Ofer Eitan Declares: Upping the ante on the digital patient experience — key tho... - Jonathan Cartu - Advertisement & Marketing Agency.
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Ofer Eitan Declares: Upping the ante on the digital patient experience — key tho…

Upping the ante on the digital patient experience — key tho...

Ofer Eitan Declares: Upping the ante on the digital patient experience — key tho…

app has been really well received.

If patients don’t want to use our app, we have more than 750 kiosks across our locations that allow people to input their information digitally.

Q: Tell me more about the health system’s app. What can patients do with it? Are they adopting it?

NM: Yes. Patients can schedule appointments or follow-ups on the NYU Langone Health app, get prescriptions refilled and securely message their physicians. We have seen a several hundred percent increase in the use of online scheduling and our kiosks over the past few years. They are used every day and have been a great option. We realize there will always be people who would prefer to call and set up appointments, but more and more people are using the app and they report loving it.

Q: For patients who aren’t as tech savvy, how have you built out your call center?

NM: For patients who don’t want to use the NYU Langone Health app, we have an optimized call center that is fully integrated into the patient’s electronic medical record (EMR) and leverages Salesforce Customer Relationship Management technology. When the patient calls and our agent picks up the phone, our phone system automatically pulls up that patient’s information, so the agent can see which physician that patient saw and schedule their appointment more quickly. Instead of having to get that information from the patient, we already know who the patient is and can call them by their name. We also validate to make sure the person we have connected to that phone number is accurate, like credit card companies do.

Then we focus on really engaging with the patients as they make their appointments. Through this process we were able to reduce call times by more than a minute, and we get around 3 million calls per year at our call center, even with the push to interact with people online. This efficiency makes a big difference for us.

Q: What other lessons have you learned about consumerism from industries outside of healthcare?

NM: From the consumer side of the entertainment market, we learned about how important it is to have a quick response time so the patients find the answers they’re looking for faster. On our website, we implemented a chat feature that pops up when people are on our website for a certain period of time. If people can’t find what they are looking for, our chat function can help.

We also learned about the importance of text message communication our patients from the airline industry, and we developed our kiosk strategy based on how the airlines set up at airports as well. Patients appreciate receiving notifications via text about changes and updates, and we are seeing a significant cost savings from that because our team isn’t spending time calling them. We are borrowing from other industries, but we also know that healthcare is unique, and our ultimate goal is to serve our patients and their families.

More articles on health IT:
The promise of digital health: Key thoughts from Partners HealthCare’s Chris Coburn
The big opportunity in AI, genomics & precision medicine: UPMC clinical analytics chief Dr. Oscar Marroquin
How AI is changing medicine, the role of physicians


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