Enhancing Hospital Patient Experience Through IP Communication Enablement
Patient Engagement + Operational Efficiency Communication Enabled Hospital Functions Emergency OPD OP diagnostics IP Room Stay IP Admission-Covered IP Admission-Self pay Billing ICU Discharge Drug Administration Asset Tracking IP Diagnostic
Patient Care Pathways Connecting Hospital Care Givers & Patients Through Technology
Communication enables OPD appointment procedure by keeping patient, administrative staff as well as doctors in the loop.
Patient gets a notification about the expected check up time and queue position when an previously defined threshold is crossed. (I.e.; actual check up time – scheduled check up time > ½ hr than intimation message is sent to the patient)
Routine intimation are sent before a pre defined time of the actual appointment. (I.e.; 15 mins before the scheduled check up message to the patient to be present in the outdoor)
Drop intimation are captured and forwarded to the intended recipients.
SMS based system allows patient to book an appointment by sending pre defined text messages. In response they get a confirmation message and if an appointment is available than the queue number and also the expected time of appointment.
Doctors get an intimation before the OPD time, he/she can use the same system to confirm the arrival time or expected time of arrival.
Less waiting time and responsive system allows enhanced patient experience.
Creates a positive impression among its clientele.
For pre approved treatment patients do not have to come to the TPA desk. But for non-scheduled or emergency treatment where it is not pre planned this is the desk which communicates for third party approvals.
Patients has to generally fill up application forms and follow up on that for approval.
This process is not optimized and requires multiple follow ups. This process is also very time consuming.
The waiting time can be managed through a OPD type system, where the queue is prepared for patients and they are intimated about their turn for testing.
Patient or attendants get an intimation to collect reports already prepared. Once the report is checked through the system the message is automatically sent to the designated mobile numbers. For urgent reports the recipient of the report is intimated progress of each steps in the process. Delays are taken care of in this process.
For extra biopsy study authentication can be obtained either through messaging or voice which is stored as record. In case of voice authentication the same can be transcribed to test and stored against the patient id.
The authorized person can then be dialed and put through a payment authentication process which in the back end will be connected to a payment processor.
Automated Diagnostics department and the communication enabled collection process for both reports and payments.
Proactive report distribution.
Automation of payments.
Unclaimed reports and disputes alone helps in shortening the payback time.
Electronics transfer is enabled through the payment module and available at each IP Phone, PC as well as GSM end points. The patient or attendant will have to validate patient id and make payment using their credit cards. This system is capable of processing all the different types of credit cards.
Once the patient bills are settled the bed/room will be marked with a ‘MUR’ sign, and the intimation sent to house keeping. The house keeping in turn can mark the bed/room as ‘Ready’ after cleaning and refurbishing the supplies.
Beds are ready for next patient without any delay after cleaning. The entire process is automated.
Payment blues are taken care of by convenience.
Quick make time and automatic availability of room afterwards helps squeeze the idle no use time of rooms by 2/3 rd.
Print outs of documents can be configured in each phone end points. This is in addition to the desktops form which stored documents can be printed.
From hospitals side all the procedures related to insurance claims are automated and put into a flexibly defined workflow. This workflow will allow escalation depending on the severity level defined.
Doctors can use the speech enabled transcription facility to dictate to their phone and all the summary related to a particular patient is transcribed to text and stored as part of the electronic medical records.
From the hospital end this entire system is automated.
It helps in saving time and pro actively obtain authorization from the insurers.
Speech technology allows Doctors to note down every detail about a particular case without picking up the pen.
Help first realization of payment from insurers and thereby save cost incurred in unrealized amount.