Is Your Practice Ready to Automate?
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Transcript of Is Your Practice Ready to Automate?
Is Your Practice Ready to Automate?Presented by: Dr. Susan Linton & Rob Gilpin
Simplifying and Unifying Communications Through Technology
Agenda
• Introductions
• Housekeeping Rules
• Is Your Practice Ready to Automate?
• Q&A
• Automated Communications
• Webley MD Reminders: Automated appointment reminders
• Webley MD After Hours: Automated answering service
• Q&A
Simplifying & Unifying Communications Through Technology
Housekeeping Rules
• Length: 45 minutes
• Type your questions at any time
• Copies of presentations will be sent to participants
Simplifying & Unifying Communications Through Technology
Characteristics of Top Performing Practices
The Annual MGMA Performance and Practices of Successful Medical Groups Report found that better performing medical practices excelled in four areas:
1. Profitability and cost management– Business and strategic planning, careful monitoring of costs
– Looks at and adjusts payor mix, terminates relationship w/ poor payors
2. Productivity, capacity and staffing– Better performing practices were more likely to use automated telephone
reminder calls (40.3% vs. 18.8%)
– More procedures & high revenue per physician
– Higher physician compensation and benefits
3. Accounts receivable and collections– Understanding & improving billing
4. Patient satisfaction
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Key Ways Practices are Automating
Practice Management
EHR
Claims/Billing
Appointment reminders
Lab results reporting
Patient registration &
scheduling
Message management
Eprescriptions
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Adoption Patterns by Practice Size
1 to 2 MDs
3 to 5 MDs
6 to 10 MDs
11 to 20MDs
21 to 50MDs
Over 50 MDs
EMR 38% 49% 69% 72% 64% 77%
Ebilling 63% 71% 77% 74% 70% 75%
Eprescribing 28% 33% 42% 39% 52% 59%
Appointment scheduling software
70% 77% 80% 80% 77% 83%
Source: Webley MD 2009 survey of medical practices, n = 938
Simplifying & Unifying Communications Through Technology
Key Benefits of Automation for Practices
• Instant access
• Better organization of information
• Save time looking for charts, slips of paper, etc.
• Error reduction
• Save space , less paper
• View information without being in the office
• Send information to others quickly
• Improved, secure record keeping
Simplifying & Unifying Communications Through Technology
Quantifiable Benefits of Automation for Practices
• Average cost to pull and refile a paper chart = $5
• Average number of chart-pulls for nonvisiting patients (prescription refills, lab results, phone calls, correspondence) = 60% of the daily pulls
• Average amount of staff time spent to fulfill a medication request manually = 15 minutes
• Average amount of time to fulfill a medication request with computer automation = 3 minutes
Simplifying & Unifying Communications Through Technology
Quantifiable Benefits of Automation for Practices
• Average time it takes to report one lab result manually = 3 minutes
• Average time it takes to report one lab result automated = 30 seconds
• Medco Health Solutions survey of Boston physicians found that 88% of those surveyed spent almost 1/3 of phone time responding to calls from pharmacies regarding prescriptions.
Simplifying & Unifying Communications Through Technology
Key Risks of Automation for Practices
• Can be expensive
• Requires extensive staff training
• Disrupts workflow
• Equipment, software that becomes outdated, broken
• Integration issues
• Lack of technical support
• Patient privacy concerns
• Uncertain reception by key stakeholders
Simplifying & Unifying Communications Through Technology
MGMA 2010 Health Information Technology Tips
1. Establish your internal EHR/HIT Team and include a nursing representative
2. Information gathering. Explore other applications of HIT in your practice; identify opportunities to streamline your practice and qualify for incentives
3. Identify a physician champion who will rally clinician support
Source: Keynote address by MGMA president, William Jessee, MD, State of the Medical Practice 2010
Simplifying & Unifying Communications Through Technology
Health Information Technology Evaluation Tips
As you consider applications of HIT in your practice, evaluate each option based on the following:
1. Value/ROI – does the application bring real value to your practice? Consider the vantage point of key stakeholders.
2. Price/payment terms – are installments an option?
3. Set up/installation time – how long does it take and does it fit with your needs?
4. Training – will it be easy for your staff to learn how to use the application? What type of training is provided?
5. Ongoing maintenance – do you have to worry about updates? Is technical support included?
6. Reputation of the vendor – will the vendor be there a year from now, 5 years from now?
Simplifying & Unifying Communications Through Technology
Unsure about Automation?
• It’s okay to start small with routine tasks where automation can save considerable money and/or time
• Be sure to track results
• As you see the benefits of automation, others at the practice will be more open to additional investments in automation
Simplifying & Unifying Communications Through Technology
The Webley Mission: Automating Communications
Webley provides certainty, convenience, and clarity by simplifying the communications experience for our customers one vertical market at a time.
Webley MD After Hours (Inbound Messages)
• Message management
• Unified communications
• Message notifications sent to pager, e-mail, phone
• Custom caller greetings
• On call status changes by phone
Webley MD Reminders (Outbound Messages)
• Automated reminders by voice & e-mail
• Send notifications after hours when patients are home
• Lowers no show rate by 30%
• Better tracking of cancellations, confirmations
Simplifying & Unifying Communications Through Technology
Webley MD Reminders Best Practice Goals
Simplifying & Unifying Communications Through Technology
Grow Revenues
• Decrease no shows by 30% or more
• Increase revenue
• Generate additional visits
• Improve cash flow
Improve Office Efficiency
• Less time spent on the phone
• More time for in-office patient care
• Reduce postage costs
• Easy tracking of appointment confirmations & cancellations
Increase Patient
Satisfaction
• Flexible , personalized communications (voice, e-mail)
• Provide greater convenience to patients
• Improved communication
• Shorter wait times
Traditional vs. Automated Reminders
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Manual Automated Savings Qty/Month
Phone Calls $0.55 $0.15 $0.40 ?
Postcards $0.50 $0.15 $0.35 ?
Letters $1.00 $0.15 $0.85 ?
Standard Appointment Reminder
Simplifying & Unifying Communications Through Technology
“Hello, this is XYZ Health Clinic calling to remind <Patient First / Last Name> of your appointment with us on <Day> <Month> <Date> at <Time>. To confirm this appointment, please press the one key now.
If you are unable to keep this appointment for any reason, please call us as soon as possible at 444-646-8888 to cancel or to reschedule. This will allow us to offer that appointment time to another patient. Again, that number is 444-646-8888. We look forward to seeing you!”
Examples of Response Options
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• To confirm this appointment, press 1 now.
• To hear this message in Spanish, press 2 now.
• To repeat this message, press 3 now.
Example of a Typical ROI for 3 Physician Practice
Simplifying & Unifying Communications Through Technology
Appointments Per Day:
Cost of Lost Appointment:
Average No Show Rate:
Total Monthly Revenue Generated:
Revenue Lost Based On 5% No Show:
Webley Recoverable Revenue @ 30%:
Cost of Webley @ $0.19 / Call
Net Profit/ Month:
Net Profit/ Year:
Save Time, Money, Improve Office Efficiency & Patient Satisfaction!
75
$75
5%
$118,125
$5,906
$1,772/ Month
$299/ Month
$1,473
$17,676
Webley MD Benefits Patients and Practices
Simplifying & Unifying Communications Through Technology
• Increased access to caregivers
• Enhanced patient experience
• Shorter wait times
Patient Benefits
• Saves time & money
• Improves cash flow
• See more patients in less time
• Reduce print & postage costs
• Creates competitive advantage
• More time to focus on pressing matters
• Accommodates practices of any size
• SAAS model, no equipment to purchase or administrate
• Immediate ROI
Practice Benefits
The Importance of After Hours Care
What happens when your patients call after hours?
• Patients still require timely clinical advice. • Studies have shown that 22% - 44% of after hours calls involve
potentially serious problems.
• Urgent calls are not always forwarded to on-call physicians. • According to a study in the Journal of Family Practice, 50% of calls
not forwarded by the answering service to the on-call physician could be classified as needing immediate contact with the physician.
• Answering services usually fax call reports to offices the next business day. • In other words, physicians usually receive the message hours after
the patient calls, if the answering service did not forward the call.
Simplifying & Unifying Communications Through Technology
The Traditional Way of Handling After Hours Calls
Live Answering Service* Inconsistent customer service skills, high turnover rates
* Inaccurate message transcriptions
* Price typically includes fixed number of minutes, additional minutes billed at a much higher rate
* Costly overages every month
Answering Machine / Voicemail
* No find me or follow me features
* Risk that box/machine is full & can’t record new messages
* Providing another phone number to call poses an additional obstacle for an anxious patient
* No or limited notification of new messages
Simplifying & Unifying Communications Through Technology
The Advanced Way of Handling After Hours Calls
Webley MD After Hours:• Faster, more accurate messages, notifications by pager, phone, e-mail
• Every call handled courteously and consistently
• Caller ID, call screening features
• 9 custom greetings allow you to greet each caller with a familiar voice
• Lets callers tag messages as urgent
• Better call routing. • Set up voicemail for different departments/functions, physicians, etc.
• Change on-call status with a quick phone call
• Natural language interactions allow callers to state what they want the system to do. • As easy as having a conversation.
• Service is monitored 24/7 with backup and disaster recovery services.
• Subscriber based, no equipment to purchase, nothing to maintain
Simplifying & Unifying Communications Through Technology
Key Benefits of Webley MD After Hours
Better Message Management• Better call routing
• Easier, unified message management
• Change on-call status with quick phone call
• Screen all callers
Better Patient Care • Improved communication with patients
• Quicker response time to after hours calls
• Eliminate inaccurate messages
• Hear the message exactly as conveyed
• Never miss or lose an important message
• Ensure continuity of care
Simplifying & Unifying Communications Through Technology
Webley MD After Hours Script
“You have reached the office of East Bay Family Medical. Our office is open Monday through Friday from 9 AM to 4 p.m.. If this is a medical emergency, hang up and dial 911. If you have an urgent medical problem and need to reach the on-call physician, please stay on the line and the on-call physician will be notified of your call. Thank you for calling our office.”
Create multiple message types for holidays, weekends, lunch, or emergency closings.
Simplifying & Unifying Communications Through Technology
Example: Checking Your Messages
1. Call the Department Mailbox toll-free number
2. When your Personal Assistant begins speaking, press the * key
3. Say or enter the Department’s 4-digit security code
4. When your Personal Assistant says “What would you like to do?” say “Listen to Messages” or touch-tone (10)
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Example: Setting the Doctor On Call
1. Call the Department Mailbox toll-free number
2. When your Personal Assistant begins speaking, press the * key
3. Say or enter the Department’s 4-digit security code
4. When your Personal Assistant says “What would you like to do?” touch-tone 7710
5. When prompted say the name or touch-tone the extension number of your Profile Mailbox
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Webley MD After Hours Summary
What happens after your office closes? Webley MD After Hours is there to:
• Replace or supplement your existing after hours service
• Lets you hear and save the patient messages, much faster than an answering service
• Available any time (nights, weekends, holidays, lunch)
• Find and follow me feature ensures you get each message
• Immediate notification
• Notify home, office, cell phone, pager, e-mail and more
• Call to quickly change on-call status
• Record your own custom greetings
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Webley Corporate Overview
• Founded In 1997
• Industry Pioneer in Advanced Speech Applications:
• Unified Communications
• After Hours Messaging
• Broadcast Messaging
• 7 Advanced Speech Patents
• 50,000 Active Customers
• Delivering 180,000,000 Transactions Per Year
• Fully Redundant Data Centers
• Numerous Awards For Technology Product of the Year
Simplifying & Unifying Communications Through Technology
For additional information contact:Rob GilpinNational Sales Director, Webley MDPhone (866) 220-9754
www.webley.com
Simplifying and Unifying Communications Through Technology