How to Deliver Value-based Care by Focusing on
Patient Experience?

The Patient Journey – Current Scenario

24 DAYS

On average, it takes 24 days to schedule a first-time appointment with a family doctor

83%

83% of the US adults visit a doctor once a year

1 Billion

1 Billion office visits per year

Visiting the Doctor

18 minutes – is the average lobby wait time to see the doctor

Physicians give an average of 11 seconds for patients to explain

Patients get to ask an average of 0-2 questions per visit

Patient
Interactions

  • The care team does not contact 55% of patients in between office visits
  • 83% of Americans don’t conform to the treatment plan prescribed by their doctor
  • 42% of patients are more likely to adhere to the treatment plan if encouraged by their care team

The 3Cs
for Better Patient Experience

Communication

1

Regular interactions and information sharing about the treatment plan, medications, symptom checkers, and reminders for visitations

Collaboration

2

Positive patient outcomes with the cooperation of patient support, nurses, practitioners, payers, and providers

Care

3

Transparency in treatment options, care planning, diagnosis, medical tests, and costs

How to Improve Patient Experience?

  • Map the Patients’ Journey –
    Identify touchpoints and bottlenecks and spot the hindrances to a positive experience
  • Omni-channel Approach for Patient Engagement –
    Integrate with EHR and enhance communications via SMS, email, and patient portals
  • Conversational AI –
    24/7 patient support, knowledge sharing, symptom checker, pre-screening, assistance on medical tests and treatment plans, medication and appointment scheduling/queries
  • Automate Administrative Workflows –
    Patient case summaries, administrative documents, and other functions from admissions to billing, transform repetitive tasks with intelligent automation
  • Natural Language Processing –
    Patient feedback analysis with NLP and insights from multiple interactions across the patient journey
  • Evaluate Patient Experience in Real-time –
    Gather data and generate insights from EHR, remote patient monitoring tools, and enabling interoperability between payers and providers
  • Patient-centric Culture –
    Improving compassion and accountability for every role so that the care is centered around quality

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