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Is Your Practice Ready to Automate?
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Is Your Practice Ready to Automate?

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Learn why top practices choose to automate work processes and how your practice can benefit from affordable, on demand software applications for automating appointment reminders and message …

Learn why top practices choose to automate work processes and how your practice can benefit from affordable, on demand software applications for automating appointment reminders and message management.

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  • 1. Is Your Practice Ready to Automate? Presented by: Dr. Susan Linton & Rob Gilpin Simplifying and Unifying Communications Through Technology
  • 2. 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
  • 3. Housekeeping Rules • Length: 45 minutes • Type your questions at any time • Copies of presentations will be sent to participants Simplifying & Unifying Communications Through Technology
  • 4. 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 Simplifying & Unifying Communications Through Technology
  • 5. Key Ways Practices are Automating EHR Eprescriptions Claims/Billing Practice Management Message Appointment management reminders Patient Lab results registration & reporting scheduling Simplifying & Unifying Communications Through Technology
  • 6. Adoption Patterns by Practice Size 1 to 2 3 to 5 6 to 10 11 to 20 21 to 50 Over 50 MDs MDs MDs MDs MDs MDs EMR 38% 49% 69% 72% 64% 77% Ebilling 63% 71% 77% 74% 70% 75% Eprescribing 28% 33% 42% 39% 52% 59% Appointment 70% 77% 80% 80% 77% 83% scheduling software Source: Webley MD 2009 survey of medical practices, n = 938 Simplifying & Unifying Communications Through Technology
  • 7. 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
  • 8. 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
  • 9. 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
  • 10. 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
  • 11. 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
  • 12. 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
  • 13. 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
  • 14. 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 Webley MD Reminders (Inbound Messages) (Outbound Messages) • Message management • Automated reminders • Unified by voice & e-mail communications • Send notifications • Message notifications after hours when sent to pager, e-mail, patients are home phone • Lowers no show rate • Custom caller by 30% greetings • Better tracking of • On call status changes cancellations, by phone confirmations Simplifying & Unifying Communications Through Technology
  • 15. Webley MD Reminders Best Practice Goals Grow Improve Office Increase Revenues Efficiency Patient • Decrease no • Less time spent Satisfaction shows by 30% or on the phone • Flexible , more • More time for in- personalized • Increase revenue office patient communications • Generate care (voice, e-mail) additional visits • Reduce postage • Provide greater • Improve cash costs convenience to flow • Easy tracking of patients appointment • Improved confirmations & communication cancellations • Shorter wait times Simplifying & Unifying Communications Through Technology
  • 16. Traditional vs. Automated Reminders 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 ? Simplifying & Unifying Communications Through Technology
  • 17. Standard Appointment Reminder “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!” Simplifying & Unifying Communications Through Technology
  • 18. Examples of Response Options • To confirm this appointment, press 1 now. • To hear this message in Spanish, press 2 now. • To repeat this message, press 3 now. Simplifying & Unifying Communications Through Technology
  • 19. Example of a Typical ROI for 3 Physician Practice Appointments Per Day: 75 Cost of Lost Appointment: $75 Average No Show Rate: 5% Total Monthly Revenue Generated: $118,125 Revenue Lost Based On 5% No Show: $5,906 Webley Recoverable Revenue @ 30%: $1,772/ Month Cost of Webley @ $0.19 / Call $299/ Month Net Profit/ Month: $1,473 Net Profit/ Year: $17,676 Save Time, Money, Improve Office Efficiency & Patient Satisfaction! Simplifying & Unifying Communications Through Technology
  • 20. Webley MD Benefits Patients and Practices Patient Benefits • Increased access to caregivers • Enhanced patient experience • Shorter wait times Practice 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 Simplifying & Unifying Communications Through Technology
  • 21. 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
  • 22. The Traditional Way of Handling After Hours Calls Answering Machine / Live Answering Service Voicemail * Inconsistent customer service skills, high turnover rates * No find me or follow me features * Inaccurate message transcriptions * Risk that box/machine is full & can’t record new messages * Price typically includes fixed number of minutes, additional minutes billed at a much * Providing another phone number to call higher rate poses an additional obstacle for an anxious patient * Costly overages every month * No or limited notification of new messages Simplifying & Unifying Communications Through Technology
  • 23. 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
  • 24. Key Benefits of Webley MD After Hours 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 Better Message Management • Better call routing • Easier, unified message management • Change on-call status with quick phone call • Screen all callers Simplifying & Unifying Communications Through Technology
  • 25. 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
  • 26. 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) Simplifying & Unifying Communications Through Technology
  • 27. 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 Simplifying & Unifying Communications Through Technology
  • 28. 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 Simplifying & Unifying Communications Through Technology
  • 29. 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
  • 30. For additional information contact: Rob Gilpin National Sales Director, Webley MD Phone (866) 220-9754 rgilpin@webley.com www.webley.com Simplifying and Unifying Communications Through Technology