Technology in Health Care is the Key to Patient Satisfaction
PRACTICE MANAGEMENT
Kristi Hudson
According to the 2019 Healthcare Consumer Trends Report (NRC Health, 2019), the thing patients want more than any other is convenience, and the best way to meet that need is through technology. It states that using technology to better connect with patients is an idea that is discussed often but can feel out of reach for many healthcare providers. With technological advances happening at warp speed, how do we know which technology is most cost-effective and will meet our patients’ needs?
In the same report, 20% of patients reported that they would switch providers if forced to wait too long. How long are your patients waiting to see you? When was the last time you walked in your patient’s shoes and came through the front door, sat in the waiting room, walked into a treatment room, and saw your office from their point of view? What do they see? What do they smell? Are there magazines or a TV in the waiting room to help them pass the time? Do you have Wi-Fi? Is the password posted and readily available? Is your office welcoming and inviting?
When was the last time you actually filled out your new patient intake forms? I recently filled out new patient forms for myself at a provider’s office in my area and was pleasantly surprised that I could complete them online in less than five minutes. It was amazing. When I arrived for my scheduled appointment, I was stunned that I didn’t have to complete additional forms and was taken back to the treatment room after only a few minutes. When I checked out, my insurance had been verified in advance. I paid my copay and left.
Several weeks later, I had to fill out new patient paperwork for my son, and that experience left a lot to be desired. It was very similar to the pain and agony that most chiropractors put their patients through. I had to fill out multiple forms upon arrival, writing the same information on several sheets of paper, a task I had not completed before we saw the doctor. It was tedious and annoying. Why wouldn’t we utilize modern technology to improve the patient experience by having forms completed online and submitted electronically to upload directly to our EHR software?
Did you know that 51% of the time spent online in the US is on a mobile device? Or that 40% of people only search on smartphones? And 63% of all online traffic comes from smartphones and tablets. (Petrov, 2019) If your website is not mobile-friendly, then you’re creating a roadblock between your practice and your patients. A clinical app is a simple way to stay connected with your patients and give them instant access to your clinic, ensuring they receive the best experience possible while growing your brand. In fact, mobile apps have higher engagement rates than mobile-optimized websites or desktop web viewing. Can you imagine the convenience of mobile online scheduling, push notifications for appointment reminders, or scheduling delays?
In the wake of the recent events of COVID-19, many of us were scrambling to find ways to help our patients and stay in business during massive shutdowns and state-mandated quarantines. The use of telehealth services, a service not yet fully associated with chiropractic care, is becoming one of the hottest topics of discussion. Telehealth is the practice of administering health services remotely, which has been gaining popularity over the years due to practicality and convenience.
Telehealth services are delivered over the phone in some cases, but often through video-teleconferencing software. The use of video is indispensable for the chiropractic profession due to the highly visual interaction between the patient and provider. Telehealth solves many issues for today’s busy patient. It eliminates the long wait times many patients loathe at provider offices. Due to the ease of telehealth, it makes follow-up appointments easy for the patient and reduces the number of missed appointments. One of the most beneficial aspects for the patient comes down to affordability. (Heath, 2019) Keep in mind that not all services provided by chiropractors can be completed via telehealth. However, appropriate services, such as functional health services or rehabilitation services, can be performed or monitored by video. One of the questions that came up during the COVID-19 pandemic was whether insurance would reimburse for telehealth services. As a provider, you should check with insurance carriers to see if they cover telehealth services for chiropractic. Also, you should be aware that 49 states only allow you to treat patients via telehealth if the patient is located in a state where you have a license to practice. You are also limited to the scope of practice in the area where that patient is located. As with any emerging technology, it is imperative that you check with your state board of examiners to see if this fits within your scope of practice, Finally, verify that your malpractice policy covers you for telehealth. (HealthIT.gov, 2019)
An article in the New York Post stated that Americans check their phones 80 times a day. (New York Post, 2017) (I bet you feel the urge to check your phone now.) Another website reported a year later that we unlock our phones on average of 150 times a day. What!? (Techjury, 2019) Our phones have become a crucial piece of technology in all of our lives. Many providers feel that technology is only embraced by younger patients, such as millennials, when in fact, older generations are also embracing the digital life. (Vogels, 2019) To become more engaged with our patients, we need to meet them where they are—their phones—and integrate technology that makes it convenient to choose us over someone else.
Kristi Hudson is a certified professional compliance officer (CPCO). She serves as the Director of Business Relationships for ChiroHealthUSA where she has helped to educate DCs and CAs on establishing simple and compliant financial policies. You can contact Kristi at 888-719-9990 or [email protected], or you can visit the ChiroHealthUSA website at www. chirohealthusa.com.
