Telehealth Secrets 2019: Patient Consumerism and the Role of Text Messaging - Michael Hsu, Curogram
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Telehealth Secrets 2019: Patient Consumerism and the Role of Text Messaging - Michael Hsu, Curogram
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Telehealth Secrets 2019: Patient Consumerism and the Role of Text Messaging - Michael Hsu, Curogram
- 1. Hello! I’m Michael COO - Curogram “SMART Patient Texting Platform” You can find me at michael@curogram.com 1
- 3. Patient Consumerism and the role of Text Messaging 562-244-1959
- 4. Patient Consumerism - Is it really that important? Healthcare consulting firm Sage Growth Partners survey of 100 leaders revealed that 69 percent of organizations list Consumerism as a top priority. 4 562-244-1959
- 5. Patient’s Role in Healthcare Market is Changing Passive Participant -> Active Consumer Prescriptive Care -> Patient Choice 5 562-244-1959
- 6. What factors are driving this change? ⇡ high-deductible plans and health savings plans Fee for Service -> Value-Based Care 6 562-244-1959
- 7. 7 What does this mean for Providers? More focus on: ➢ Patient Satisfaction ➢ Clinical Quality ➢ Cost Transparency 562-244-1959
- 8. 8 562-244-1959 What do PATIENT CONSUMERS want? C2 = Convenience x Communication New findings from NRC Health show that CONVENIENCE is now the No. 1 factor that influences which provider a consumer will select for their care
- 9. 9 562-244-1959 Patients don’t want to talk on the phone! ➢ Annoying phone trees ➢ Stuck on hold ➢ Dread leaving voicemail tag
- 10. Medical office staff don’t want to talk on the phone! 10 ➢ Time consuming ➢ Interrupt workflow and cause errors ➢ Voicemail tag ➢ Source of stress 562-244-1959
- 11. 11 562-244-1959 C2 = Convenience x Communication TEXT MESSAGING PHONE CALLS
- 12. Texting is the New Norm 12 562-244-1959 60% TEXT MESSAGES read within 3 min90% E-MAILS (personal) read within first 24 hrs 30% PHONE CALLS answered from unknown number
- 13. 13 562-244-1959 Common Use Cases ● Confirming appointments ● Booking appointments ● Coordinating schedule changes ● Answering pre-visit and post-visit questions ● Sending mobile friendly electronic patient forms ● Answering prescription refill requests ● Requesting online payments ● Getting automated 5-Star reviews online
- 14. Case Study #1 - High Volume Clinics ● 11 Locations ● Central call-center and local offices ● 80% patient response rate on SMS ● 40% response rate on digital forms ● Reduced incoming phone calls by 50% 14 562-244-1959
- 15. Case Study #2 - Physician Group ● 60 Doctors, 600 Staff ● 30 locations ● Central call-center and local offices ● 70% patient response rate ● Projecting 20% reduction in call- center staff 15 562-244-1959
- 16. 16 562-244-1959 Texting & Telemedicine ➢ Remote Patient Monitoring ➢ Research studies ➢ Bridging tool to video visits
- 17. Remote Patient Monitoring/Care ● Texas Center for Lifestyle Medicine ● Successfully migrating patients off of insulin by prescribing lifestyle and dietary changes and managing care via HIPAA-compliant text messaging ● Patients text in their blood sugar levels so that care coordinators can help them lower their insulin dosages accordingly, preventing hospitalization from over-medication 17 562-244-1959
- 18. Research Studies ● Ablative Solutions ● Target BP1 clinical trial for their alcohol- mediated renal denervation procedure ● 30 research sites nationally ● Piloting texting in one of their sites as an initial tool for engaging potential trial candidates and monitoring results 18 562-244-1959
- 19. SMS as a Bridge to Video Visits ● Dr. Asif Ali - Houston Cardiology Consultants ● Using VSee for video visits with patients at ER sites ● Transitioning patients to in-clinic care using text message coordination via Curogram ● Using Curogram to engage patients on a daily basis and as a tool to coordinate a video visit on VSee 19 562-244-1959
- 20. Thanks! Any questions? You can find me at: michael@curogram.com 562-244-1959 20
- 21. 21 Most Advanced Place your screenshot here Easiest to use HIPAA-Compliant 2-Way Texting Platform 562-244-1959
- 22. How does Curogram work? 22 562-244-1959
- 23. 23 2-Way Texting Fully Customizable and Personalized EVERY Patient has SMS! Simple back and forth texting
- 24. 24 SMART Appointment Reminders Higher Response Rates Different reminders by appointment type Exclusion functionality Send messages in up to 10 different languages 70%-80% Multiple Reminder Types & Customization Options 20%-30% 562-244-1959
- 25. 25 SMART Surveys & Ratings Filter “Happy” and “Unhappy” patients Simple one-line text surveys Get you 5-Star reviews automatically Prevent difficult to remove 1-Star reviews How was your visit from 0 to 10? Track which doctors are performing better 562-244-1959
- 26. Increase Revenue Reducing no-shows and improving reputation Improve Patient Satisfaction Giving patients what they want - the ability to text you! Reduce Costs Reducing phone calls and increasing staff productivity 26 562-244-1959
Notas del editor
- What is patient consumerism? It is the shift in the role of the patient from a “passive patient” into a patient consumer It is the shift from a prescriptive care model to a patient choice model
- Change in payor models from Fee for Service to Value Based Care Increased enrollment in high-deductible plans and health savings accounts is putting more decision making and purchasing power into the patients hands Since under this model, patients have to spend money out of their own pocket first, they are being more discerning
- So now that we know that patients want Convenience and Communication, let’s talk about what they DON’T want
- They don’t want to talk on the phone because it is one of most inconvenient forms of communication You start every call with an annoying phone tree that no one wants to listen to Then, after already losing time listening to the phone tree, you get put on hold - I’ve spoken to large healthcare organizations who have 30 min wait times for patients calling into their call center trying to schedule an appointment. I get annoyed after being on hold for 1 minute Dreaded voicemail - none of us like leaving a voicemail today because we know that no one will listen to it anytime soon. How do we know that? Because most of us don’t listen to our voicemail regularly
- Time consuming - patients want to tell you about their day or the latest crazy thing that their cat did yesterday Phone calls Interrupt workflow - if you are checking in a patient and the phone rings, you have to answer it. This annoys the patient in front of you, and then you end up annoying the patient on the phone when you put them on hold Offices also struggle with voicemail tag. Most patients don’t have their doctor’s office number saved in their phone, so when they get a call from that unknown number, they don’t answer, which results in the office wasting time chasing patients. At the end of the day, being on the phone all day with patients can be stressful
- Going back to Convenience and Communication, which are the keys to success with the patient consumer How can you deliver both? The answer is less phone calls
- Because texting is the new norm. Bottom line is that we all prefer to text, and the statistics say it all. Check these out... I’ll share a personal anecdote that illustrates the pervasiveness of texting in our lives today. My mom who is in her 70s hardly calls me anymore, but she texts me everyday. She just realized over time that I hardly ever pick up her calls because I’m either busy at work or busy with the kids, but I generally respond to her texts within 5 min. If my 70 yr old mother can figure out how to text me, my doctor’s office should probably figure out how to do it too. At Curogram, we believe that texting is the future of patient communication. Patients are already demanding it. And it is not only valuable to the patient, but also to the healthcare organizations because it can reduce communication time by as much as 90%. Just consider that a typical phone call can consume 3 minutes of a staff’s time. If converted to text messaging, that same communication can be done in less than 20 seconds.
- So what is Curogram?
- How does it work? Well, we start by giving you a local business text number just like you have a local phone and fax number. Then we enable 2-Way texting from your desktop computer to a patient’s phone You can use the system to send automated SMART appointment reminders, and you can also use it to automate simple surveys and collect 5-star reviews Now, these are just a few of the core features of Curogram. There are many more features outlined in your brochures, but I’m just going to focus on these in my presentation today. Let’s start with 2-Way Texting.
- Why is 2-Way texting so powerful? Every Patient has SMS: And it is right there on the Home screen of everyone’s phone. That means they don’t need to create a username and password, and log in to a patient web portal or download an app. People often tell me “oh, we can message our patients through our patient portal”, but the question is, “what percentage of patients actually use your portal?” Patient portal usage across the country averages less than 10%. The highest adoption rates I’ve seen top out at 20%. Those 80%-90% of your patients who are not using your patient portal - those are the ones clogging up your phone lines. And you need to have a better way to communicate with them. Curogram 2-Way Texting is Fully customizable and personalized AND the text comes from a local business text number. And that’s important because when a patient sees a personalized text from a local phone number, they intuitively think that this text is coming from a real person, and they understand that can text you back, and they will. This is an example of an automated appointment reminder text sent by Curogram. You can see that it is personalized. Hi Michael, this is Jenny, text me back, thanks, smiley face. Immediately, I’m personally engaged by name, and I know there is a live body on the other end of this text, not some robot. And I’m getting this text a few days before my appointment, so it is right at the top of my SMS text history. So if I need to contact the office for any reason, I will likely text them now instead of calling them. And you can see from this example that you didn’t even need to educate the patient that you now have a text number. You didn’t have to print a flyer telling them “here’s our new number, text us instead of calling us”. You didn’t need to print new business cards.
- Let’s talk about Appointment Reminders. Now, I know that you probably already have an existing reminder system in place. But let me tell you, Curogram is a Next Generation reminder system and it’s super smart. Multiple Reminder Types \- You can send confirmation Reminder which actually requests a response from the patient (are you coming, are you not) and it enables AI response monitoring. Most offices send that message out 4-7 days in advance because if the patient cancels or requests a reschedule, the office now has time to backfill that appointment slot. You can also send a simple reminder with no response request. Typically, clients send these out 1 day before, and most people include clickable driving directions in that message, or prep instructions. I have a client with offices near the fair grounds, and during fair season, they change that message to remind people to leave 20 min early because of fair traffic. Before that, their schedules were always behind and a mess during fair season.
- Bottom Line - How does Curogram benefit your practices Come by my table - I have some handouts with detailed calculations that can show you how Curogram can add $80,000 per year to the bottom line of a single practice.