A Journey to Enhance

Indian Patient Experience

Oct 2016

GROW REVENUES | ENABLE EFFICIENCIES | ENHANCE EXPERIENCE

A Centralized Out-Patient Handholding Initiative

Agenda

• Typical Challenges

• Todays realty – AS-IS Process

– TO-BE Process

• Patient Relationship Layer

• Cloud CRM components

• Value Proposition

• Next Steps

• Annexure - Unified Patient Experience (Sample Screens)

2

Typical Challenges

• Reduce Patient Wait-time leading to Frustration/Helplessness

• Faster Patient Response & Problem Resolution

• Better handholding the Patient right from initial call to follow-up

• Better Patient Satisfaction & over all Patient Experience

• Easy and Convenient process for patients

• Reduce load on Nurses by reducing entries

• Increase Patients Satisfaction by guiding them Proactively

• Standardise Patient communications across Hospitals

• Address Patients coming from all possible channels

• Reduce cost of service

• Leverage economies of scale

3

Todays Realty (AS-IS)

4

Pati

en

t

Hospital

Helpdesk

Doctor

Secretary

Doctor

Consultation

In-Patient

Walk-In

Web

Voice

SMS & What’s App

Mobile App

Marketing

Campaigns

Kiosk | Smart Card | TokenVideo

Social MediaIn-Patient

Bill Generation

Pathology/Medical

Tests Reports

Live Chat

TO-BE Contact Center Process (Omni-Channel)

5

Pati

en

t

Hospital

Helpdesk

Doctor

Secretary

Doctor

Consultation

In-Patient

Walk-In

Web

Voice

SMS & What’s App

Mobile App

Marketing

Campaigns

Kiosk | Smart Card | TokenVideo

Social MediaIn-Patient

Bill Generation

Pathology/Medical

Tests Reports

Live Chat

Build Patient Relationship Layer

6

Patient Self-service Portal

• Patient Registration (Profile)

• Appointment Booking & Scheduling Service

• FAQ’s

• Information/ Content Mgmt.

• Collaboration

Call Centre CRM

Website HINAI

Integration (Batch / Real-time)

Reports & Dashboard | User Management | Organisation setup

KIOSKSMS

Gateway

Hospital Help-Desk & Secretary

• Patient Profile

• Appointment Checking

• Information/ Content Management

• Alerts and Notifications

• Collaboration

Dialler

• Patient Information

• Ticket/Complaint Management System

• Hospital Info – Facilities, Beds Availability,

Hospital Location

• Doctors Info – Specialities, Appointment

Scheduling capability

• Key Procedures

• Interaction Follow-up tagging – Call,

SMS & Email

• Information/ Content Mgmt.

• Workflow Alerts and Notifications

• Marketing Campaign tagging

• Collaboration

Cloud CRM

Values Proposition

• Provide Patient Helpline Number for handling all Patient Enquiry, Query, Request, Complains, Help/Guidance

• Ability to determine clear Marketing Campaign ROI success

• Ability to derive market Data Analytics to take informed strategic decisions like– How many calls abandoned

– What facilities are lacking?

– Where are enquiries coming?

– What kind/channels of enquiries are coming?

• Ability to follow-up on Patient acquisition and focus on Patient Help/Experience

• Proactive vs Reactive follow-up with Doctors and Patients

• Build a Relationship System vs Transaction Systems

7

8

Annexure - Sample Screens

Demo

%42

HANSEN

G

%35

DJIA

FTSE

Front Office Helpdesk

Immediately:

Be more Productive on

helping walk-in patients

and less Data entry

Long term Objective:

Are supported by Call

center

Doctors Secretory

Immediately:

Ability to maintain

Doctor Calendar

Long term Objective:

Scalable model to

support more patient

Call Center

Immediately:

Ability to handle patient

and doctor

communications

Long term Objective:

Transform patient

experience

MD’s Mandate

Leverage better efficiency and build a

scalable model

Reduce operating costs

Emerge as a leader in the long-run

Patient Enquiries Page

Patient Information Page

Demo

%42

HANSEN

G

%35

DJIA

FTSE

Front Office Helpdesk

Immediately:

Be more Productive on

helping patient and less

Data entry

Long term Objective:

Are supported by Call

center

Doctors Secretory

Immediately:

Ability to maintain

Doctor Calendar

Long term Objective:

Scalable model to

support more patient

Call Center

Immediately:

Ability to handle patient

and doctor

communications

Long term Objective:

Transform patient

experience

MD’s Mandate

Leverage better efficiency and build a

scalable model

Reduce operating costs

Emerge as a leader in the long-run

Doctor’s Appointment’s for the Day (sample template)

13

2

1

3

Robust Collaboration (Call Center & Hospitals)

Proactive Customizable Reports

Robust MIS and Reporting