making the right technology investments for your practice

Making the Right Technology Investments for Your PracticeJanuary 2010

Agenda

• Panel Introductions

• Housekeeping Rules

• Talk Introduction

• Rob Gilpin/Webley MD: Using Automated Messaging to Enhance the Patient Experience

• Greg Marcus/Patient Results Network: Best Practices for Results Reporting

• Q&A

Housekeeping Rules

• Length: 60 minutes

• Type your questions at any time

• Q & A and gift card drawing will be held after our panelists’ presentations

• Copies of presentations will be sent to participants

Introductions

• Moderator: Dr. Susan Linton

• Panelists:

• Rob Gilpin, National Sales Director, Webley MD

• Greg Marcus, President, Patient Results Network

Communications Technology & the Bottom Line

• In 2008, Cisco Internet Business Solutions Group (IBSG) estimated that $3.4 billion, or $500,000 in nursing productivity per hospital, is lost annually due to “communication delays”

• 85% of this loss can be avoided by using communication technologies

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How Do You Communicate with Your Patients?

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Real Time

• Phone calls

• Landline

• Mobile

• Voice over IP

• Instant messaging

• Conferencing

• Audio

• Web

Non-Real Time

• E-mail

• SMS

• Voicemail

• Blogs

• Discussion boards

• Voice, E-mail automated reminders• Lowers no show rate by 30%• Better tracking of cancellations, confirmations

Automating Patient-Practice Communications

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• Lab results available 24 hours a day• Eliminates phone tag• Access from Internet or phone• Free trial• No contract term

Practices call PRN to record test results &

Send appointments to

Webley MD

Patients call PRN for test results &

Receive appointment

reminders from Webley MD

Simplifying and Unifying Communications Through Technology

Using Automated Messaging

To Enhance The Patient

Experience

Webley Corporate Overview

• Founded In 1997

• Industry Pioneer in Advanced Speech Applications:

• Virtual PBX & IVR

• Unified Communications

• After Hours Messaging

• Broadcast Messaging (Voice, Text & E-Mail)

• 5 International Patents in Advanced Speech

• Support 50,000 + Active Customers

• Delivering Over 180,000,000 Transactions Per Year

• Dependable, Financially Secure & Growing

• Numerous Awards For Technology Product of the Year

Simplifying & Unifying Communications Through Technology

What the Experts are Saying


Of 2,000 + Practices Surveyed

• 25% report rise in patient no shows• 33% report decline in revenue.• 35% currently have hiring freezes

Physicians want to…

• Concentrate on patient care• Increase patient satisfaction• Market their practices better• Generate additional visits• Shorten their revenue cycle• Increase office efficiencies

In Today’s Struggling Economy…Practices Are Being Challenged To Do More With Less Resources

44% of practices reported a no-show percentage ranging from 5%

to 10% per day

Definition of Insanity:


“Doing The Same Thing(s) Over and Over Again, But Expecting

Different Results”

The Full Service to Self Service Paradigm


Examples of Self Service Applications in Medicine


• Virtual Visits via E-Mail• Tele-Medicine• The Internet (WebMD, Google, CDC, etc.)• Automated Payment Options (e-Pay)• Practice Websites:

• Basic Practice Information

• Directions / Office Hours• Services Offered• Pre-Registration Forms• Prescription Requests• FAQ’s

• Lab Results Reporting• Scheduling & Reminders

Self Service Advantages


• Reduce In & Outbound Phone Calls (Phone Tag)

• Increase Office Efficiency

• Reduce Operating Costs

• Faster Response Times

• 24 by 7 by 365 Day Service

• Generate Revenue By Seeing More Patients

• Improved Patient Satisfaction & Experiences

• Redirect Efforts To Those With More Critical Needs

• Harness Available Technologies

• Technology Empowers The Patient To Do More

• Competitive Advantage

MGMA Practice Demands Survey Results


Do you currently have a practice website: 81% YesDo you see the internet as an effective tool: 93% Yes

Assuming security is not an issue, do you see the Internet as an effective communications medium for:

Pre-Registration 89% YesAppointment Requests 79% YesPrescription Requests 74% YesLab Results Reporting 79% YesOn Line Bill Payment 73% Yes

MGMA Patient Demands Survey Results


81% of All Patients Have Internet Access 3.7 M Patients Communicate With Physicians On line Patients Are Better Educated & Demand More Choices Patients Want To Engage In Shared Decisions

Patients Want the Ability To:

77% Ask Questions Without A Visit71% Automatically Set Appointments71% Order Prescriptions On Line69% Receive Automatic Test Results

55% Indicated The Ability To Better Communicate With Their Doctors Would Influence Their Choice of Providers

Lost Revenue Examples


Manual Automated Savings Qty/Month

Phone Calls $0.55 $0.15 $0.40 ?

Postcards $0.50 $0.15 $0.35 ?

Letters $1.00 $0.15 $0.85 ?

Manual Calls: 25 PPD @ 21 days = $210 / month plus 10 hours labor

The Power of Broadcast Messaging


Message Types

• Appointment Reminders

• No Show Follow ups

• Lab Results Ready

• Account Balances

• Emergency Notifications

• Preventive Health Reminders:

• Flu Campaigns

• Immunizations

• Annual Check Ups

• MAM’s, PAP’s, PSA’s etc.

Multimedia Reach

• Landline Phones

• Cell Phones

• E-mail

• SMS Text

Benefits

• Immediate Deployment

• Low Cost

• Interactive

• Fully Automated

• Language Options

• Delivery Confirmations

• Preference Based Marketing

• Messages are Fully Customizable

• Opt In / Opt Out

• Easy to Deploy

• 25%+ No Show Reduction

• Immediate ROI

• Money Back Guarantee

Standard Appointment Reminder


Hello, this is East Bay Medical. We’re calling to remind <Patient First / Last Name> of your appointment with us on <Day> <Month> <Date> at <Time>. If you are unable to keep this

appointment for any reason, please call us as soon as possible at 503-456-7890 to cancel or reschedule. This will allow us to offer that appointment time to another patient. Again, that number is

503-456-7890. We look forward to seeing you!

Sample Patient Response Options


• To confirm this appointment, press 1 now.

• To cancel this appointment, press 2 now.

• To hear this message in Spanish, press 3 now.

• To repeat this message, press 4 now.

• For directions to our office, press 5 now.

• To speak with our receptionist, press 6 now.

Dr. Baum’s “No Shows Equal No Dollars”


Investigate:

• Determine How Many No Shows & Why

• Identify Any Obstacles

Define High Risk Offenders:

• First Time Patients Booked In Advance

• Repeat Offenders

• Long Wait Times Prior To Date Of Appointment

• Long Wait Times In Office Prior To Time Of Appointment

• Medicaid / Self Pay Patients

Solutions

• Send Automated Appointment Reminders

• Reserve Daily Time Slots in a.m. & p.m. for Urgencies & Emergencies

• Reserve Daily Time Slots Just For New Patients

• Instigate A Three Strike Rule

• Always Book Repeat Offenders In Late Afternoon

• Charge for Missed Appointments

• See Patients On Time Source: Dr. Neil Baum Neurologist / New Orleans, LA

Webley MD ROI Analysis:# of Patients % of No Shows$ of Lost ApptCurrent Methods

Example of a Typical ROI for 3 Physician Practice


Appointments Per Day: 75

Cost of Lost Appointment: $75

Average No Show Rate: 5%

Total Monthly Revenue Generated: $118,125

Revenue Lost Based On 5% No Show: $5,906

Webley Recoverable Revenue @ 30%: $ 1,772 / Month

Cost of Webley @ $99/Provider: $297 / Month

Net Profit / Month: $1,475

Net Profit / Year: $17,699

Save Time, Money, Improve Office Efficiency & Patient

Satisfaction!

Webley MD Summary


• Increased access to caregivers

• Enhanced patient experience

• Shorter wait times

Patient Benefits

• Saves time & money

• Improves cash flow

• See more patients in less time

• Reduce print & postage costs

• Creates competitive advantage

• More time to focus on pressing matters

• Accommodates practices of any size

• SAAS model, no equipment to purchase or administrate

• Immediate ROI

• Money Back Guarantee

Practice Benefits

Communications Technology & Patient Care

“The demand on physicians to see more patients in less

time with less compensation requires more efficient

operating strategies. By streamlining communications

between doctors and patients, technology can help

physicians more effectively manage patient care.”- Modern Physician, 1999

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From Outbound to Inbound Initiatives….

Webley Pricing Examples


Please contact your local Webley MD

Sales Representative for information on

pricing or call 866-220-9754.

Best Practices for Results Reporting

January 2010

Patient Results Network Corporate Overview

• Founded in 1994

• Innovator of automated lab results reporting service

• Complete subscriber based model

• Nationwide customer base• Many have been using PRN for over 10 years

• Delivers thousands of results 24 hours a day


Automating Test Results Reporting

Benefits of Automated Test Results Reporting• Saves time versus making manual phone calls

• Reduces inbound call volume

• Cuts down on phone tag

• Lets patients interact with the practice at their convenience (24/7 availability) without staff intervention

• Delivers results securely, over the phone or online, while respecting patient privacy


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Costs of Not Automating Test Results Reporting

Manual Test Results Reporting• “Improper communication of test results can increase risk of

malpractice liability” -• No reliable means of tracking calls

• Patient inquiries plagued by time consuming, inefficient process • Receptionist answers call

• Provider needs to be found (interrupting workflow)

• Charts need to be located

• Phone tag is common

• Patients ask questions unrelated to the test• Process repeated multiple times every day

• Mailing results is expensive and time consuming• Need to type letter, address, seal, stamp

• Costs at least $1 to mail letter

• Delay in getting result to patient

• Unclear if patient received results


No News Is Good News?

“A survey of 262 physicians found that only 41% were satisfied with how they managed test results. Most did not have explicit rules for notifying patients of results and many used the dangerous practice of telling patients that “no news is good news.”

– Agency for Healthcare Research and Quality

No news can lead to heightened patient anxiety

Patients might not be getting important test results• Answering machine broken/full/off

• Patients out of town

• Kids rarely relay messages

• Want to hear that everything is fine


PRN Automated Results Reporting

• Results can be recorded on a telephone or from the Internet 24 hours a day

• Charts can be filed as soon as results are recorded

• Patients can be called when results are available

• Reports show the status of messages

• Patients appreciate the convenience and improved communication of test results

“An automated test results management system can improve patient satisfaction with communication of test results by their primary care provider.”

- Archives of Internal Medicine – 11/12/07


Sample Patient Instruction Card


Patient Results Network® Instructions

1) Dial 1- 800 - 448 - 8520 ——— 1 week after your test

(results will be available on the system for 2 weeks thereafter)

2) Enter provider code 1008 followed by the # key.

3) After Dr. Smith is verified TOUCH 1

4) Enter medical record number 123456 followed by the # key.

You can cal l 24 hours a day, 7 days a week.

~FAMILY PRACTICE CENTER~

Everyone is Comfortable with PRN

• Voice prompts in English or Spanish provide step by step instructions

• Volume can be increased

• Messages can be listened to numerous times


Sample Report


• Patient ID = ID number entered for patient• Date = actual date message was recorded• Time = actual time message was recorded• Duration = actual recording time in seconds• Days on System = days since originally recorded• Lib Number = R-0 means a personal message was recorded for the patient, C means a pre-recorded library message was used

Retrieval Data From PRN Clients


Patients can call or go online to get

their results 24/7

Practice records results by calling

PRN or going online.

Tests are sent to the lab for

processing. Lab sends results to

practice.

Practice gives PRN card to patients with lab results retrieval date

during office visit.

How PRN Works


4 Simple Steps

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ROI for a Typical 3 Physician Practice


* 10 results a day/MD = 30 results/day, a typical nurse earns $25/hr

Manual Calls PRN

Time spent on 30 results/day 90 mins 15 mins

Time to report one result 3 mins 30 secs

Labor cost per day $37.50 $6.50

The Bottom Line

Under a typical scenario for a 3 physician practice:• 20 working days a month

• Labor cost of nurse calling patients: $750/month

• Labor cost of nurse using PRN: $130/month

• Monthly cost of PRN: $300/month

• Monthly Savings with PRN: $320/month net

BOTTOM LINE: PRN Costs You Nothing


Summary

• Available 24 hours a day

• Eliminates phone tag

• Access from Internet or phone

• No special hardware or software required

• Free trial

• No contract term

• At $100 a month per provider how can you go wrong?


Webley Rob Gilpin / National Sales [email protected] www.webley.com

Patient Results NetworkGreg Marcus / President 800-613-9050 ext. 24 [email protected]
