Touchette Regional Hospital has been one of Southern Illinois’ foremost providers of healthcare for more than 50 years.
Touchette knew that to more fully support its Medicaid and uninsured populations — while maintaining a firm financial footing — it had to increase patient outreach so the overall patient experience was streamlined and enhanced.
THE SUTHERLAND TRANSFORMATION To help create a better patient experience for Touchette, Sutherland leveraged our experience and worked hand-in-hand with Touchette to design a solution that not only increased patient outreach, but also ensured that the outreach methods deployed were targeted to the unique needs of Touchette’s patient population. Sutherland professionals worked on site to: • Facilitate initial and ongoing communication, including even stopping by patients’ homes for convenient, informative, in-person chats • Gather and coordinate patient information • Reduce workloads on Touchette personnel and patients, improving the patient experience by returning the focus to the provision of care itself.
“The Sutherland team became true partners and advocates for our patients. They were able to explain individual circumstances of the top of their heads and find elegant solutions to complex and unique challenges. In one case, our Sutherland partners even got power of attorney so they could help a patient access and complete the paperwork they needed to ensure appropriate and affordable care.” – Nikki Schleicher, Director of Patient Financial Services.
Case Study - Process and patient experience for a smarter perspective and healthier customers - Touchette
PROCESS AND PATIENT EXPERIENCE
for a smarter perspective and healthier customers.