Recently at TigerSummit, Angeline Cosca, Chief Information Officer of Steinberg Diagnostic Medical Imaging Centers, delivered a presentation centered on improving the patient experience and eliminating conflict by streamlining a hospital’s referral process.
Based in Southern Nevada, Steinberg Diagnostic Medical Imaging (SDMI) delivers accurate results, compassionate care, cutting-edge technology, and an exceptional patient experience. For over 30 years, SDMI has provided patient-friendly medical imaging with the most innovative technologies available, resulting in high-quality diagnostic images for referring doctors and their patients.
A positive patient experience is one of the highest priorities related to a person’s healthcare. Patient experience, as it is commonly defined, is “the sum of all interactions, shaped by an organization’s culture that influences patient perceptions across the continuum of care.”
SDMI’s outdated referral process led to a negative patient experience and delays in care. The process required patients to bring in a physical copy of the referral, which they would often forget, and thus were unable to receive care.
In order to improve the patient experience, it was essential for SDMI to receive an image of the patient’s referral prior to the appointment being scheduled. The solution needed to be effortless for staff and patients while providing a secure, HIPAA-compliant way to communicate.
When SDMI implemented TigerTouch, they were drawn to the platform’s ease-of-use, security, and short implementation time.
TigerTouch simplifies telehealth via video, voice, and text in a powerful, simple, and feature-rich solution, improving both patient experience and provider satisfaction. TigerTouch also integrates with your preferred EHR for powerful workflow automation, and clinicians can automatically sync patient lists for immediate outreach to friends, family, and caregivers.
Providers can conduct one-on-one or group conversations via text, voice, or video with patients, enhancing remote care and enabling providers to engage patients at each touchpoint, from diagnosis to hospitalization, to recovery. Likewise, confidential health information is securely shared through encrypted channels to quickly coordinate care.
TigerTouch provides direct communication from anywhere, allowing individuals to feel well informed of their own patient experience and genuinely cared for. With its integrated telehealth and virtual care features, TigerTouch delivers everything in one solution for care teams to collaborate seamlessly within a single, cloud-based, mobile-friendly solution.
Implementing TigerTouch resulted in a 3x improvement in the patient experience at SDMI. TigerTouch is easy for their patients to use since it doesn’t require apps or passwords, leading to an astounding 97% patient adoption rate. For SDMI, TigerTouch eliminated frustrations, created efficiencies, and improved the overall patient experience.
By having patients text an image of the referral during the scheduling process, SDMI was able to not only ensure that patients would be seen, but that SDMI would be reimbursed. This streamlined workflow continues to save time, money, and hassle for both staff and patients. Most importantly, however, SDMI was able to immediately eliminate the possibility of a patient showing up without a referral and therefore not receiving care.
Additionally, the learning curve for staff was minimal, and they began using patient texting features almost immediately. Anyone in the internal hospital directory can be easily added to a patient conversation including case managers, specialists, and primary care physicians. Messages can also be forwarded from a patient conversation directly to a care team member on the provider network.
“TigerTouch has given us happier patients because they aren’t being turned away and forced to reschedule,” says Angeline Cosca. “We’ve been able to increase our patient load due to the more efficient process and improve the overall experience for everyone involved.”
If you’re interested in finding out how an advanced communication and collaboration solution can enhance your patient experience, workflows, and provider satisfaction, please reach out to us any time with questions or to request a demo.
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