Access &amp; Health Coverage https://www.shsmd.org/ en Simplifying Access to Care During Challenging Times: Perspectives from Marketing and Clinical Services | Recording https://www.shsmd.org/education/webcasts/simplifying-access-care-during-challenging-times-perspectives-marketing-and-clinical-services-recording <span class="title">Simplifying Access to Care During Challenging Times: Perspectives from Marketing and Clinical Services | Recording</span> <span class="uid"><span>nhosseini_drupal</span></span> <span class="created">Nov 09, 2020 - 01:34 PM</span> <div class="body"><hr /> <p>After experiencing a surge in patients deferring care, health systems and practices are now focused on rebuilding patient volume. But with the addition of virtual visits, a new focus on digital health technologies, and changing intake policies, how can providers take the complexities out of accessing care?</p> <p>In this webinar, learn how Hospital Sisters Health System and National Spine &amp; Pain Centers have adapted. They’ll share the key steps they’re taking to simplify access amidst a changing health care landscape.&nbsp;</p> <p>In this webinar, you will learn:</p> <ul> <li>Best practices for online intake and check-in to maximize patient volume and operational efficiencies.</li> <li>How marketing, operations and clinical services can work together to promote health care services effectively.</li> <li>Leveraging digital channels to help scale patient acquisition for virtual and in-person visits.</li> <li>The latest health care consumer trends, and how providers can respond to these demands and remain competitive.</li> </ul> <p><em>Sponsored by <a href="www.docasap.com">DocASAP</a>.*</em></p> <hr /> <h3>Webinar Recording</h3> <p><a href="https://aha.adobeconnect.com/pzb4o8mi6ejb/"><strong>Click here</strong></a> to view the recording.</p> <hr /> <p><small>* SHSMD Education&nbsp;Sponsored Webinars&nbsp;are educational offerings brought to you directly by and with support from paid sponsors. The content is educational in nature relevant to the SHSMD membership, and has been selected by the sponsor. The opinions expressed are those of the presenter and do not necessarily state or reflect the views of SHSMD or the AHA.</small></p> </div> <div class="field_sidebar_elements"> <div class="paragraph paragraph--type--sidebar paragraph--view-mode--default"> </div> </div> <div class="field_topics"> <div><a href="/topics/access-health-coverage" class="topic" hreflang="en">Access &amp; Health Coverage</a></div> <div><a href="/topics/patient-journey" hreflang="en">Patient Journey</a></div> </div> Mon, 09 Nov 2020 19:34:59 +0000 nhosseini_drupal 673902 at https://www.shsmd.org Simplifying Access to Care During Challenging Times: Perspectives from Marketing and Clinical Services https://www.shsmd.org/education/webcasts/simplifying-access-care-during-challenging-times-perspectives-marketing-and-clinical-services <span class="title">Simplifying Access to Care During Challenging Times: Perspectives from Marketing and Clinical Services</span> <span class="uid"><span>nhosseini_drupal</span></span> <span class="created">Aug 31, 2020 - 09:11 AM</span> <div class="body"><hr /><article class="embedded-entity align-center"><img src="/sites/default/files/styles/small_200x200/public/2019-05/Education_SponsoredWebinars_0.png?itok=_OuG5v3G" width="200" height="88" alt="SHSMD Education Sponsored Webinars" /></article><p> </p> <p><strong>Members and Nonmembers:</strong></p> <p><strong><a href="/education/webcasts/simplifying-access-care-during-challenging-times-perspectives-marketing-and-clinical-services-recording">View</a> </strong>the SHSMD Education Recorded Webinar</p> <hr /><p>After experiencing a surge in patients deferring care, health systems and practices are now focused on rebuilding patient volume. But with the addition of virtual visits, a new focus on digital health technologies, and changing intake policies, how can providers take the complexities out of accessing care?</p> <p>In this webinar, learn how Hospital Sisters Health System and National Spine &amp; Pain Centers have adapted. They’ll share the key steps they’re taking to simplify access amidst a changing health care landscape. </p> <p>In this webinar, you will learn:</p> <ul><li>Best practices for online intake and check-in to maximize patient volume and operational efficiencies.</li> <li>How marketing, operations and clinical services can work together to promote health care services effectively.</li> <li>Leveraging digital channels to help scale patient acquisition for virtual and in-person visits.</li> <li>The latest health care consumer trends, and how providers can respond to these demands and remain competitive.</li> </ul><p><em>Sponsored by <a href="www.docasap.com">DocASAP</a>.*</em></p> <hr /><p><span style="font-size: xx-small;">* SHSMD Sponsored Webcasts are educational offerings brought to you directly by and with support from paid sponsors. The content is educational in nature relevant to the SHSMD membership, and has been selected by the sponsor. The opinions expressed are those of the presenter and do not necessarily state or reflect the views of SHSMD or the AHA.</span></p> </div> <div class="field_sidebar_elements"> <div class="paragraph paragraph--type--sidebar paragraph--view-mode--default"> <div class="field_sidebar_item"> <div> <div class="paragraph paragraph--type--sidebar-item paragraph--view-mode--default"> <div class="sidebar-item--container"> <div class="field_sidebar_cta"> <div class="paragraph paragraph--type--sidebar-cta paragraph--view-mode--default"> <div class="sidebar-cta--container sidebar-cta--border"> <div class="cta--field sidebar-cta--field-text"><h3>PRESENTERS</h3> <p><strong>Matthew Rice</strong><br /> Senior Marketing Manager<br /> National Spine &amp; Pain Centers</p> <p><strong>Sara Grahek</strong><br /> Director of Clinic Services<br /> Hospital Sisters Health System</p> <h3>SPONSOR</h3> <p><a href="https://docasap.com/" target_blank=""><img alt="DocASAP logo" data-entity-type="file" data-entity-uuid="e187f081-cd28-4b88-8f99-6a71886c033d" height="28" src="/sites/default/files/inline-images/Docasap-logo-darkblue.png" width="214" /></a></p> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="field_topics"> <div><a href="/topics/access-health-coverage" class="topic" hreflang="en">Access &amp; Health Coverage</a></div> <div><a href="/topics/patient-journey" hreflang="en">Patient Journey</a></div> </div> Mon, 31 Aug 2020 14:11:41 +0000 nhosseini_drupal 639757 at https://www.shsmd.org Strategies for Optimizing Digital Patient Access https://www.shsmd.org/education/webcasts/Strategies-Optimizing-Digital-Patient-Access <span class="title">Strategies for Optimizing Digital Patient Access</span> <span class="uid"><span>nhosseini_drupal</span></span> <span class="created">Oct 02, 2019 - 03:16 PM</span> <div class="body"><hr /> <p><img alt="SHSMD Education Sponsored Webinars" src="https://www.shsmd.org/sites/default/files/styles/thumbnail/public/2019-05/Education_SponsoredWebinars.png?itok=7PTCS2Fy" /></p> <p class="text-align-center">&nbsp;</p> <p><strong>Members and Nonmembers:</strong></p> <p><a href="/system/files/media/video/2019/12/SHSMD%20Sponsored%20Webinar_%20DocASAP_0_0.mp4">View</a>&nbsp;the SHSMD Education&nbsp;Recorded Webinar<br /> &nbsp;</p> <hr /> <p>Today’s savvy consumers are increasingly using digital channels to access care. 51% of patients have scheduled an appointment online and 70% prefer a provider that offers digital reminders. What should a health system consider when engaging these patients? Our panel will address digital strategies that can create a better consumer experience while helping improve patient access to quality care.</p> <p>During this webinar, our panel will discuss:</p> <ul> <li>Expanding access across digital touchpoints, platforms and service lines</li> <li>Evaluating the search and scheduling experience to ensure it meets patients’ and providers’ needs</li> <li>Establishing engagement touchpoints to reduce no shows, communicate prescription refills and encourage preventive care</li> <li>Metrics focused on C-level values to help uncover opportunities for improvement</li> </ul> <hr /> <p><span style="font-size: xx-small;">* SHSMD U Sponsored Webcasts are educational offerings brought to you directly by and with support from paid sponsors. The content is educational in nature relevant to the SHSMD membership, and has been selected by the sponsor. The opinions expressed are those of the presenter and do not necessarily state or reflect the views of SHSMD or the AHA.</span></p> </div> <div class="field_sidebar_elements"> <div class="paragraph paragraph--type--sidebar paragraph--view-mode--default"> <div class="field_sidebar_item"> <div> <div class="paragraph paragraph--type--sidebar-item paragraph--view-mode--default"> <div class="sidebar-item--container"> <div class="field_sidebar_cta"> <div class="paragraph paragraph--type--sidebar-cta paragraph--view-mode--default"> <div class="sidebar-cta--container sidebar-cta--border"> <div class="cta--field sidebar-cta--field-text"><h3>PRESENTERS</h3> <p><strong>Amber Allen</strong><br /> Executive Director of Quality<br /> Prevea Health</p> <p><strong>Reed Smith</strong><br /> Vice President, Digital Strategy<br /> Jarrard Phillips Cate &amp; Hancock, Inc.</p> <h3>MODERATOR</h3> <p><strong>Jordan Pisarcik</strong><br /> Vice President of Account Management<br /> DocASAP</p> <h3>SPONSOR</h3> <p><a href="https://docasap.com/" target_blank=""><img alt="DocASAP logo" data-entity-type="file" data-entity-uuid="e187f081-cd28-4b88-8f99-6a71886c033d" height="28" src="/sites/default/files/inline-images/Docasap-logo-darkblue.png" width="214" /></a></p> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="field_topics"> <div><a href="/topics/digital-engagement" class="topic" hreflang="en">Digital Engagement</a></div> <div><a href="/topics/access-health-coverage" hreflang="en">Access &amp; Health Coverage</a></div> </div> Wed, 02 Oct 2019 20:16:18 +0000 nhosseini_drupal 340401 at https://www.shsmd.org Using Telehealth to Advance Value-Based Care https://www.shsmd.org/spectrum-articles/using-telehealth-to-advance-value-based-care <span class="title">Using Telehealth to Advance Value-Based Care</span> <span class="uid"><span>aha</span></span> <span class="created">Apr 30, 2018 - 10:00 AM</span> <div class="body"><hr /><p>Telehealth is increasingly viewed by healthcare strategists as a cost-effective method to meet consumer demands, expand access, and provide quality patient care. In fact, according to an American Hospital Association brief entitled "Telehealth: Helping Hospitals Deliver Cost-Effective Care," growing evidence indicates that telehealth helps hospitals achieve the Triple Aim—to improve the health of populations, to enhance the patient experience, and to lower the total cost of care. However, limited insurance coverage for telehealth services remains a major obstacle to greater adoption.</p> <p>In response to consumer demands for simple, affordable service, Jefferson Health—a health system in the Philadelphia region that includes 14 hospitals—is building a value-based care business model through a robust telehealth program that spans the care continuum from specialty consults and virtual rounds, to post-discharge management and urgent care visits.</p> <h3><strong>The JeffConnect Solution</strong></h3> <p>Using smartphones, tablets, or computers equipped with a webcam, JeffConnect allows physicians to collaborate on care and consumers to see providers without having to go to an office, clinic, or hospital. Via secure online video, patients meet "face-to-face" with providers for a broad range of issues, including minor illnesses and symptoms of chronic conditions.</p> <p>Launched in 2015, the JeffConnect program utilizes over 1,000 employed physicians, nurse practitioners, and other healthcare providers in Pennsylvania, New Jersey, and Delaware who deliver virtual care. Emergency physicians from Jefferson Health are available 24/7 year-round for on-demand telehealth visits from consumers, and scheduled telehealth appointments can be made with most providers in the health system.</p> <h3><strong>Why Telehealth?</strong></h3> <p>"The overarching goal of JeffConnect is to quickly deliver comprehensive, high-quality, coordinated care to patients <em>when</em> and <em>where</em> they want it," said Judd Hollander, M.D., senior vice president for healthcare delivery innovation at Thomas Jefferson University. National research indicates that 'see me now' is even more important to patients than price or being seen by their established provider.<sup>1</sup></p> <p>"Although the prevailing wisdom is that rural America has access problems because there are not enough primary care physicians or specialists, the fact of the matter is that urban America also has access problems because there are not enough available appointments," noted Dr. Hollander.</p> <h3><strong>The Evolution of JeffConnect</strong></h3> <article class="embedded-entity"><article><div class="field_media_image"> <img src="/sites/default/files/shsmd_spectrum/p2quote.jpg" width="250" height="225" alt="p2quote.jpg" title="p2quote.jpg" /></div> </article></article><p><br /> For Jefferson Health the journey to create a value-based care model through a telehealth program began in 2014, although the health system has had a well-established neuro-stroke telemedicine program since 2009.</p> <p>"As healthcare moves from fee-for-service toward value-based care, the real issue is the pace at which we get there," Dr. Hollander said. "Every institution has a choice to make: Do nothing and continue to rely on fee-for-service payments, which makes the most sense from a short-term revenue point of view; or deliver less expensive, high-quality care to patients, and sacrifice a little revenue now because reimbursement for telehealth services is limited but predicted to grow. As an enterprise we decided to do the latter and position ourselves for the future."</p> <p>According to Danica Stone, telehealth project manager at Jefferson Health, the planning process included interviewing administrators, clinicians, and patients to determine what problems telehealth could solve. Next, the strategy team organized the findings into several themes, such as outpatient setting, transitions of care, and inpatient setting. The ultimate goal was to offer a myriad of telehealth services across the care continuum, with an emphasis on services where the health system had a market advantage (see Figure 1).</p> <p>Today all JeffConnect providers are employed by Jefferson Health, which means better care coordination when compared with telemedicine companies that employ physicians from across the country, according to Stone. It is one of the only telehealth programs in the United States staffed entirely by local providers. "For scheduled telehealth visits, patients will often see their own provider. For on-demand visits, individuals are given the option to connect with Jefferson Health providers who are licensed in the state they indicate they're in at the time of the visit," Stone said.</p> <p>"So whether a patient sees a provider in a Jefferson Health emergency department, urgent care center, doctor's office, or the telehealth program, they're all associated with the health system," Dr. Hollander added. "And because the providers are very familiar with the area, they know exactly where the closest pharmacy, lab, imaging center, or hospital is located if additional testing or hands-on care is needed."</p> <h3><strong>What Do Patients Say?</strong></h3> <p>The strategy has produced some impressive results, including a Net Promoter Score of greater than 70. According to surveys of all patients who used the telehealth service between 2015 and 2017:</p> <ul><li>More than 80 percent agree they received the same level of care as an in-person visit.</li> <li>Over 90 percent indicate their health complaint was addressed as hoped.</li> <li>More than three-quarters of callers indicate they would have sought care elsewhere (nearly half would have gone to an urgent care center or emergency department).</li> <li>Over 80 percent believe they saved over one hour.</li> <li>More than 80 percent had already recommended JeffConnect to a family member or friend by the time of the follow-up survey.</li> </ul><p> </p> <article class="embedded-entity"><article><div class="field_media_image"> <img src="/sites/default/files/shsmd_spectrum/p3figure1.png" width="750" height="553" alt="p3figure1.png" title="p3figure1.png" /></div> </article></article><p> </p> </div> <div class="field_topics"> <div><a href="/topics/telehealth" class="topic" hreflang="en">Telehealth</a></div> <div><a href="/topics/access-health-coverage" hreflang="en">Access &amp; Health Coverage</a></div> <div><a href="/topics/value-based-payment" hreflang="en">Value-based payment</a></div> <div><a href="/topics/triple-aim" hreflang="en">Triple Aim</a></div> </div> Mon, 30 Apr 2018 15:00:00 +0000 aha 186436 at https://www.shsmd.org Access Transformation: Applied Strategies from Other Industries https://www.shsmd.org/resources/display/access-transformation-applied-strategies-from-other-industries <span class="title">Access Transformation: Applied Strategies from Other Industries</span> <span class="uid"><span>aha</span></span> <span class="created">Sep 24, 2017 - 01:06 PM</span> <div class="body"><div> <article class="embedded-entity"><img src="/sites/default/files/styles/thumbnail/public/shsmd/2017-shsmd-connections.png?itok=l3X_I-eL" width="195" height="75" alt="2017-shsmd-connections.png" /></article></div> <p>Patient access is a fundamental strategy that is vital for a healthcare system's success in both a volume and value based world. It is the core strategy that bridges both models. This presentation will focus on applying access transformation best practices from other industries to healthcare through case studies and potential application scenarios.</p> <ul><li>Craig Ahrens, Director, BDC Advisors</li> <li>Carlos Prieto, University of Miami Health System</li> </ul><div> <p><br /><b><i>Members, to view this protected content, log in above.</i></b></p> </div> </div> <div class="field_topics"> <div><a href="/topics/access-health-coverage" class="topic" hreflang="en">Access &amp; Health Coverage</a></div> </div> Sun, 24 Sep 2017 18:06:55 +0000 aha 186221 at https://www.shsmd.org Hospitals and Health Systems Find Ways to Serve Patients on Demand https://www.shsmd.org/spectrum-articles/hospitals-and-health-systems-find-ways-to-serve-patients-on-demand <span class="title">Hospitals and Health Systems Find Ways to Serve Patients on Demand</span> <span class="uid"><span>aha</span></span> <span class="created">Sep 06, 2017 - 10:00 AM</span> <div class="body"><hr /><p>Extended hours and same-day appointments are fine, but not nearly enough to give today's consumers the convenience and access they desire.</p> <p>"What people really want is on-demand access," says David James, MD, CEO of Memorial Hermann Medical Group in Houston. "…They just need to get things done, and time has become really important for them."</p> <p>Like its consumer-oriented peers across the country, Memorial Hermann is experimenting with new types of access—urgent care facilities, retail clinics, televisits, and more—designed to make it easy for consumers to choose Memorial Hermann every time they need care.</p> <p><strong>Framing the Issue</strong><br /> Renton, Washington-based Providence Health &amp; Services reviewed its traditional access channels about three years ago and realized they did not line up with what consumers are looking for.</p> <p>"We shifted our thinking … into creating a menu of different products so that consumers have choice," says Mike Waters, Providence's senior vice president of physician services. "A lot of people get hung up on whether we can provide same-day access. Frankly, what we're hearing from consumers is they want care when they want it, where they want it, how they want it. So we need to provide them options."</p> <p>Novant Health, a hospital system in North Carolina, South Carolina, Georgia, and Virginia, considers its access strategy in terms of three broad categories of venues: acute care hospitals, ambulatory facilities, and everything else. "Whenever the patient is not inside our four walls, they are in what we would term a virtual venue of care," says R. Henry Capps Jr, MD, chief operating officer of Novant Health Medical Group.</p> <p>That virtual venue includes e-visits and video visits, population health initiatives that proactively reach out to high-risk patients, an inbound/outbound call center that supports patient engagement, and online interactions via Novant's patient portal.</p> <p><strong>Laying New Bricks</strong><br /> In the highly competitive Houston market, Memorial Hermann is aggressively adding new types of facilities that can make it as easy to choose Memorial Hermann as it is a nearby freestanding urgent care center or emergency department (ED).</p> <p>"Two years ago, we opened our first convenient care center, and today we have four of them," James says. Convenient care centers include primary care offices, fast-track primary care clinics open 12 hours a day, seven days a week, an ED, sports medicine and physical therapy, outpatient imaging and laboratory services, and swing spaces available to specialists.</p> <p>The convenient care centers are attracting new patients into the Memorial Hermann system. Indeed, James says, primary care offices in convenient care centers are growing at three times the rate of a new primary care clinic without the other services.</p> <p>"When patients are done being seen either at the (ED) or the fast-track area, the questions come: 'What about follow-up?' and, 'Do you have a doctor?'" James says. "We have a primary care site right there in the convenient care center."</p> <p>He says he expects the new urgent care centers to also attract new patients—at least 30 percent of people who go to an urgent care clinic do not have a primary care physician—as well as provide better service to Memorial Hermann's current patients.</p> <p>Novant operates 14 urgent care clinics and has opened 10 Novant Health Express clinics in the past two years. Staffed by mid-level practitioners, the walk-in clinics are a low-cost way for the system to provide simple, low-acuity services close to a patient's home.</p> <p><strong>Other People's Bricks</strong></p> <article class="embedded-entity"><img src="/sites/default/files/styles/thumbnail/public/shsmd_spectrum/p7pullquote.jpg?itok=CjiPjCnt" width="250" height="195" alt="p7pullquote.jpg" /></article><p><br /> Providence will open 50 Express Care clinics this year. Of these, 25 will be embedded in Walgreens stores in three of Providence's large markets; the other 25 will be freestanding locations in almost every market in which the system operates.</p> <p>This is just the first phase of Providence's major push into neighborhood clinics, staffed by nurse practitioners and physician assistants, designed to increase access and support population health management. The clinics will be owned and operated by the health system, not the retail chain.</p> <p>In Texas, Memorial Hermann teamed with RediClinic, a chain of clinics, to maintain a presence in 23 H-E-B grocery stores in the Houston area. The RediClinics are promoted as easy-access sites for simple diagnosis and treatment plans, vaccinations, sports physicals, and other low-acuity needs. Services are provided by RediClinic- employed nurse practitioners who have access to Memorial Hermann's EHR system.</p> <p>"Whatever happens at the retail clinic becomes part of the medical record, and it's still monitored and managed by your primary care physician," James says.</p> <p><strong>Turning to 'Clicks'</strong><br /> Many consumers prefer to avoid driving to a medical facility entirely. Virtual access to care through video, e-mail, online chat, or mobile visits was pioneered by technology companies working outside health care organizations, but many health systems are jumping in.</p> <p>Novant introduced e-visits and video visits two years ago, and Capps expects their use to grow as patients and providers gain experience with the technology. "Patients love … the ability to send a message, go about their lives, and have their personal physicians interact back with them a little bit later," he says.</p> <p>Novant has used video visits for chronic disease management and is exploring use cases for unplanned care.</p> <p>Memorial Hermann is in discussions with several independent providers of televisits—and evaluating its in-house telemedicine capabilities—with a plan to launch its own telehealth initiative, using its own physicians and care protocols.</p> <p><strong>New Kinds of Home Care</strong><br /> Another way to make life easier for patients: Help them to manage their chronic conditions via remote monitoring. UPMC in Pittsburgh has provided at-home monitoring for congestive heart failure patients for a while, but it is expanding the program this year to include patients with chronic obstructive pulmonary disease and diabetes.</p> <p>The service includes remote monitoring of biometrics. Clinicians monitor alerts that indicate when a key biometric is outside the normal range and contact patients to get more information. The clinicians can coach patients on how to adjust diet, medications, or other factors to improve their health status—or encourage them to seek immediate care in the ED, if needed.</p> <p>Meanwhile, Providence is experimenting with in-person home visits in its Los Angeles and Seattle markets. "We are piloting a home visit product where a nurse practitioner actually arrives at your house and provides care to you," Waters says.</p> <p>Waters is confident that home visits will find their place in the market—and that payers will eventually support that model of care. "I think it's early on, so payers' willingness to pay for certain types of care is evolving," he says. "Telehealth is a great example: It is now paid for by most of our payers. We believe the same thing will happen for home visits."</p> <hr /><p><strong>Lola Butcher</strong><br /> Contributing writer to Hospital &amp; Health Networks Magazine</p> </div> <div class="field_topics"> <div><a href="/topics/consumerism" class="topic" hreflang="en">Consumerism</a></div> <div><a href="/topics/telehealth" hreflang="en">Telehealth</a></div> <div><a href="/topics/customer-experience" hreflang="en">Customer Experience</a></div> <div><a href="/topics/access-health-coverage" hreflang="en">Access &amp; Health Coverage</a></div> </div> Wed, 06 Sep 2017 15:00:00 +0000 aha 186454 at https://www.shsmd.org Enterprise-Wide Access Strategy (Advanced) https://www.shsmd.org/resources/display/enterprise-wide-access-strategy-advanced <span class="title">Enterprise-Wide Access Strategy (Advanced)</span> <span class="uid"><span>aha</span></span> <span class="created">Sep 12, 2016 - 01:06 PM</span> <div class="body"><hr /><div> <article class="embedded-entity"><img src="/sites/default/files/styles/thumbnail/public/2019-07/shsmd-2016-connections-logo-FINAL.png?itok=Egum8sMP" width="165" height="210" alt="shsmd-2016-connections-logo-FINAL.png" /></article></div> <p>Rapidly evolving dynamics have made the process of planning the distribution of services, both physically and virtually, across your care networks more challenging than ever before. A senior healthcare advisor will facilitate a broad panel of industry experts to explore the concept of planning for the "Enterprise-Wide Access Strategy." Discussion will focus on the various environmental and industry dynamics to explore how hospitals and health systems can determine the optimal future access strategy across their enterprise. The panel will also present a construct that can help bring the key disciplines together " strategy, finance, and facilities " to develop a more integrated access strategy and prioritize activities and investments.</p> <div> <p><b><i>Members, to view this protected content, log in above.</i></b></p> </div> </div> <div class="field_topics"> <div><a href="/topics/access-health-coverage" class="topic" hreflang="en">Access &amp; Health Coverage</a></div> <div><a href="/topics/strategic-planning" hreflang="en">Strategic Planning</a></div> <div><a href="/topics/environmental-trends" hreflang="en">Environmental Trends</a></div> <div><a href="/topics/planning-process" hreflang="en">Planning Process</a></div> </div> Mon, 12 Sep 2016 18:06:55 +0000 aha 186381 at https://www.shsmd.org Improving the Patient Experience Through a Focus on Access https://www.shsmd.org/resources/display/improving-the-patient-experience-through-a-focus-on-access <span class="title">Improving the Patient Experience Through a Focus on Access</span> <span class="uid"><span>aha</span></span> <span class="created">Sep 12, 2016 - 01:06 PM</span> <div class="body"><div> <article class="embedded-entity"><article><div class="field_media_image"> <img src="/sites/default/files/2019-07/shsmd-2016-connections-logo-FINAL.png" width="165" height="150" alt="shsmd-2016-connections-logo-FINAL.png" /></div> </article></article></div> <p>In healthcare, customer experience begins long before patients step foot in a hospital or doctor's office. As a result, health systems are investing more in initiatives to improve the way that patients access care across the organization. But, as many systems have experienced, designing an access and referral process that focuses on satisfying patients' growingly nuanced needs requires immense organizational and technological support. In this session, patient access experts from Houston Methodist will discuss the strategies and tools they have utilized to streamline a complex referral process and create a better experience for both patients and providers.</p> <div> <p><b><i>Members, to view this protected content, log in above.</i></b></p> </div> </div> <div class="field_topics"> <div><a href="/topics/customer-experience" class="topic" hreflang="en">Customer Experience</a></div> <div><a href="/topics/access-health-coverage" hreflang="en">Access &amp; Health Coverage</a></div> </div> Mon, 12 Sep 2016 18:06:55 +0000 aha 186339 at https://www.shsmd.org Improving Patient Access and Engagement for Penn Medicine https://www.shsmd.org/resources/display/improving-patient-access-and-engagement-for-penn-medicine <span class="title">Improving Patient Access and Engagement for Penn Medicine</span> <span class="uid"><span>aha</span></span> <span class="created">Apr 08, 2016 - 01:06 PM</span> <div class="body"><div> <article class="embedded-entity"><img src="/sites/default/files/styles/thumbnail/public/2019-07/shsmd-2016-connections-logo-FINAL.png?itok=Egum8sMP" width="165" height="210" alt="shsmd-2016-connections-logo-FINAL.png" /></article></div> <p>University of Pennsylvania Health System (Penn Medicine) sought out a way to better connect their physicians to the modern patient. In coordination with Clinical Care Associates, Penn Medicine’s employed primary and specialty care physician group, both organizations saw the immediate need to: Improve patient access, attract new patients, and increase patient retention.</p> <p>Penn Medicine made its EMR implementation and utilization a top priority by incorporating Epic’s ‘MyChart’ scheduling module for its existing patients. The portal did not capture new patient bookings, presenting a unique challenge for the health system. It also was not able to reach patients from diverse digital pathways (i.e. health plans or healthcare content sites), or manage intake for specialists or ancillary services. Executives realized that a new patient acquisition strategy was necessary in order to bring more patients into the health system.</p> <p>Download the one-page storyboard below.</p> <p><em><strong>Members, to view this protected content, log in above.</strong></em></p> </div> <div class="field_topics"> <div><a href="/topics/customer-experience" class="topic" hreflang="en">Customer Experience</a></div> <div><a href="/topics/access-health-coverage" hreflang="en">Access &amp; Health Coverage</a></div> <div><a href="/topics/portals" hreflang="en">Portals</a></div> </div> Fri, 08 Apr 2016 18:06:55 +0000 aha 186277 at https://www.shsmd.org