the people they serve with fast, courteous and competent healthcare services in a beautiful, comfortable environment. They have extended hours and serve patients seven days a week with a wide range of primary care, urgent care and oc-cupational medicine services.
Patienttrak software solutions
Medium-sized, multi-location, Family Medicine practicein greater metro Atlanta area
c a s e s t u d y
O V E R V I E WPhysician practices and outpatientclinics are looking to improve their patient satisfaction usingautomated tools and reportingsolutions.
BackgroundPatienttrak has been working with aprominent, multi-location practice inthe greater metro atlanta area for thepast three years and has helped themidentify patient experience issues andimprove patient satisfaction.
Resultsusing Patienttrak for the past three years has produced dramaticimprovements in the number ofpositive reviews, online ratings andsurvey responses.
Outstanding Patient satisfactiOn using Patient trak
0
100
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2014 2015 2016�� SEPTEMBER ��
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2014 2015 2016�� SEPTEMBER ��
2014 2015 2016�� SEPTEMBER ��
0
200
400
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Review Volume
Online Aggregate
Rating
Survey Volume
207%increase
13%increase
87%increase
Increases in volume and ratingssince initiating use of the PatientTrak platform.
Patienttrak software solutions
Medium-sized, multi-location, Family Medicine practicein greater metro Atlanta area
c a s e s t u d y
O V E R V I E WPhysician practices and outpatientclinics are looking to improve their patient satisfaction usingautomated tools and reportingsolutions.
BackgroundPatienttrak has been working with aprominent, multi-location practice inthe greater metro atlanta area for thepast three years and has helped themidentify patient experience issues andimprove patient satisfaction.
Resultsusing Patienttrak for the past three years has produced dramaticimprovements in the number ofpositive reviews, online ratings andsurvey responses.
Outstanding Patient satisfactiOn using Patient trak
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100
200
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2014 2015 2016�� SEPTEMBER ��
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2014 2015 2016�� SEPTEMBER ��
2014 2015 2016�� SEPTEMBER ��
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Review Volume
Online Aggregate
Rating
Survey Volume
207%increase
13%increase
87%increase
Increases in volume and ratingssince initiating use of the PatientTrak platform.
Text MessagingDuring the cold and flu season of 2019, Dr. Mittal decided the medical center needed to improve their patient engagement and experience and contacted PatientTrak to expand their patient tracking and kiosk system to include patient text messaging. “We get very busy during the flu season and wanted to connect with patients during periods of longer wait time to let them know we are ready for them,” said Dr. Mittal. “PatientTrak helps us set their expectations on wait time as well as improve the patient experience through text messaging.”
Self-ScheduleDr. Mittal was also looking to provide a web-based self-scheduling option for her patients. PatientTrak provided a tailored solution and integrated the functionality right into Care United’s website. Patients now enjoy the convenience of booking an online reservation knowing they will be seen at that time.
“ ”Would not go
anywhere where else!! Dr. Mittal and Arionna as
well as the rest of the staff are the best. Made me feel
at ease with my visit.
the survey aggregate rating has been strong since beginning with OrM platform.
With greater awareness of their online reviews and better overall provider andlocation ratings, the practice looked to leverage their strong survey aggregateratings and increase survey volume.
in October of 2015, the practice went live with the Physician transparencyservice. Here are the web page traffic improvements as a result of adding this Patienttrak service:
Web page traffic across a representative sample of 4 provider webpages.
time spent on these pages.
c a s e s t u d y
www.patienttrak.net | [email protected] | 888.766.2862
Outstanding Patient satisfactiOn using Patient trak
Conclusionas practices and outpatient centers strive to improve patient satisfaction, it is critical for them to collect the right information and understand the factors that contribute to their online presence and brand. Healthcare-focused reputation management software not only providesonline reviews monitoring and surveying to understand current patientsatisfaction, it also provides solutions to enhance the customer’s brandand enhance their online visibility.
70%increase
43%increase
Criteria when consideringonline reputation vendors:• Healthcare market experience
and healthcare customer base
• robustness of their platform —what services do they provide?
• relationship with online reviewsites
• software reporting, flexibilityand ease of use
• ability to drive positive reviews
• expertise in brand building andimproving patient satisfaction
Medium-sized, multi-location, Family Medicine practicein greater metro Atlanta area
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Differential Survey Online
Survey vs. Online GAP Analysis
“PatientTrak has transformed our patient experience and helped us dramatically improve our patient satisfaction. From texting messaging during care, to self-scheduling, satisfaction surveys and online reputation, we now engage patients with the convenience of mobile and web tools that also allow us to focus on providing better care.” says Dr. Mittal. “We are growing our business using PatientTrak.”
Satisfaction SurveyMeasuring the patient experience is also very important to Care United so now every patient that provides their mobile number at the kiosk during sign-in automatically receives a short patient satisfaction survey via text message. Dr. Mittal and her staff receive patient feedback and address patient satisfaction in real-time using PatientTrak.
Online Reputation ManagementPatients appreciate online reviews and often use them to determine who they choose for healthcare services. Care United is now using PatientTrak’s entire suite of online reputation management services including review tracking, transparency and profile listing management.
Care United Medical Center Improves the Patient Experience
Patienttrak software solutions
Medium-sized, multi-location, Family Medicine practicein greater metro Atlanta area
c a s e s t u d y
O V E R V I E WPhysician practices and outpatientclinics are looking to improve their patient satisfaction usingautomated tools and reportingsolutions.
BackgroundPatienttrak has been working with aprominent, multi-location practice inthe greater metro atlanta area for thepast three years and has helped themidentify patient experience issues andimprove patient satisfaction.
Resultsusing Patienttrak for the past three years has produced dramaticimprovements in the number ofpositive reviews, online ratings andsurvey responses.
Outstanding Patient satisfactiOn using Patient trak
0
100
200
300
400
500
600
700
800
2014 2015 2016�� SEPTEMBER ��
3
4
5
2014 2015 2016�� SEPTEMBER ��
2014 2015 2016�� SEPTEMBER ��
0
200
400
600
800
1000
1200
Review Volume
Online Aggregate
Rating
Survey Volume
207%increase
13%increase
87%increase
Increases in volume and ratingssince initiating use of the PatientTrak platform.
Patienttrak software solutions
Medium-sized, multi-location, Family Medicine practicein greater metro Atlanta area
c a s e s t u d y
O V E R V I E WPhysician practices and outpatientclinics are looking to improve their patient satisfaction usingautomated tools and reportingsolutions.
BackgroundPatienttrak has been working with aprominent, multi-location practice inthe greater metro atlanta area for thepast three years and has helped themidentify patient experience issues andimprove patient satisfaction.
Resultsusing Patienttrak for the past three years has produced dramaticimprovements in the number ofpositive reviews, online ratings andsurvey responses.
Outstanding Patient satisfactiOn using Patient trak
0
100
200
300
400
500
600
700
800
2014 2015 2016�� SEPTEMBER ��
3
4
5
2014 2015 2016�� SEPTEMBER ��
2014 2015 2016�� SEPTEMBER ��
0
200
400
600
800
1000
1200
Review Volume
Online Aggregate
Rating
Survey Volume
207%increase
13%increase
87%increase
Increases in volume and ratingssince initiating use of the PatientTrak platform.
“ ”I loved everything on
my first visit. Everyone was like a big family that greeted you from the time
you came in to the time you left. What a wonderful
place to be.
“ ”“I love Care United!
Quality care! Dr Mittal is superb!”
OnlineReputation
Management
Text Messaging
PatientTracking
SatisfactionSurvey
Self-Schedule
KioskSign- In
inging
skIn
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Solution Set for Care United
