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Webinar Now Available On Demand: The State of Consumer Healthcare--A Study of Patient Experience

Posted by Matthew Smith on Apr 4, 2016 11:59:24 AM

Webinar On DemandIf you were unable to attend the Prophet and GE Healthcare Camden Group patient experience webinar this past Wednesday, March 30, the webinar is now available for complimentary streaming and download.  

There is a vital change happening in healthcare: People are demanding to be treated as savvy consumers, who deserve choices, convenience and fair prices. The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare. And as healthcare options multiply, this trend will only accelerate. Providers who are ready to respond by creating a strong patient experience are going to win, and those who aren’t will be left behind.

This webinar discusses the patient experience study which was conducted to understand the consumer healthcare experience by assessing the gap between patient and providers’ expectations and perceptions, and arm institutions with the ability to assess their own organization, define a successful strategy, and deliver on it.

Panelist(s) info: Jeff Gourdji, Paul Schrimpf, Helen Stewart, Laura Jacobs

Duration: 1:12

Recorded: Wednesday, March 30, 2016

To access the webinar, please click the button below.

Webinar, Patient Experience, Patient Satisfaction

Topics: Webinar, Patient Experience, Patient Satisfaction, Prophet

Final Call for Webinar Registrations: The State of Consumer Healthcare--A Study of Patient Experience

Posted by Matthew Smith on Mar 28, 2016 9:54:00 AM

WebinarPlease join Prophet and GE Healthcare Camden Group for a complimentary webinar this Wednesday, March 30, as we discuss our recent patient experience study. There is a vital change happening in healthcare: people are demanding to be treated as savvy consumers, who deserve choices, convenience, and fair prices.

The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare. As healthcare options multiply, this trend will only accelerate. Providers who are ready to respond by creating a strong patient experience are going to succeed.

This webinar will discuss the patient experience study which was conducted to understand the consumer healthcare experience by assessing the gap between patient and providers’ expectations and perceptions, and arm institutions with the ability to assess their own organization, define a successful strategy, and deliver on it.

Please join us!

Date and time: Wednesday, March 30, 2016 | 12:00 pm Central Daylight Time (Chicago, GMT-05:00)

Date and time: Wednesday, March 30, 2016 | 10:00 am Pacific Daylight Time (San Francisco, GMT-07:00)

Date and time: Wednesday, March 30, 2016 | 1:00 pm Eastern Daylight Time (New York, GMT-04:00)

Date and time: Wednesday, March 30, 2016 | 6:00 pm GMT Summer Time (London, GMT+01:00)

Panelist(s) info: Jeff Gourdji, Paul Schrimpf, Helen Stewart

Duration: 1 hour

webinar, patient satisfaction, consumer healthcare  

Topics: Webinar, Patient Experience, Patient Satisfaction, Prophet

Infographic: Engaging Patients Before Their Appointments

Posted by Matthew Smith on Mar 16, 2016 12:55:23 PM

Healthcare InfographicThe importance of preparing patients before their appointments has never been stronger. To show why this growing trend is so valuable to any practice, LeadingReach created an infographic with 7 Reasons To Engage With Patients Before Their Appointments. The infographic provides the ten best examples of pre-appointment information that can be sent to patients to ensure satisfaction and engagement before they even step foot in the door. Take a look and find out why and how to send pre-appointment information to patients.

When it comes to patient engament and satisfaction, healthcare providers are scrambling to adapt to changing government regulations, growing consolidation pressures, and the transformation from volume to value-based care. According to the new study from Prophet and GE Healthcare Camden Group,The State of Consumer Healthcare: A Study of Patient Experience," an alarming 81 percent of consumers are unsatisfied with their healthcare experience.

Join thought leaders from Prophet and GE Healthcare Camden Group for a complimentary webinar addressing the new patient experience study. Learn more about the gap between patient and provider expectations and perceptions, and arm yourself with the ability to assess your own organization, define a successful strategy, and deliver on it.

Date and time: Wednesday, March 30, 2016 | 12:00 pm Central Daylight Time (Chicago, GMT-05:00)

Date and time: Wednesday, March 30, 2016 | 10:00 am Pacific Daylight Time (San Francisco, GMT-07:00)

Date and time: Wednesday, March 30, 2016 | 1:00 pm Eastern Daylight Time (New York, GMT-04:00)

Date and time: Wednesday, March 30, 2016 | 6:00 pm GMT Summer Time (London, GMT+01:00)

Panelist(s) info: Jeff Gourdji, Paul Schrimpf, Helen Stewart

Duration: 1 hour

webinar, patient satisfaction, consumer healthcare


PatientEngagement.png

Topics: Infographic, Patient Communication, Patient Engagement, Webinar, Patient Experience, Patient Satisfaction, Healthcare Quality, Prophet

WEBINAR―The State of Consumer Healthcare: A Study of Patient Experience

Posted by Matthew Smith on Mar 14, 2016 11:45:42 AM

Webinar, Patient experience, Patient SatisfactionPlease join Prophet and GE Healthcare Camden Group for a complimentary webinar on Wednesday, March 30, as we discuss our recent patient experience study. There is a vital change happening in healthcare: people are demanding to be treated as savvy consumers, who deserve choices, convenience, and fair prices.

The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare. As healthcare options multiply, this trend will only accelerate. Providers who are ready to respond by creating a strong patient experience are going to succeed.

This webinar will discuss the patient experience study which was conducted to understand the consumer healthcare experience by assessing the gap between patient and providers’ expectations and perceptions, and arm institutions with the ability to assess their own organization, define a successful strategy, and deliver on it.

Please join us!

Date and time: Wednesday, March 30, 2016 | 12:00 pm Central Daylight Time (Chicago, GMT-05:00)

Date and time: Wednesday, March 30, 2016 | 10:00 am Pacific Daylight Time (San Francisco, GMT-07:00)

Date and time: Wednesday, March 30, 2016 | 1:00 pm Eastern Daylight Time (New York, GMT-04:00)

Date and time: Wednesday, March 30, 2016 | 6:00 pm GMT Summer Time (London, GMT+01:00)

Panelist(s) info: Jeff Gourdji, Paul Schrimpf, Helen Stewart

Duration: 1 hour

webinar, patient satisfaction, consumer healthcare  

Topics: Webinar, Patient Experience, Patient Satisfaction, Prophet

81% of Consumers are Unsatisfied with their Healthcare Experience, According to a New Study by Prophet and GE Healthcare Camden Group

Posted by Matthew Smith on Mar 8, 2016 11:18:00 AM

Although consumers’ frustrations are high, healthcare providers struggle to prioritize the issue against competing priorities

Patient satisfaction, Patient experienceAs healthcare providers scramble to adapt to changing government regulations, growing consolidation pressures, and the transformation from volume to value-based care, frustration with the patient experience is an increasing concern, according to The State of Consumer Healthcare: A Study of Patient Experience from Prophet and GE Healthcare Camden Group,” which was published today.

According to the study, which was commissioned by Prophet and GE Healthcare Camden Group, as part of their work to better understand and address the challenges of the patient experience, 81% of consumers surveyed indicate they are unsatisfied with their healthcare experience.

Furthermore, the study uncovered an extremely large gap between the experience consumers report receiving and what providers believe they are offering. In fact, the providers surveyed overestimated the overall quality of the experience they give patients by more than 20%.

“There is a misperception among providers about how well they are truly meeting consumer expectations,” said Jeff Gourdji, co-lead of Prophet’s healthcare practice. “Although they acknowledge its importance, providers are finding it challenging to focus on patient experience in the face of so many competing priorities.”

Indeed, the hospital CEOs surveyed said patient satisfaction is not currently among their top five priorities. However, Prophet and GE Healthcare Camden Group suggest that investments toward enhancing the patient experience – if done correctly – will help improve an organization’s operational efficiency and bottom line.

“The priorities of health system leadership and their patients are not in conflict. For both parties, wait time is wasted time,” said Helen Stewart, Managing Principal at GE Healthcare. “The common misperception is that focusing on the patient experience means spending less time on other cost and revenue initiatives – which doesn’t have to be the case. Investments to improve the patient experience can drive both growth and cost reduction.”

Nonetheless, as healthcare systems consolidate and the transformation of payment and care models accelerates, patient experience appears to be getting worse, not better. Between 2013 and 2014, the healthcare industry saw a 14% increase in consolidation, and a 3% decline in patient satisfaction.

“Providers are struggling to adapt to the rising culture of ‘consumerism,’ which has heightened people’s expectations. The power has shifted to the consumer in nearly every industry, and now it’s healthcare’s turn,” said Paul Schrimpf, co-lead of Prophet’s healthcare practice. “As consolidation streamlines the number of healthcare players in a market, the ones left standing and thriving will be the systems that provide a differentiated and exceptional experience for its patrons.”

Most healthcare providers are aware of the need to improve the experience. In fact, 75% of those surveyed believe the patient experience is key to their future success. The critical challenge for most is figuring out how to make meaningful improvements when faced with so many other demands on their time and resources.

To combat this challenge, Prophet and GE Healthcare Camden Group have integrated their expertise in patient experience strategy and operational and change management to create a 360-degree patient experience offering. Together, they are helping healthcare providers develop a holistic patient experience strategy that supports organizational priorities, and successfully implement a data-driven and cost-effective plan that will drive efficiencies and fix experience gaps. The offering is aimed at simultaneously improving the patient experience and impacting the health systems’ key financial targets.

“The results of our study prove that to be successful, healthcare providers need to modernize their approach to patient experience,” said Laura Jacobs, President, GE Healthcare Camden Group. “Creating better and more holistic experiences doesn’t just mean happier patients. It translates to increased capacity, lower operating costs, improved financial performance, and higher employee satisfaction and retention. For healthcare providers, the key to profitability and longevity lies in their ability to deliver a superior consumer experience.”

“The State of Consumer Healthcare” study was conducted jointly by Prophet, a global brand and marketing consultancy, and GE Healthcare Camden Group, one of the nation’s leading healthcare business advisory and activation firms. It incorporates responses from 3,000 consumers and 300 senior leaders (Vice President or higher) at healthcare provider systems that employ at least 20 physicians. More information about the study and its findings can be found at www.prophet.com/patientexperience.

Patient Experience, Study, Patient Satisfaction

Topics: Patient Experience, Patient Satisfaction, Healthcare Quality, Prophet

Six Strategies to Improve Primary Care Access

Posted by Matthew Smith on Jul 1, 2014 1:29:00 PM

By William K. Faber, MD, MHCM
Chief Medical Officer
Health Directions

Primary Care Provider, Health DirectionsPrimary care providers are the heart of clinical integration. Ready access to primary care services is fundamental to disease prevention, chronic illness management and the reduction of unnecessary testing and treatment. Unfortunately, primary care physicians are scarce and getting harder to find.

Approximately 40% of primary care physicians are over the age of 55, and many will retire before age 65. Fewer medical school graduates are going into primary care. Most primary care physicians feel stretched to capacity and often work 12-hour days, and financial incentives alone are inadequate to entice these physicians to add more patients to their schedules..

Given these constraints, health care systems need to expand primary care access through other means. Following are six strategies to increase primary care access by improving staffing models and practice operations.

1. Hire more non-MD providers

Physician Assistants (PAs) and Nurse Practitioners (NPs) can meet the needs of most primary care patients and both are more plentiful than primary care physicians. Integrating these providers into a practice will expand access for patients and allow physicians to focus on more challenging cases that require a more skilled level of expertise.

2. Sync the practice schedule to patient demand

Many practices are open from 8:30 a.m. to 4:30 p.m. (and closed over the lunch hour) Monday to Friday, but many patients prefer early-morning, evening or weekend appointments. Adjusting practice office hours to match patient demand will accommodate more volume, even if the total hours of patient appointments remain the same. Monday is typically the busiest day of the week in doctors’ offices; therefore, the greatest number of physician appointment hours should be provided on Monday. Similarly, patient demand is usually greatest during the winter flu season, so limit adult care providers vacations during this time. Similarly, pediatricians should be most available during school physical season.

3. Simplify appointment types and frequency

Practices create many different appointment types—well visits, sick visits, physicals, pap visits, follow-ups, etc. To better manage patient flow, reduce the number of appointment types to two: 15 minutes and 30 minutes (or any base appointment length and one twice as long). You can determine what kind of patient is best suited to each of these two types, rather than letting the name of the appointment determine whether a patient fits in that slot. Providers should also reconsider the interval at which they recommend follow-up appointments. Some physicians routinely tell their hypertensive or diabetic patients to return every three months. This clogs their schedules unnecessarily so they have inadequate appointments for those that are acutely ill. A better practice is to tailor the follow up interval to the specific patient. If they are well-controlled and self-monitored, certain patients may only need to be seen twice a year. Some patients should be seen more frequently than quarterly to keep them out of the hospital. 

4. Fix practice bottlenecks

All practices can stand to improve patient throughput and efficiency by identifying bottlenecks. Conduct a time-flow study on a sample of patients as they move through each phase of their visit. Reduce delays by redesigning processes and redeploying staff. For example, give patients a clipboard to fill out while they are in the waiting room, so they can list their concerns for the day and verify the medications they are currently taking. Better yet, let them do this through an advanced patient portal. Better patient flow can increase patient access without extending the workday.

5. Create standing orders

Staff members often ask physicians questions for which the answer is always the same. When this is the case, everyone would benefit from standing orders. An example would be a nurse waiting for a doctor’s signature on an order for a mammogram or diabetic retinal exam when it is documented that the patient is due for one of these tests. The physician can designate that they always approve under certain circumstances by creating standing orders. Rooming protocols can also improve throughput. For instance, assistants should always have diabetic patients remove their shoes and socks while rooming the patient, so the doctor can examine the patient’s feet without delay.

6. Break the “face to face” pattern

Clinical integration aims to reward physicians for improving patient outcomes. In the fee-for-service world, physicians are rewarded only for face-to-face encounters, so they have become accustomed to having patients come in to the office when it is not actually necessary. To succeed in new systems of payment, physicians must become comfortable with managing low-risk patients outside of the face-to-face visit, so they are available to see the high-risk patient who truly needs to be seen. In many cases, diagnosis and treatment over the phone is entirely appropriate.

What about patient satisfaction?

Implementing these strategies can help physicians increase their availability to patients. A more efficiently run office can actually expand that amount of “face time” a patient has with their doctor. This also opens up appointments when patients actually want to be seen, which is a big satisfier.

About the Author

William K. Faber, MD Health DirectionsDr. William K. Faber, Chief Medical Officer for Health Directions, is a physician executive with progressive senior leadership experience. He most recently served as Senior Vice President of the Rochester General Health System in New York, where he guided the development of the system’s Clinical Integration program and assisted more than 150 providers at 44 sites through the conversion process from paper records to an Electronic Health Records system (Epic). Dr. Faber formerly participated in the governance of the Advocate Physician Partners (APP) Clinical Integration program and directed APP’s Quality Improvement Collaborative.

Topics: Clinical Integration, William K. Faber MD, Patient Satisfaction, Primary Care Providers, Primary Care Access

Free Practice Management Breakfast Seminar for Independent Physicians & Staff: February 20th | Suburban Chicago

Posted by Matthew Smith on Feb 19, 2014 11:25:00 AM

Independent Physician AdvisorsJoin the Independent Physician Advisors tomorrow, Thursday, February 20th at 7:30 am in Oakbrook Terrace for a complimentary breakfast and seminar, Profitable Practices: Overcoming the Unpredictability of Reimbursement.

Topics to be Covered Include:

  • Impact of ICD-10
  • E/M Coding Challenges
  • Minimizing Denials & Collections
  • Increasing Patient Satisfaction

Presented by:

Bradley A. Netzel

Deena Wojtkowski
Associate VP of Client Services, ebix, inc.

Tony Moscato

Tony Muscato
VP/Owner, Creditor's Discount & Audit Company

Schedule:

7:30am    Hot Breakfast & Networking
8:00am    Presentation 
9:30am    Q&A and open networking

Location:

Redstone American Grill
13 Lincoln Center
Oakbrook Terrace, IL 60181
(630) 268-0313

Sponsor:

Independent Physicians, Practice Management

Registration:

This event is complimentary, however advanced registration is required. We ask that attendance be limited to independent physicians and their office staff.

To register for this event, please click the button, below. In the box marked, "How did you hear about this seminar?" please enter: Health Directions Blog.

Topics: Reimbursement, ICD-10, Coding, Denials, Collections, Independent Physician Advisors, Patient Satisfaction

Infographic: 7 Reasons to Engage Patients Before Their Appointments

Posted by Matthew Smith on Feb 12, 2014 1:38:00 PM

Patient Engagement, Health DirectionsThe importance of preparing patients before their appointments has never been stronger. To show why this growing trend is so valuable to any practice, LeadingReach put together an infographic with 7 Reasons To Engage With Patients Before Their Appointments. They also provide the best 10 examples of pre-appointment information that can be sent to patients to ensure satisfaction and engagement before they even step foot in the door. Take a look and find out why and how to send pre-appointment information to patients. 

Patient Engagement,

Topics: Patient Communication, Patient Engagement, Patient Satisfaction

Top 10 Measures of ACO Success

Posted by Matthew Smith on Jan 29, 2014 11:45:00 AM

ACO, Accountable Care OrganizationsAccording to 88% of healthcare companies who responded to Health Information Network's (HIN) third annual survey on ACOs, Clinical Outcomes is the top metric evaluated to measure ACO success. 

What Was Learned:

HIN's ACO survey captured how 138 healthcare organizations are participating in ACOs, including who administers the ACO, which providers participate in the ACO, the top components of an ACO, and much more.

According to survey respondents, the top five metrics evaluated to measure ACO success are:

  • Clinical outcomes: 88 percent
  • Patient satisfaction: 68 percent
  • Health utilization: 64 percent
  • Health claims: 60 percent
  • Engagement: 48 percent 
ACO, ACO Success, Measures

Source: 2013 Healthcare Benchmarks — Accountable Care Organizations, November 2013

Topics: ACO, Accountable Care Organizations, Patient Satisfaction, Clinical Outcomes

eClinicalWorks to Spend $25M on Patient Engagement, Including New App

Posted by Matthew Smith on Feb 11, 2013 11:18:00 AM

EHR, mobile app, patient engagementEMR provider eClinicalWorks announced they are investing $25 million in patient engagement, including the creation of a new mobile app for patients. The Westborough, MA-based company already offers a patient portal to their EMR, but the new business unit and app, called Healow (short for Health and Online Wellness), will expand on that offering considerably.

“In order to transform healthcare, patients need to be engaged,” Girish Kumar Navani, CEO and co-founder of eClinicalWorks said in a statement. “People are invested in and want to be engaged in their health as long as they trust the source of the information.”

Due out in the iOS AppStore February 11th (and in the Google Play store at some point thereafter), the Healow app will connect users directly to their own patient health records. The app will allow users to access multiple providers’ patient portals from a single secure app; manage medications by scheduling doses, tracking pills, and requesting refills; gain access to lab results and personal health records; schedule appointment reminders; and exchange secure messages with doctors.

Founded in 1999, eClinicalWorks has been a long-standing EMR provider. The company counts some 220,000 healthcare providers among their user base, including the National Football League, with whom they signed an agreement late last year.

Meaningful Use Stage 2 guidelines, which go into affect starting in 2014, require not only that hospitals make electronic access to health records available to patients, but also that at least 5 percent of patients log in and use the online portal. The guidelines require that users be able to “view, download, and transmit” their health data and the Office of the National Coordinator, through its Blue Button Plus initiative, has openly encouraged companies to fulfill this requirement via apps.

In addition to the app launch, the company announced the results of a survey of 649 physicians. They found that 93% of physicians surveyed believe mobile health apps can lead to better patient outcomes and 89% said they were likely to recommend a mobile app to a patient. Nearly 33% cited medication adherence as a major area where mobile interventions could make a difference. Just over 50% cited diabetes and preventative care as key impact areas for mobile health.

The eClinicalWorks’ survey also found:

  • The top benefits for having a mobile health app feed data back into a patient’s electronic health record physicians cited are:

    • Nearly six in ten physicians (58%) said a top benefit was the ability to provide patients with automatic appointment alerts and reminders. In fact, 60% of physicians also said that at least half of their patients would be interested in appointment reminders via a mobile app;

    • Nearly 50% of physicians cited a patient’s access to medical records is a top benefit; and

    • The ease of scheduling appointments.

  • And the top three health issues where a mobile health application linked to an EHR could make an impact:

    • Nearly two thirds said medication adherence is a top health issue in which a mobile health app linked to EHR could make an immediate impact; and

    • More than half said diabetes (54%) and preventative care (52%).

      Electronic Health Records EHR Assessment

Topics: EHR, Patient Involvement, Patient Engagement, Patient Experience, Patient Satisfaction, eClinicalWorks, Mobile Health

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