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webinar
Uncover the ROI of Patient Engagement
Presented by John Sung Kim & Molly Maloof, MD November 18, 2015
@GoKareo
Agenda
2
Agenda
2
• Welcome & Introductions
• Uncover the ROI of Patient Engagement
• Kareo’s Role
• Questions
@GoKareo 33
Speakers
Molly Maloof, MD
University of Illinois College of Medicine
General Practitioner in San Francisco focused on health optimization.
Advisor to early stage health technology startups
Digital health advocate
Medical Advisor to Kareo
@GoKareo 44
Participate via Social
We’ll be live tweeting during today’s webinar
How to participate:
1) Follow @GoKareo on Twitter
2) Follow @LeaChatham on Twitter
3) Search for #KareoTip
4) Join the conversation using #KareoTip
twitter.com@GoKareo
facebook.com/GoKareo
@GoKareo 55
Speakers
John Sung Kim
Technology evangelist at Kareo
Previously, CEO of DoctorBase
Founder and founding CEO of Five9
Consultant to startups and
government organizations
(RingCentral, Qualys, the State of
California)
@GoKareo
Agenda
6
Agenda
6
• Introductions
• Uncover the ROI of Patient Engagement
• Kareo’s Role
• Questions
@GoKareo 88
Patients as Consumers
• Patients top 5 engagement features:
• Email their doctor (62%)
• Book appointments online (50%)
• See online reviews (76%)
• Get text reminders (40%)
• Medical records online (75%)
@GoKareo 99
Provider Perceptions of “Patient Engagement”
75% of physicians stated lack of
reimbursement was primary barrier for not
using secure messaging to communicate
with patients.
(2004 Inform Survey of Primary Care
Physicians)
@GoKareo 1010
• Loss leader activity.
• Time consuming.
• Expensive IT.
• Ongoing maintenance.
• Compliance and liability issues.
Provider Perceptions of “Patient Engagement”
@GoKareo 1111
How Large(r) Health Systems “Engage”
An average hospital can have an ROI of
733% on reducing readmissions through
smartphone app features (condition
education, after discharge contact and
education, online appts), and a 1,560% ROI
in total on patient engagement.
(Axial Exchange Study)
@GoKareo 1212
How Large(r) Health Systems “Engage”
• Priced into premiums / co-pays / fees.
• Leverage secure messaging to offload unprofitable or follow-up
appointments.
• Use post-discharge automated messaging to reduce
readmissions.
• Use patient engagement technologies as brand differentiator.
• Use engagement tools to measure patient satisfaction and
increase new patient referrals.
@GoKareo 1313
How Small(er) Practices “Engage”
“Some practices are gaining 20% of their
new patients from web publishing (social
media, etc.”
(Forbes, October 2012)
@GoKareo 1414
How Small(er) Practices “Engage”
• The Three “R’s” of Profitable Engagement
• Reminders
• Reviews
• ReCare
• Additional functions practices can implement:
• Online booking
• Mobile websites
• Secure messaging
• Clinical Content Marketing on free “Q&A” sites
@GoKareo 1616
Facts on Reminders
• 40% of patients willing to switch to a
doctor who offered email.
• 40% of patients want text reminders.
• Use of email and text reminders reduced
appointment no-shows by an average of
38%
• The average revenues saved per
independent practice using automated
reminders was $2,938 to $30,506
depending on the size and specialty of the
practice.
@GoKareo 1818
Case Study – WestGate Skin
• Single provider dermatology practice in Austin, TX.
• Send 1,800 email and text based reminders per month: 900 emails and 900 texts.
• Seeing 18+ appointments per day.
• Manual calling for appointment reminders took office staff 70 minutes per day (including repeat calls and voicemails callbacks).
• No-shows dropped by 70% - 80%.
@GoKareo 1919
Reminder System Tips
• Fully train staff how to set up automated text and email
appointment reminders.
• Test it out first on a staff’s email so you understand the patient
experience.
• Start with an automated text or email (or both) a week before
each appointment.
• A day or two before, move on to a more involved reminder like an
automated text, email with a confirmation prompt.
@GoKareo 2121
Reviews
• How do reviews affect annual revenues?
• Public perception about reviews
• Good + Bad mix lifts trust factor
• What to do about negative reviews
• Understanding TOS and EULA
• Proper responses
• Asking for removal
@GoKareo 2222
Reviews – Dr. Scott Kramer, OB/GYN
• Single location practice.
• Has generated 251 positive social media
reviews over 36 months, an average of 6.8
per month.
• Ranks #1 in Google for “Dr. Scott Kramer.”
• Average 4.75 star ratings on first page of
search results for his brand across multiple 3rd
party sites.
• His published reviews are read 3 to 5 times
per day, generating an average of 1 potential
patient phone call per business day.
@GoKareo 2323
Review Automation System Tips
• Use a multi-site approach to send your patients to review
(Google+, Yelp, HealthGrades, etc.).
• Use a “Safe Harbor” review system to prevent negative reviews
from becoming posted automatically online.
• Respond to negative reviews immediately.
• Understand the TOS and EULA of websites before requesting a
negative review be removed from a 3rd party site.
• Send “engagement” messages such as appointment reminders
and re-care messages before asking a patient for a survey or
review.
@GoKareo 2525
ReCare
• Defining the types of ReCare
• Post-visit messaging
• Condition specific or generic
• Routine visits reminders
• Patient response rates
• Does condition specific ReCare
messaging increase non-compensated
workload for providers and staff?
@GoKareo 2626
ReCare – Bednar Cosmetic Surgery of Charlotte
• Solo practice in Charlotte, NC.
• Over the last 38 months, the
office has sent 4,730 re-care
messages to existing patients, for
an average of 125 re-care
messages sent per month.
• Sends re-care messages through
email.
• This office has seen a near 55%
open rate by patients of trackable
re-care emails sent.
@GoKareo 2727
Re-Care System Tips
• Set reminders for staff to create seasonal re-care messages for
periods such as flu season, back to school season, etc.
• Set re-care messages to go out to patients for their milestone
birthdays. For example, prostate exams for men on their 50th
birthday.
• Take great care to test out how your re-care messages appear to
patients on both iPhones and Android phones.
• As great subject lines can make significant differences in the open
rates of re-care emails, ensure your emails have eye-catching
content and are to the point.
@GoKareo 2828
Conclusion
• Patient Engagement:
- Is more than just a buzzword.
- Is a consumer experience – convenience!
- Can increase patient loyalty and word of mouth referrals.
- Can lead to more glowing reviews.
- Can be accomplished through re-care messaging.
- Can have a positive return on investment!
@GoKareo
Agenda
29
Agenda
29
• Introductions
• Uncover the ROI of Patient Engagement
• Kareo’s Role
• Questions
@GoKareo 3030
Discover Kareo’s Role
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Discover Kareo’s Role
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& Patient Engagement
• Appointment reminders
• Recalls
• Email & text communications
• Patient surveys
• Website & SEO
• Online reviews
• Provider directory
• And more
@GoKareo 32
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• 77% of patients search online before making an appointment with a medical provider
• Instantly scan 60+ directory listings including HealthGrades, Vitals, Yelp, and Facebook
• Gather, manage, and update all you practice information in one place
@GoKareo
Agenda
33
Agenda
33
• Introductions
• Uncover the ROI of Patient Engagement
• Kareo’s Role
• Questions
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