Avaya TV

Patient Appointment Reminder Demo

This video demonstrates the Patient Appointment Reminder solution which proactively reminds patients of appointments and facilitates the management of these appointments to improve patient attendance rates and clinical productivity.


[00:00:00]
>> Hello, everybody. I'm Natalie Tiki, I'm part of the Healthcare Vertical Marketing solutions team. And I'm here today to talk to you about one of our great solutions in the healthcare space, the patient's point venture minza. And together with my colleague, Bruce Corbin, we're gonna be taking you through the details of the solution.

[00:00:18]
Now patient appointment reminder is probably one of those solutions that just about every single healthcare organization can find relevant and the reason for that is because the cost of no-shows is so damaging, and so expensive to healthcare organizations today. Not only because they have patients who have not arrived for their appointments which impacts potentially on the patients outcomes and the patients care journey, but also because those resources are now idle and can't be redeployed.

[00:00:49]
So the impact for the healthcare organization is extensive in terms of the cost of lost revenue and in the impact that it has on the resources, and think about it. If you could fill appointments that potentially patients can no longer attend, you could potentially improve your revenue. Not only that, you could actually offer those appointments to other patients, perhaps who are on a waiting list.

[00:01:17]
So, a patient's appointment reminder is absolutely critical for healthcare organizations. We've got a solution here that provides organizations the opportunity to do patient appointment reminders through the patient's channel of choice. So patients basically determine how they want to be notified of their appointments whether that be by email, whether that be by SMS, whether it be by voice and the patient appointment reminder solution will deploy the campaign strategy based on those patient preferences.

[00:01:50]
Here to show us the demo is Bruce. So with that, I'll hand over to you, Bruce.
>> So, what you're seeing behind me is you're seeing patient appointment reminder. Now, what we do is we typically start off and you'll notice up here, all of the information for a particular healthcare organization where you see first name, last name, the individual doctor.

[00:02:12]
And then as we scroll across, you'll see a mobile telephone number or an email address. Along with the appointment time, the actual date and how the patient wants to be contacted. In this particular case, we have one patient that wants to be contacted via SMS. We have another patient who wants to be contacted via email and we have another patient that wants to be contacted via telephone.

[00:02:37]
If any individual patient wants to be contacted by offery, we can make that happen as well. And again, depending on the demographics of a hospital, you may wanna have somebody that talks to somebody. A lot of people would much prefer using email or SMS. Again, I know my mother would much rather talk to somebody or a voice picking up a telephone.

[00:03:00]
So what we do is once we've set this up and this is what the individual campaign is, what we do is we run the campaign. Now what you'll see is you'll see some familiar names like Proactive Outreach Manager, POM and you'll see Dynamic Self-Service, DSS. These are Vio branded products, you're mostly familiar with these.

[00:03:21]
And again, what we're using this for is to automate the entire patient reminder. Now what I've done is as I've said before, I've started the patient campaign. We're gonna get acknowledgment that the campaign is underway. And then once we do, there's the acknowledgement right there. And within a relatively short period of time, I'm gonna get an SMS message to my phone.

[00:03:47]
I'm gonna get a phone call as I said before. The SMS message coming in on my telephone. The call coming in on this device. We have another device that's not at the booth currently that will be able to show you the email notification. But once we’ve had the notification, what I would like to do is kind of take you for a moment using Dynamic Self-Service and show you the call flow and how this actually operates.

[00:04:14]
So basically, what we do is we start off with a basic greeting. We take the information from the proactive outreach manager and we will now go ahead, we'll introduce, this is the doctor or doctor's office calling for an individual patient. In the case of this demo, we were using the voice side from Maria Smithson talking to or having an appointment with Dr. Charles.

[00:04:43]
As we go through the call flow, one of the things that we do is we do right party confirmation. As you all know, there's HIPAA compliancy that we need to be concerned about. So in this particular case, we're focusing in on a person's date of birth. It could be a social security number.

[00:04:59]
In which case, we've had questions throughout the day of what do we do as far as PCI compliancy if you're using a social security? What we do is we blank that information on anybody who's going to run a report. Once we verify that we are indeed talking to the right person, we then play the message reminder.

[00:05:18]
You have an appointment with Dr. Charles on February 24th at 10 o'clock in the morning. At that point, the patient is going to be able to select. We can cancel the appointment. We can confirm the appointment or we can reschedule the appointment. If we confirm the appointment, check mark, we move on.

[00:05:38]
If we cancel the appointment, it opens up that slot by a bidirectional feed that we have with EPIC and it now will go out and EPIC also has a package that allows us as Natalie had said before to take patients that might have been looking to schedule an appointment with Dr. Charles and will reach out to that person automatically.

[00:05:58]
And say, we now have an open slot available with Dr. Charles on a certain day that the certain, would you like to accept this appointment? They'll have the ability to again, select it or move on to another appointment that might become available. The key here is that its totally agentless and what that means is again, a higher level of productivity as far as getting patients in.

[00:06:22]
The reduction as far as the additional cost of losing patients. And also more importantly, not having to have the actual agent to pickup the phone and call the individual to verify or confirm or reschedule the appointment. So the most important thing that I wanna show you here is the fact that they do have this information, we do have that bidirectional link with EPIC.

[00:06:46]
And again, automatically opens up the slot and makes it available to another patient waiting for an appointment. So that in and of itself is patient appointment reminder and I do have to say that here at the him show, there's been an awful lot of interest. And it is a very good conversation to have as far as any hospital that's looking, again, to the ROI.

[00:07:05]
And also more importantly, to do an agentless reminder of patient appointments.

[00:07:10]
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