The role of digital health technologies and their effects on patients and healthcare professionals

Travis Moore tmoore@kyruus.com

Abstract

Many hospitals and health systems are falling short when it comes to delivering a successful “front door experience” for patients—whether that’s through call centers or via consumer-facing websites. All too often, call centers struggle to deliver the high-touch experience patients seek—and convert demand to booked appointments—due to gaps in the data available to agents and manual processes for identifying providers. Similarly, health systems’ consumer websites frequently offer only limited self-service capabilities to patients seeking providers and appointments.

The above factors contribute to the “patient access paradox”: patients often having to wait long periods of time to see providers despite as much as 30-40% of provider capacity going unutilized, even at top health systems. When patients do get in to see providers, they commonly discover that the providers aren’t the best equipped to handle their unique clinical needs. How can we help patients get to the right providers, particularly as patients increasingly turn to the internet to find providers on their own?

During this session, Travis Moore, will leverage his 20 years of experience in health care and more than a decade in digital health technology to explore the evolving role of health systems’ online provider directories and call centers—and the key capabilities required for optimal patient-provider matching. He’ll also discuss the critical role that effective provider data management plays in health systems’ abilities to deliver accurate and actionable information about providers to patients and agents. The convergence of technology can facilitate a more streamlined, integrated, and positive patient experience all the way from the “front door” to the in-person appointment.
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