Effects of TeleVox on DNKA Rates and Customer Service

Effects of TeleVox on DNKA Rates and Customer Service

Study of Community Health ClinicsStudy of Community Health Clinics

• Data collected for five clinics:►Diamond Hill►Northeast►South Campus►Stop Six►Viola Pitts

• Data collected for five clinics:►Diamond Hill►Northeast►South Campus►Stop Six►Viola Pitts

CHC Fiscal Year 2003-2004 Dashboards

No-Show (DNKA) Rates Prior to TeleVox

No-Show (DNKA) Rates Prior to TeleVox

• The following table shows that the average no-show rate ranged from about 23% to 24% in the two years prior to the implementation of TeleVox.

• These rates are based on a total of 222,440 patient visits for all five clinics.

• The following table shows that the average no-show rate ranged from about 23% to 24% in the two years prior to the implementation of TeleVox.

• These rates are based on a total of 222,440 patient visits for all five clinics.

CHC Fiscal Year 2005-2006 Dashboards

2005 – 2006 DNKA Rates2005 – 2006 DNKA Rates

• In the two years since the rollout of TeleVox the average no-show rate has dropped from a high of 24% to 19%.

• The 2005-2006 rates are based on a total of 263,165 patient visits for all five clinics.

• In the two years since the rollout of TeleVox the average no-show rate has dropped from a high of 24% to 19%.

• The 2005-2006 rates are based on a total of 263,165 patient visits for all five clinics.

2003 – 2006 DNKA Rates2003 – 2006 DNKA Rates

2003 2004 2005 2006

Stop Six 26.3% 31.3% 38.2% 24.7%

Viola Pitts 27.1% 26.7% 23.0% 22.0%

Diamond Hill 26.4% 21.3% 20.0% 18.0%

Northeast 22.4% 17.8% 16.0% 15.0%

South Campus 17.5% 16.0% 16.3% 16.0%

Average DNKA 23.9% 22.6% 22.7% 19.1%

CHC Consolidated 40/50Report FY 2003-2005

Average DNKA Rate 2003 - 2006Average DNKA Rate 2003 - 2006

23.9% 22.6% 22.7%19.1%

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

2003 2004 2005 2006

Year

Ave

rag

e D

NK

A R

ate

Declining DNKADeclining DNKA

• The minimal difference in the DNKA rate between 2004 and 2005 may indicate that patients had some trouble adjusting to the new system, which is typical for any new technology rollout.

• However, the rate dropped 3% in the second year, which is a significant improvement.

• The minimal difference in the DNKA rate between 2004 and 2005 may indicate that patients had some trouble adjusting to the new system, which is typical for any new technology rollout.

• However, the rate dropped 3% in the second year, which is a significant improvement.

Cost of Calls by TeleVoxCost of Calls by TeleVox

Cost of TeleVoxCost of TeleVox

• The pricing model for TeleVox is based on units of service.

• The price per unit changes based on the number of units used (the number of calls made).

• The pricing model for TeleVox is based on units of service.

• The price per unit changes based on the number of units used (the number of calls made).

Usage and pricing provided by Kay Melugin

TeleVox Usage Oct 06 – Mar 07TeleVox Usage Oct 06 – Mar 07

Oct 06 Nov 06 Dec 06 Jan 07 Feb 07 Mar 07

#Items 60692 50696 37842 54738 54318 53899

Unit Cost $0.16 $0.16 $0.17 $0.16 $0.16 $0.16

Total Cost $9,710.72 $8,111.36 $6,433.14 $8,758.08 $8,690.88 $8,623.84

TeleVox ProductivityTeleVox Productivity

312,185312,185

Did you know…Did you know…

• TeleVox speaks nine languages

• Can a reg rep do that?

• TeleVox speaks nine languages

• Can a reg rep do that?

Bonjour??

Cost of Calls by EmployeesCost of Calls by Employees

Registration Rep SalaryRegistration Rep Salary

• Salary - $10.25/hr

• Add 15% for benefits - $11.79/hr

• Diamond Hill had 2.37 reg reps in March 2007

• Salary - $10.25/hr

• Add 15% for benefits - $11.79/hr

• Diamond Hill had 2.37 reg reps in March 2007

Example: Diamond Hill, March 2007Example: Diamond Hill, March 2007

# Calls Average Duration Total Time

Incoming Calls 3834 1:13 78 hours 9 minutes

Outgoing Calls 2478 1:06 45 hours 7 minutes

6312

TOTAL 123.27 hours

1,1211,121

Example: Diamond Hill, March 2007Example: Diamond Hill, March 2007

TeleVox Calls 3749

Failed Calls 486

3263

1:13 Reg Rep Average Duration

66 hours Additional call time

Example: Diamond Hill, March 2007Example: Diamond Hill, March 2007

123.27 hours x $11.79 per hour = $1453.32

$1453.32 / 6312 = $0.23 per call

Cost ComparisonCost Comparison

• TeleVox cost per call $0.16 – $0.17

• Reg Rep cost per call $0.23

• 60,692 calls made by TeleVox in October 2006 for $9,710.72

• $0.23 x 60,692 = $13,959.16

• TeleVox cost per call $0.16 – $0.17

• Reg Rep cost per call $0.23

• 60,692 calls made by TeleVox in October 2006 for $9,710.72

• $0.23 x 60,692 = $13,959.16

Cost of DNKACost of DNKA

Cost Per DNKACost Per DNKA

Average Cost per Visit…… $90.00

$62.50 Doctor Salary $250/hr x .25

$152.50

( 15 minutes downtime per DNKA)

2006 DNKA Cost*2006 DNKA Cost*

Total Patient Visits 135,128

DNKA Rate 19%

# DNKAs 25, 674

Cost per DNKA $152.50

Total DNKA Cost $3,915,334

*Diamond Hill, Northeast, South Campus, Stop Six, Viola Pitts

2006 Visits/Revenue Gained*2006 Visits/Revenue Gained*

*Diamond Hill, Northeast, South Campus, Stop Six, Viola Pitts

Total Patient Visits 135,128

DNKA Rate 19%

DNKA Reduction 4%

Visits gained 5,405

Revenue gained $486,450

Additional Benefits of Shrinking DNKAs

Additional Benefits of Shrinking DNKAs

• Improved efficiency for busy registration staff

• Better service

• Decreased wait time for patients

• Improved efficiency for busy registration staff

• Better service

• Decreased wait time for patients

2005 - 2006 Press Ganey Reports

Patient Satisfaction Scores 2005 - 2006Patient Satisfaction Scores 2005 - 2006

83.0

82.2

78.7

77.5

74.0

75.0

76.0

77.0

78.0

79.0

80.0

81.0

82.0

83.0

84.0

2005 2006

Year

Pre

ss

Ga

ne

y S

co

re

Overall

Access

2005 - 2006 Press Ganey Reports

Question 2005 Mean 2006 Mean Net Change

Access to Care 77.1 78.1 1.0

Ease of scheduling appointments 78.9 81.0 2.1

Courtesy of person scheduling appt 85.0 85.3 0.3

Speed of registration process 76.5 76.0 -0.5*

Courtesy of registration staff 81.8 82.2 0.4

Waiting area comfort/pleasantness 76.1 77.6 1.5

Wait before going to exam room 67.3 69.3 2.0

Cheerfulness of practice 82.2 83.2 1.0

Likelihood of recommending practice 84.8 86.5 1.7

Press Ganey 2005-2006Press Ganey 2005-2006

2005 n = 475 2006 n = 1300*Net Access

Benefits of Decreased DNKABenefits of Decreased DNKA

DNKA Continuityof

Care

The Internet Journal of Medical Simulation and Technology Jan 2005 v1 i1 pNA

Benefits of Continuity of CareBenefits of Continuity of Care

• Decrease in emergency department visits

• A decrease in the likelihood of future hospitalizations

• An increase in patient satisfaction and the use of preventive health services

• Decrease the cost of health care

• Decrease in emergency department visits

• A decrease in the likelihood of future hospitalizations

• An increase in patient satisfaction and the use of preventive health services

• Decrease the cost of health care

RecommendationsRecommendations

• Consider revising Spanish language script, get feedback from Spanish speaking patients

• Have the Caller ID name display as something other than JPS so that patients don’t assume a bill collector is calling

• Consider revising Spanish language script, get feedback from Spanish speaking patients

• Have the Caller ID name display as something other than JPS so that patients don’t assume a bill collector is calling

RecommendationsRecommendations

• Make sure that clinic staffs are using the TeleVox reports to►adjust staffing/scheduling ►Identify trends and repeat offenders

• Remind patients when scheduling appointments that they will receive a phone call two days prior to their next appointment, and stress the importance of canceling appointments they cannot attend

• Make sure that clinic staffs are using the TeleVox reports to►adjust staffing/scheduling ►Identify trends and repeat offenders

• Remind patients when scheduling appointments that they will receive a phone call two days prior to their next appointment, and stress the importance of canceling appointments they cannot attend