09 Apr, 2020
Tales from the Front Desk
COVID-19 - Helping Healthcare Meet the Challenge
Healthcare organizations are facing significant challenges as they work to address the COVID-19 pandemic. We're having to deliver healthcare services in new ways while adding workflows to keep our workforce safe. New technology can be a key component of these strategies, particularly if it can be rapidly implemented with minimal impact to the organization.
Updating Schedules and Transitioning to Televisits
Many practices are postponing well visits or other non-urgent appointments. This process can require hundreds, if not thousands, of phone calls to patients in order to explain the situation and cancel or reschedule the appointment. Office staff members are faced with the burden of trying to manage these calls while also addressing medication refills and other patient needs that stem from rescheduling visits on this scale. Often, practices are electing to convert these face-to-face patient visits to telephone or video-based visits. Although this strategy can preserve patient access, appointments must still be migrated to the appropriate visit type in the scheduling system. This leads to additional phone calls to explain the conversion as well as work in manually updating patient appointments. What if an automated solution could reach out to patients, either rescheduling their visits or converting them to a virtual visit? Asparia offers an EHR-integrated chatbot solution that can engage your patients conversationally. Patients whose appointments are appropriate for conversion to virtual visits can be transitioned with a couple of quick text messages, improving efficiency for office staff and driving patient satisfaction. When appointments must be canceled or rescheduled, this can be done seamlessly as Asparia updates your scheduling system without staff intervention.
Reducing Workforce Exposure
Our interactive text-based chatbot can also screen patients for concerning symptoms such as fever or cough. Patients identified as high-risk can be routed for personalized staff outreach, while low-risk patients can be confirmed for appointments. For those practices offering separate "sick" and "well" entrances, patients can receive specific instructions on how to access the practice. Broadcast messaging can also be created within minutes, alerting patients to an office closure or provider delay.
Rapid Response to Changing Circumstances
Asparia solutions can be implemented in a matter of hours, with minimal staff burden. A recent deployment to a 2000 provider practice went live with an hour of the IT team's time. First-day outreach to 2,500 patients revealed 5% with concerning symptoms that were escalated for staff management. In addition to streamlined implementation, Asparia allows you to manage your patient outreach messages in real-time - providing maximum flexibility in rapidly changing circumstances. For more information on how we can help you meet the COVID-19 challenge, contact Asparia at www.asparia.com