Refining the Patient Experience

Do you know how easy it is for patients to navigate your organization? When they call to schedule appointments, are they kept on hold only to be transferred to a phone tree? Or, do they reach a live person who is knowledgeable about appointment availability and can rapidly fit them in the schedule within the next two weeks? If you can’t answer these questions—or if the answers do not paint a positive patient experience—then perhaps it’s time to rethink your patient-access function. If patients find it challenging to interact with your organization, they may choose not to, delaying wellness visits

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