Archive for month: October, 2019

What’s Your Threshold?

Categories: Articles

Thresholds, what are they and why do they matter to practices?

If you said, “thresholds are a strip of wood, metal or stone forming the bottom of a doorway”, well…. you’d technically be right, but I’m not talking about that kind of threshold.

No, I’m talking about time (or count) thresholds as they relate to inbound calls in your practice. These are pre-planned values that are used as part of key performance indicators (KPIs) to benchmark against internally, and ideally to trigger operational processes or employment of resources to positively influence the overall delivery of patient experience.

Why it Matters

These threshold levels can be very important in assessing a practice’s service level. At the most basic level, we all know what happens when calls take too long to be answered, right? They hang up. Thresholds in this example can be setup around your longest wait time in queue for your current interaction to help ensure a minimal amount of calls/patient interactions go unanswered before a predetermined amount of time passes, and they are abandoned.

When used properly, thresholds can be a fairly accurate early indicator of when calls are likely to be abandoned. The key is having the tools to analyze, continually, if your thresholds continue to make sense. Is it a threshold that is helping to keep abandoned calls to a minimum? Reporting & Analytics software can help you leverage your data to determine when thresholds should be set and adjusted to make sure calls are answered before the average call is abandoned.

What About the Patient

Another way to think about thresholds is from the perspective of your patient: Thresholds are great when used as a KPI, (Key Performance Indicator) but ultimately, they are there to ensure a better experience for your patients. They should be used to trigger interventions within your practice to minimize wait time, ensure the right skilled resources available for your call volume to certain skilled queues, etc. Remember, if a call waits too long it likely means worse than an increment against your Abandoned Calls %… it more than likely translates to a lost appointment or a future mutually beneficial relationship with that patient.

How About an Example?

You’re a practice Manager. It’s been a busy Monday morning and you are constantly putting out fires. You look away from your dashboards to answer some emails or talk to a coworker. Your team is busy, and the calls are coming in faster than they can be answered, we’ve all been there. You’re quickly approaching your configured threshold limits and there’s a chance you miss the visual warnings and alerts that are telling you something is wrong. Fortunately, with proper tools like Brightmetrics software you’re able to configure audio alerts in addition to the visual alerts that tell you when calls are approaching your threshold. This will allow you and your team to proactively manage and redistribute workloads to get the calls answered before you exceed your service levels.

But Wait, There’s More!

And if you’re a Real Time Dashboard user, thresholds can play a pivotal role in how you provide top notch patient service. If you’re trying to deliver the best experience for your patients, it’s likely that your dashboards are the first thing you look at in the morning and the last thing you see before you leave; your eyes are always on them.

And because we know you’re busy and want your data easily digestible, thresholds can be configured to be highlighted in On-Demand Reports in a visual format so you can quickly see the calls that exceeded the predetermined threshold and why it might have happened.

For questions on how your practice can take advantage of these types of Reporting and Analytics tools, contact Paul Mancini with Clear Choice Telephones at 678-387-3200 or paul@clearchoiceinc.com

 

 

Assessing Telehealth ROI

Categories: Articles

Telehealth has been a buzzword lately in the healthcare industry. With all this talk about how telehealth can help improve the quality of care and overall revenue for your practice, there comes the point when it merits serious consideration. The real question is, “How do you track your Return On Investment (ROI) from implementing telehealth systems.”

Unfortunately, calculating ROI for telehealth systems is different from practice to practice. Luckily, Manatt Health Strategies has been working on a solution. Manatt did a case study on one rural healthcare organization and one more urban healthcare organization to determine who to decide which factors should be included to define the ROI from a new telehealth system. They identified four different institution types that have unique considerations they should consider. (Table 1)

Along with these clearly defined institution types and unique considerations, there are seven general considerations that every healthcare organization should look at when deciding how to determine their ROI. Each of these general considerations has a vital aspect they test, but you have to think critically and ask the right questions to see their value. First, Patient Acuity Mix, Cost Savings, and Reimbursement or Contract Revenue all have to do with the revenue stream of your healthcare practice. By analyzing the changes in these three considerations, you can determine how your telehealth system has impacted your revenue. Next, New-Patient Volume and Patient Retention reflect how your patients are responding to your telehealth system, potentially how telehealth is enhancing the quality of their care. Last, Technology, Program and Program Management, and Staffing help define costs and staffing requirements of your telehealth system. These directly impact the overhead of your practice. Comparing these three segments to one another can give you a clear view of the ROI for the telehealth system and where you need to think about improvements.

Keep in mind that this is just two case studies from one healthcare strategy group, and as telehealth becomes more widespread, more refined systems to calculate the ROI of your telehealth system will begin to show up. Don’t get lost in the data and remember that the ROI of your telehealth system should always be defined by unique considerations for your specific practice. Only you and your patients can determine is telehealth is helping or hurting your practice.

By: Mike Jann
Medicus IT
www.MedicusIT.com
678-495-5908

MJann@medicusit.com

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