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Engage patients like they are VIPs, not just numbers at the DMV

By David Turcotte, Global Industry Director, Public Sector, Microsoft on August 3, 2017

Filed under Health

Image of doctor sitting down with patient in room

For far too long, going to the doctor’s office has been like visiting the DMV (Department of Motor Vehicles). Filling out forms you know you have completed before, repeating your information multiple times to different people and wasting time waiting for the office to call your name or number. While today’s savvy, modern consumers still may not expect much from the DMV, they are starting to expect more from healthcare organizations.

A great care experience is about more than just comfort and convenience –patient satisfaction ratings are linked to surgical outcomes, patient safety measures, sufficient staffing levels and mortality1. Regulations are also pushing providers to improve the patient experience, with Medicare using patient satisfaction scores to help determine 2% of reimbursement funds to US hospitals2. Plus, dissatisfied and digitally-enabled patients can easily compare providers and just take their business to a healthcare organization with higher patient satisfaction scores. Every provider needs to put patients at the center of care to enhance patient outcomes, improve the bottom line and keep up with the competition.

Personalized, patient-centric care is revolutionizing the industry, benefitting both patients and providers. Leading healthcare organizations are moving beyond basic electronic medical record (EMR) technology and embracing health-focused customer relationship management (CRM) systems, enabling seamless, patient-centered experiences. Let’s take a look at how focusing on the patient transforms the healthcare experience from being treated like a number at the DMV to being cared for like a VIP.

Enhancing clinical care by focusing on the patient experience

When Jill walks in the door of her doctor’s office, Jerry at the front desk immediately greets her by name. Jill scheduled the appointment on her mobile health app the day before, confirming that her current personal and medical information is correct and listing the reason for her visit as a persistent ear ache and nausea. Jerry notes that she is early as usual and lets her know that they are ready for her. Relieved, and without having to fill out any repetitive forms, Jill follows a nurse straight into an examination room.

In the examination room, the nurse takes Jill’s vitals, asks for more details about her ear ache and nausea and enters all the data into a mobile device. Soon after the nurse leaves, Dr. Smith comes in after having reviewed the latest updates on Jill. With all of Jill’s data centralized in a “golden record”, Dr. Smith already has a likely diagnosis in mind. A quick check with her pneumatic otoscope confirms it – Jill has an ear infection. Seamlessly adhering to Jill’s preferences, Dr. Smith confirms that Jill still prefers a course of liquid instead of pill-based antibiotics and that she still uses the pharmacy near Jill’s office. On her way out Jill confirms with Jerry that the date he scheduled a follow up appointment for is perfect – on a Friday, as Jill has previously let her provider know she travels Monday through Wednesday.

Expanding personalization across the care continuum

Just as Jill prefers, she receives a mobile notification that her antibiotics are ready to be picked up from the pharmacy. Plus, at the pharmacy, Jill only needs to quickly confirm her information to pick up her medicine – no new physical forms required.

Later that day at home, Jill feels hot and takes her temperature. Concerned about a slight fever, she texts Dr. Smith on her mobile medical app. Dr. Smith promptly puts Jill at ease, letting her know that temperature often rises in the evening and that a minimal fever is normal for an ear infection. The next morning, as Jill is about to head out, her husband Martin reminders her to take her antibiotics. Jill has permitted Martin to access her health information, and he decides to enable mobile notifications to help keep Jill’s medications on schedule. Together, the extended care team keeps Jill healthy and on the road to recovery.

Transform care and ensure patient satisfaction today

Tribridge Health360 Engagement Center, built on Microsoft Cloud Technology, is a personalized care solution that seamlessly empowers clinical and extended care teams to develop stronger relationships and deliver more satisfying care. The solution enables providers to better understand patients and their behaviors, preferences, goals and challenges – helping deliver person-centered care that delights patients while enhancing wellness. Unlike an EMR, which only documents care, Health360 Engagement Center has been designed from the ground up as a customer relationship management (CRM) tool, making it easy to personalize interactions and create better overall care experiences for both patients and care providers. It’s time to transform the patient experience from the dreary apprehension of the DMV to treating each patient like they are a VIP. Learn more about the solution and try the preview now on Microsoft AppSource.


1 http://altarum.org/health-policy-blog/patient-satisfaction-a-key-factor-in-healthcare-performance-assessment

2 http://www.modernhealthcare.com/article/20160902/TRANSFORMATION01/160829963

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