The webinar focuses on the women's health service line strategies at Saint Thomas Health Services, highlighting improvements in obstetric and breast health programs. Key strategies include enhancing patient experience through post-birth follow-ups and reducing no-show rates for screenings, leading to operational efficiency and increased patient engagement. Results show a significant reduction in no-show rates and improved resource allocation, exemplifying effective healthcare service management.

1. Welcome to the Women’s Health Service Line Strategies Webinar. This presentation will begin soon. HOSTED BY PRESENTED BY

2. Women’s Health Service Line Strategies PRESENTERS AMANDA CECCONI Women’s Health Service Line Executive, Saint Thomas Health Services SAMANTHA KIRBY Director of the Centers for Breast Health, Saint Thomas Health Services ARTHUR LANE Vice President of Marketing and Chief Strategy Officer, NotifyMD HOST

3. Part 1 Obstetrics – Inpatient Program

4. STHS is in the top 5% nationally for providing obstetric services with over 10,000 deliveries per year between two hospitals.

5. Value-Added Services Enhance Patient Experience

6. Gap in Touchpoints

7. Women make 80% of the healthcare decisions in their families.

8. Key Themes for Service Line Patient Experience Patient Relationship Management Loyal/Sticky Patients (repeat users)

9. Challenge No follow-up post-birth.

10. Challenge No personal contact information captured. No feedback about services.

11. Challenge A $70,000 lactation nurse doing follow-up.

12. Goal: To call new moms discharged by the hospital

13. New Mom Process STHS data uploaded to NotifyMD 10 days after discharge, NotifyMD Care Coordinator calls new mom New mom answers survey questions, opts-in for continued contact Data sent to STHS on unified database

14. New Mom Call Introduction

15. New Mom Call Introduction

16. New Mom Call Referral to other services

17. New Mom Call Referral to other services

18. New Mom Call Survey for feedback

19. New Mom Call Survey for feedback

20. New Mom Call Capture information and opt-in for e-mail list

21. New Mom Call Capture information and opt-in for e-mail list

22. Results Track and support services. Demonstrate feedback to leadership groups. Refer new moms who have problems to other hospital services. Up sell underutilized services to discharged patients.

23. Results A $70,000 resource replaced with a $36,000 resource.

24. Part 2 Breast Health – Outpatient Program (Ambulatory)

25. STHS screens more than 48,000 women annually.

26. Key Themes for Service Line Experience Satisfaction Proactive Outreach

27. Challenge Three breast centers with no load balancing.

28. Challenge Basic screenings were slowing diagnostic availability and turn around time.

29. Challenge: 12% no-show rate

30. Goals Increase operational efficiencies by reducing no-show rate and motivating repeat customers. Capture and track e-mail addresses and other needed data. Load balance across the centers. Create a referral program to other service lines in the hospitals.

31. Solutions 48-Hour Reminder Calls Annual Screening Reminder Calls

32. Process for Overdue Mammogram Appointments NotifyMD Care Coordinator Patient Hospital Scheduler

33. Annual Screening Call

34. Annual Screening Call

35. 48-Hour Reminder Call Results No-show rate cut in half. Clinical focus on high-touch patients.

36. Annual Reminder Call Results: 500% ROI Over 2,000 patients scheduled

37. Questions and Answers PRESENTERS AMANDA CECCONI Women’s Health Service Line Executive, Saint Thomas Health Services SAMANTHA KIRBY Director of the Centers for Breast Health, Saint Thomas Health Services ARTHUR LANE Vice President of Marketing and Chief Strategy Officer, NotifyMD HOST

38. Thank You! Contact: Arthur Lane, Vice President of Marketing and Chief Strategy Officer, NotifyMD Email: [email_address] Url: www.notifymd.com Toll Free Phone: 866-438-1797 To setup a phone meeting use the following link: http://my.timedriver.com/9SSYK