Credit by Yashraj Bhawsar
Superlative patient experiences will never go out of trend. But in the era of increasing pressure on institutions and an exceedingly high number of key interactions between patient and provider becoming virtual, it becomes essential to focus on precision and speed. The best way? An enterprise contact centre.
Leveraging technology to ease patient journeys through the healthcare system must take precedence in an increasingly people-centric healthcare system. With Patient Access Services (PAS) – often seen as the nerve centre for care navigation – facilities like onboarding patients, conducting successful outpatient programs, managing services in speciality care, complex care coordination and more can be streamlined.
PAS also serves to fulfil the essential function of platform consolidation. The typical scenario today entails personnel using 10-16 separate systems that do not talk to each other or share data well.
PAS centres can range from basic to advanced based on requirements around type of patient interaction, problem solving capabilities and coordination requisites. Basic centres perform tasks expected of a simple contact centre like providing patient onboarding, appointment scheduling and enquiry services.
PAS turns a call centre into a strategic asset that can revitalize patient experience and healthcare providers the world over are already leveraging it for care navigation.
The overarching goal that fuels PAS
At a high-level, a PAS system will
Increase staff satisfaction and empowerment and
Increase patient/caregiver satisfaction.
It is essential to note the order in which these have been listed because having engaged and happy staff on the other end of the phone or email is the KEY to delivering a better patient experience. The vision behind every Patient Access Services centre is improving patient experience and is achieved through carefully balancing several essential factors that come together to create a PAS centre that ensures a high level of patient satisfaction.
Here are the core elements that are critical in designing the PAS experience,
Challenges that PAS helps healthcare providers master,
Lack of intelligent Automation
Cumbersome, low quality UserExperience
Fragmented, difficult to visualize Data
Absence of customization that meets emerging requirements
Limited insights, alerting mechanisms and classification tools that affect
Consistently upgrading Security
Missing Clinical Compatibility of most offerings in the market
Inconsistent user and patient related metrics leading to problematic Operational Analytics
The differentiators that put Persistent’s PAS Solution in the spotlight are:
Quicker build and deploy time
Add-on components specific to Patient Access Care or Care Coordination
Next generation Lightning interface
Deep-learning chatbot & AI
Automation strategies such as Patient360, CTI that reduce the complexity of tasks currently performed