For patients, calling a large hospital system can be difficult and overwhelming. Patients are not aware of the many different channels that a hospital may have and they do not always know the best number to call to reach the department or the provider that …
Bob Trine
Bob Trine identifies and brings to market enabling technologies that improve patient communications, enhance patient experience and leverage integrated business intelligence. Bob writes about all things patient experience.
3 steps to alleviate patient stressors from the already stressed out patient population
Patients often complain about waiting too long on the line before connecting with an agent. Their patience is already diminished when they are struggling with a disease and are experiencing high levels of stress. When they are finally greeted by an agent, patients complain about …
The New Patient Advocate in the Back Office: Workforce Management
During the throes of day to day operations, nurses, medical secretaries and physicians are often facilitating communication between physicians and patients. Patients call daily with triage questions, inquiries about medical instructions, updates on changes in conditions, and to receive test results. Patient calls are typically categorized …
Spotlighting the Benefits of Adopting Centralization to Alleviate Provider Fear
Advances in information technology software and telephony systems have led to a transformation in how hospital systems deliver patient care and increase patient satisfaction. Similar to many other industries, changes in healthcare can trigger fear in patients, front-end staff, and clinical providers. Change …
Achieving Economies of Scale through Centralization
Economies of scale are factors that cause the average cost of producing a product or delivering a service to fall as the volume of its output increases (Economist, 2008). Economies of scale model is most commonly applied to the manufacturing industry — but, what about …
Improving Patient Experience is a Hard Pill for Healthcare to Swallow
Healthcare has been hit hard by policy, technology and regulatory changes. Compounding these industry upheavals, patient expectations have grown exponentially – and, for the most part, have not been met by current healthcare practices, especially when it comes to effective communication with various patient populations.
Healthcare …