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How to Build a 5-Star Practice with a Patient-Centered Approach
The presentation by Valora Smith Gurganious discusses how to create a 5-star practice using technology with a patient-centered approach. It covers digital strategies for attracting patients, improving their experience, and increasing practice efficiency and profitability, highlighting the role of telehealth and patient engagement tools. The document emphasizes the importance of a professional online presence, personalized care through technology, and operational improvements to enhance patient satisfaction.
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How to Build a 5-Star Practice with a Patient-Centered Approach
- 1. Presented By: Valora SmithGurganious, MBA CHBC Partner & Senior Management Consultant DoctorsManagement, LLC How to Build a 5-Star Practice with a Patient-Centered Approach
- 2. Safe Harbor The information inthis presentation is confidential and proprietary to Kareo® and may not be disclosed without the permission of Kareo. This presentation is not subject to your license agreement or any other service or subscription agreement with Kareo. Kareo has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and Kareo’s strategy and possible future development, product, and/or platform direction and functionality are all subject to change and may be changed by Kareo at any time for any reason without notice. The information on this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. This document is for informational purposes and may not be incorporated into a contract. Kareo assumes no responsibility for errors or omissions in this document.
- 3. • Welcome &Introductions • How Practices Attract Patients in the New Digital World • How Technology Can Improve the Patient Experience • How Providers Deliver More Personalized Care Using Technology • How Technology Can Boost Efficiency, Profitability and Patient Satisfaction • How Kareo Can Help • Q&A
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- 5. Kareo and PAHCOM SupportingYour Professional Development • PAHCOM has approved 1 CEU credit • You’ll be asked at the end of the webinar if you want a CEU certificate • Certificates will be emailed within the next few days • Attendees must be logged into the webinar to receive credit
- 6. Valora Smith Gurganious,MBA, CHBC Partner & Senior Management Consultant DoctorsManagement, LLC • 12 years of Practice Management and Consulting Experience • 8 years of Investment Management Experience • Past Vice-Chair of a multiple-campus not-for-profit Health System Foundation • MBA – Harvard Business School • BA – Vanderbilt University • Certified Healthcare Business Consultant (NSCHBC) • Board of Directors – National Society of Healthcare Business Consultants • Lean Six Sigma “Champion”
- 7. Practice Startup Operations Improvements PracticeGrowth & Transition Billing & Coding Audits Tax Planning & Preparation Value Calculation Regulatory OSHA, HIPAA, & CLIA HR Management Compliance Solutions Strategic Consulting Financial Solutions DoctorsManagement, LLC DoctorsManagement simplifies the business of medicine so that you can focus on caring for patients and controlling the future of your business.
- 8. Building a 5-StarPractice with a Patient-Centered Approach Using Technology to Improve Patient Engagement and Practice Efficiency
- 9. Building a 5-StarPatient-Centered Practice Technology is impacting EVERY aspect of healthcare continuum, including helping practices to: • attract more patients • improve the patient experience • deliver more personalized care • engage with patients outside of the office • boost practice efficiency and profitability This Photo by Unknown Author is licensed under CC BY-SA
- 10. How Practices AttractPatients In the New Digital World
- 11. How Do PatientsFind Their Doctors? Previously, patients talked with friends, co- workers or neighbors. Now, most start with ONLINE research from their personal device * Search engine (i.e. Google) key words * Social media (i.e. Facebook) * Reputation review sites (i.e. Healthgrades) * Practice website This Photo by Unknown Author is licensed under CC BY-NC-ND
- 12. How Can aPractice Optimize Its Visibility Online? The picture can't be displayed. • Registering with search engines • Create a “responsive” mobile design • Provide links to your social media pages • List insurances that practice accepts • List Services, photos and bios of providers • Include a Map, phone (in header) and fax numbers This Photo by Unknown Author is licensed under CC BY-NC This Photo by Unknown Author is licensed under CC BY
- 13. THE Most ImportantFactors Patients Look For OnlineSurvey by Scorpion, 2018 Before booking a doctors’ appointment….
- 14. Components of anEffective, Professional Practice Website • Pro-actively seek and post-patient reviews • Include a “call to action” button throughout the site (“CLICK HERE to request an appt.) or book thru ZocDoc • Use larger font • Make navigation simple and intuitive • Include downloadable new patient forms • Allow patient to create a SECURE New Patient Portal Login (obtain SSL Certificate) • Complete demographic and medical history • Sign HIPAA, consent, financial policy forms • Insurance information • Method of payment for co-pays and balances This Photo by Unknown Author is licensed under CC BY-NC-ND
- 15. Saving 8-minute phonecall into the practice ($2 of staff time) Data is entered directly into EHR, where it becomes part of the patient record (saving $1 of MA time) Since demographic,insurance and payment info have been collected in portal, check-in/out is accelerated! Patient Performs Admin Tasks Eliminates Staff Transcription Speeds Patient Check-in and Check-out This Photo by Unknown Author is licensed under CC BY-SA
- 16. Use Website Analyticsto Attract and Better Understand Your Website Visitors Facebook, Google Paid Ads, Organic Searches? How many returning visitors? Where Are Your Visitors Coming From? How many hits per day? Which posts/ads garnered the most “likes”? Which Pages are They Visiting Most? Review “Click Through” or “Call Now” rates to measure ROI Are They Following Through and Booking? This Photo by Unknown Author is licensed under CC BY-NC
- 17. Website, Social Media& Digital Marketing are Initial Touch Points to Engage Patients---Make Them Count! • Build an effective, professional digital presence • Make your website work FOR you • Patient portal can engage patients and offload work from staff (telephone, scanning and transcribing data) • Portal can accelerate office throughput times at check-in/out, medical history and patient collections • Solicit text message reviews and post them to boost rankings and measure patient satisfaction This Photo by Unknown Author is licensed under CC BY-NC
- 18. How Technology CanImprove The Patient Experience You Can Now Provide Care Where & When Patients Demand It
- 19. In response tothe Public Health Emergency… CMS accelerated adoption of TELEHEALTH to improve access to care and to limit the spread
- 20. The COVID-19 CrisisIlluminated the Benefits of Telehealth for Patients Patients who live in rural areas, work during the day, have mobility or transportation problems can check-in with their provider from home/work Convenience & Flexibility Reduce Exacerbation of Chronic Problems Reduce Transmission Patients Get Access to Specialists Patient can speak with provider and determine if a prescription or further tests are needed Trip to doctor’s office, urgent care or hospital could put patient at risk Involve experts in the patient’s care without the patients having to travel
- 21. CMS made Medicareand Medicaid patients eligible to receive telehealth medical and behavioral health services, sped up provider enrollment During the pandemic, CMS removed the distinction between in-person and telehealth visit TEMPORARILY did not require bi-directional (audio & video) communication, recognizing that broadband was not always available More Patients & Providers Eligible for Telehealth Parity in Reimbursement Removed technology requirementsThis Photo by Unknown Author is licensed under CC BY-ND
- 22. Summary of MedicareTelehealth Guidelines
- 23. How Providers DeliverMore Personalized Care Using Technology E-Health Keeps Patients Engaged in the Own Care
- 24. Getting patient “buyin” to self-care is a constant challenge. • Keeping up with follow-up appointments • Taking their Medications • Monitoring heart rhythms, blood sugar or BP • Exercising Emerging Technology Improves Patient Engagement and Compliance This Photo by Unknown Author is licensed under CC BY-NC-ND
- 25. Wearables Lead to Better Outcomes Glucose monitors with no fingerstick Reminder apps (take meds, appt, walk or drink water) Fitbit to track heart; blood oxygen Home sleep monitors to detect apnea Smart clothing monitors EKG and EEG
- 26. Expert Monitoring andEarly Intervention Using Telehealth Saves Lives Glucose levels automatically integrate to physician EHR; Decreased mortality by 6.5% Gestational Diabetic Pregnant Women Patients suffering depression and anxiety can connect with a therapist or counselor during a crisis using Talkspace, Betterhelp or Psycom.net. Acts of suicide or violence are cut in half with teletherapy Mental Health Senior citizens with comorbidities who live alone are susceptible to hip fractures and death after a fall. 90% survive with fall detection devices Fall Detection
- 27. Virtual Reality Health Insurancehas now approved at-home, drug-free VR Health Services via services (like VRPhysio) Well-suited to exercise, physical therapy and rehabilitation No computer needed, only a downloadable to a headset (like Oculus) from provider to stream Visualization and relaxation techniques in VR are beneficial for treatment of depression, addiction, trauma and other behavioral health conditions Providers can monitor patient progress in real-time This Photo by Unknown Author is licensed under CC BY-SA-NC
- 28. How Technology CanBoost Efficiency, Profitability and Patient Satisfaction Tech has become relatively inexpensive and easy to implement
- 29. Attracting Patients Website Social media Reputation e-Appointment requests Patientscan find you online Affirm that your practice is best for them Able to book directly Patient can request waitlist Immediate post-visit patient reviews
- 30. Attracting Patients Website Social media Reputation e-Appointment requests Patientscan find you online Affirm that your practice is best for them Able to book directly Patient can request waitlist Immediate post-visit patient reviews Expand Care Delivery and Compliance Telehealth Virtual Wearables Provider can monitor in real-time Intervene early Avoid hospitalization Improve health status
- 31. Attracting Patients Website Social media Reputation e-Appointment requests Patientscan find you online Affirm that your practice is best for them Able to book directly Patient can request waitlist Immediate post-visit patient reviews Expand Care Delivery and Compliance Telehealth Virtual Wearables Provider can monitor in real-time Intervene early Avoid hospitalization Improve health status Benefit Practice Operations Text reminders Patient registration Check-in Bill payment Fewer no-shows, fewer missed revenues Text balance notification speeds collections Automated patient recalls automatically books annual visits, check-ups
- 32. Conclusion Technology has createda cost-effective opportunity to: • increase access to care for patients • enhance the quality of care • improve efficiency of practice operations • reduce costs • boost practice profitability
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- 36. May I answeryour questions? Valora Smith Gurganious, MBA CHBC Partner & Senior Management Consultant DoctorsManagement, LLC www.doctors-management.com 800-635-4040
- 37. © 2 02 0 K a r e o I n c . A l l R i g h t s R e s e r v e d .