Consumers deserve and expect a pleasant, predictable registration experience. As hospital leaders, we must meet or exceed those expectations to maintain a competitive advantage.
A few years ago, we found that we needed to make some adjustments in this regard. At the time, our facility was providing quality patient care. But a lack of communication was resulting in unnecessary and frustrating wait times and uncertainty for our patients.
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Ramon Rivera Ramon Rivera is a corporate executive director of consumer access at AdventHealth, which operates nearly 50 hospitals in nine states. He has more than 16 years of experience in patient access.
We tackled the problem by piloting an automated internal data sharing and communication solution we have since deployed to many of our larger facilities.
Dated processes limit success
Prior to implementation, to track average wait times we used a manual and outdated process that relied on an Excel spreadsheet with complex formulas. The limitations of our old process included manually entering patient check-in and check-out times and goal tracking. That resulted in frequent errors and data we couldn’t trust, inefficient patient handoffs that led to patient frustration and an inability to track POS collections.
From pilot to standard practice
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Once we identified what we needed to change and what was required to improve the patient experience, our team quickly adopted the patient tracking system. The automated solution provided:
- Patient tracking throughout the episode
- Real-time patient status alerts for patients and approved caregivers at registration, relevant service areas and beyond
- Coordinated patient tracking across departments
- Patient status integrated with waiting room monitors
- Seamless coordination and communication between each patient contact
- Staff alerts through text or email when wait-time thresholds are exceeded
Within 60 days, we had corrected all our issues with tracking who was in the lobby and how long they’d been waiting so we could quickly move them to their appointment or explain any delays before frustration set in. With real-time tracking, we were creating a personal and helpful experience for our patients and increasing overall satisfaction. Because the software also provides historical reporting, it’s valuable for assessing patient access team performance and helps determine ideal staffing levels.
Consumers don’t see how real-time patient tracking helps departments communicate better, but it has an outsized effect on their experience.
Patient and user loyalty
Service lines chose on their own whether to use the platform, which is a true confirmation of its utility. Doctors love it, which is a huge win, and our consumers also notice. Longtime patients, who previously felt the internal disconnect, now receive details as they move through their care journey, including wait times from registration to discharge. Consumer loyalty has improved, which is a critical long-term benefit because when patients need care, we want them to think of us first.
As importantly, POS collections have improved dramatically because payment is often influenced by the patient experience. We find patients who have a good experience are more likely to make an upfront payment than those who’ve had a poor experience. And we gained impressive internal efficiency. The patient flow and tracking tool helps predict patient volume so we can schedule everything from breaks to staff levels needed at certain parts of the day or week.
Our gains in efficiency and patient experience fully offset the cost of adopting the technology during the initial 60-day window of implementation, which is one reason we’ve expanded it systemwide so quickly. If you’re not automating patient flow and tracking, it’s time to start.
Photo: designer491, Getty Images
Ramon Rivera is a corporate executive director of consumer access at AdventHealth, which operates nearly 50 hospitals in nine states. He has more than 16 years of experience in patient access.
