Making the Right Technology Investments for Your Practice

Making the Right
Technology Investments
for Your Practice
January 2010

Agenda

• Panel Introductions
• Housekeeping Rules
• Talk Introduction
• Rob Gilpin/Webley MD: Using Automated Messaging
to Enhance the Patient Experience
• Greg Marcus/Patient Results Network: Best Practices
for Results Reporting
• Q&A

Housekeeping Rules

• Length: 60 minutes
• Type your questions at any time
• Q & A and gift card drawing will be held after our
panelists’ presentations
• Copies of presentations will be sent to participants

Introductions

• Moderator: Dr. Susan Linton
• Panelists:
• Rob Gilpin, National Sales Director, Webley MD
• Greg Marcus, President, Patient Results Network

Communications Technology & the Bottom Line

• In 2008, Cisco Internet Business Solutions Group
(IBSG) estimated that $3.4 billion, or $500,000 in
nursing productivity per hospital, is lost annually due
to “communication delays”
• 85% of this loss can be avoided by using communication
technologies

5

How Do You Communicate with Your Patients?

Real Time Non-Real Time

• Phone calls • E-mail
• Landline • SMS
• Mobile • Voicemail
• Voice over IP • Blogs
• Instant messaging • Discussion boards
• Conferencing
• Audio
• Web

6

Automating Patient-Practice Communications

Patients call PRN
for test results &
Receive
appointment
reminders from
Webley MD
• Lab results available • Voice, E-mail
24 hours a day automated
• Eliminates phone reminders
tag • Lowers no show
• Access from rate by 30%
Internet or phone • Better tracking of
• Free trial Practices call cancellations,
• No contract term confirmations
PRN to record
test results &
Send
appointments to
Webley MD

8

Using Automated Messaging
To Enhance The Patient
Experience

Simplifying and Unifying Communications Through Technology

Webley Corporate Overview

• Founded In 1997
• Industry Pioneer in Advanced Speech Applications:
• Virtual PBX & IVR
• Unified Communications
• After Hours Messaging
• Broadcast Messaging (Voice, Text & E-Mail)
• 5 International Patents in Advanced Speech
• Support 50,000 + Active Customers
• Delivering Over 180,000,000 Transactions Per Year
• Dependable, Financially Secure & Growing
• Numerous Awards For Technology Product of the Year

Simplifying & Unifying Communications Through Technology

What the Experts are Saying

Of 2,000 + Practices Surveyed Physicians want to…

• 25% report rise in patient no shows • Concentrate on patient care
• 33% report decline in revenue. • Increase patient satisfaction
• 35% currently have hiring freezes • Market their practices better
• Generate additional visits
44% of practices reported a no- • Shorten their revenue cycle
show percentage ranging from 5% • Increase office efficiencies
to 10% per day

In Today’s Struggling Economy…Practices Are Being Challenged To Do
More With Less Resources


Definition of Insanity:

“Doing The Same Thing(s) Over and Over Again, But Expecting
Different Results”


The Full Service to Self Service Paradigm


Examples of Self Service Applications in Medicine

• Virtual Visits via E-Mail
• Tele-Medicine
• The Internet (WebMD, Google, CDC, etc.)
• Automated Payment Options (e-Pay)
• Practice Websites:
• Basic Practice Information
• Directions / Office Hours
• Services Offered
• Pre-Registration Forms
• Prescription Requests
• FAQ’s

• Lab Results Reporting
• Scheduling & Reminders


Self Service Advantages

• Reduce In & Outbound Phone Calls (Phone Tag)
• Increase Office Efficiency
• Reduce Operating Costs
• Faster Response Times
• 24 by 7 by 365 Day Service
• Generate Revenue By Seeing More Patients
• Improved Patient Satisfaction & Experiences
• Redirect Efforts To Those With More Critical Needs
• Harness Available Technologies
• Technology Empowers The Patient To Do More
• Competitive Advantage


MGMA Practice Demands Survey Results

Do you currently have a practice website: 81% Yes
Do you see the internet as an effective tool: 93% Yes

Assuming security is not an issue, do you see the Internet
as an effective communications medium for:

Pre-Registration 89% Yes
Appointment Requests 79% Yes
Prescription Requests 74% Yes
Lab Results Reporting 79% Yes
On Line Bill Payment 73% Yes


MGMA Patient Demands Survey Results
 81% of All Patients Have Internet Access
 3.7 M Patients Communicate With Physicians On line
 Patients Are Better Educated & Demand More Choices
 Patients Want To Engage In Shared Decisions

Patients Want the Ability To:

77% Ask Questions Without A Visit
71% Automatically Set Appointments
71% Order Prescriptions On Line
69% Receive Automatic Test Results

55% Indicated The Ability To Better Communicate With Their Doctors
Would Influence Their Choice of Providers


Lost Revenue Examples

Manual Automated Savings Qty/Month

Phone Calls $0.55 $0.15 $0.40 ?
Postcards $0.50 $0.15 $0.35 ?
Letters $1.00 $0.15 $0.85 ?

Manual Calls: 25 PPD @ 21 days = $210 / month plus 10 hours labor


The Power of Broadcast Messaging

Message Types Multimedia Reach Benefits

• Appointment Reminders • Landline Phones • Immediate Deployment
• No Show Follow ups • Cell Phones • Low Cost
• Interactive
• Lab Results Ready • E-mail
• Fully Automated
• Account Balances • SMS Text • Language Options
• Emergency Notifications • Delivery Confirmations
• Preventive Health • Preference Based Marketing
Reminders: • Messages are Fully
• Flu Campaigns Customizable
• Immunizations • Opt In / Opt Out
• Easy to Deploy
• Annual Check Ups
• 25%+ No Show Reduction
• MAM’s, PAP’s, PSA’s etc.
• Immediate ROI
• Money Back Guarantee


Standard Appointment Reminder

Hello, this is East Bay Medical. We’re calling to remind <Patient
First / Last Name> of your appointment with us on <Day>
<Month> <Date> at <Time>. If you are unable to keep this
appointment for any reason, please call us as soon as possible at
503-456-7890 to cancel or reschedule. This will allow us to offer
that appointment time to another patient. Again, that number is
503-456-7890.
We look forward to seeing you!


Sample Patient Response Options

• To confirm this appointment, press 1 now.

• To cancel this appointment, press 2 now.

• To hear this message in Spanish, press 3 now.

• To repeat this message, press 4 now.

• For directions to our office, press 5 now.

• To speak with our receptionist, press 6 now.


Dr. Baum’s “No Shows Equal No Dollars”
Investigate: Webley MD ROI Analysis:
• Determine How Many No Shows & Why # of Patients
• Identify Any Obstacles % of No Shows
$ of Lost Appt
Define High Risk Offenders: Current Methods
• First Time Patients Booked In Advance
• Repeat Offenders
• Long Wait Times Prior To Date Of Appointment
• Long Wait Times In Office Prior To Time Of Appointment
• Medicaid / Self Pay Patients

Solutions
• Send Automated Appointment Reminders
• Reserve Daily Time Slots in a.m. & p.m. for Urgencies & Emergencies
• Reserve Daily Time Slots Just For New Patients
• Instigate A Three Strike Rule
• Always Book Repeat Offenders In Late Afternoon
• Charge for Missed Appointments Source: Dr. Neil Baum
• See Patients On Time Neurologist / New Orleans, LA


Example of a Typical ROI for 3 Physician Practice

Appointments Per Day: 75
Cost of Lost Appointment: $75
Average No Show Rate: 5%
Total Monthly Revenue Generated: $118,125
Revenue Lost Based On 5% No Show: $5,906
Webley Recoverable Revenue @ 30%: $ 1,772 / Month
Cost of Webley @ $99/Provider: $297 / Month

Net Profit / Month: $1,475

Net Profit / Year: $17,699

Save Time, Money, Improve Office Efficiency & Patient
Satisfaction!


Webley MD Summary

Patient Benefits

• Increased access to caregivers
• Enhanced patient experience
• Shorter wait times

Practice Benefits

• Saves time & money
• Improves cash flow
• See more patients in less time
• Reduce print & postage costs
• Creates competitive advantage
• More time to focus on pressing matters
• Accommodates practices of any size
• SAAS model, no equipment to purchase or administrate
• Immediate ROI
• Money Back Guarantee


Communications Technology & Patient Care

“The demand on physicians to see more patients in less
time with less compensation requires more efficient
operating strategies. By streamlining communications
between doctors and patients, technology can help
physicians more effectively manage patient care.”
- Modern Physician, 1999

From Outbound to Inbound Initiatives….

7

Webley Pricing Examples

Please contact your local Webley MD
Sales Representative for information on
pricing or call 866-220-9754.


Best Practices for Results
Reporting
January 2010

Patient Results Network Corporate Overview

• Founded in 1994
• Innovator of automated lab results
reporting service
• Complete subscriber based model
• Nationwide customer base
• Many have been using PRN for over 10 years
• Delivers thousands of results 24 hours a day


Automating Test Results Reporting

Benefits of Automated Test Results Reporting
• Saves time versus making manual phone calls
• Reduces inbound call volume
• Cuts down on phone tag
• Lets patients interact with the practice at their
convenience (24/7 availability) without staff
intervention
• Delivers results securely, over the phone or
online, while respecting patient privacy


Costs of Not Automating Test Results Reporting

Manual Test Results Reporting
• “Improper communication of test results can increase risk of
malpractice liability” -
• No reliable means of tracking calls
• Patient inquiries plagued by time consuming, inefficient process
• Receptionist answers call
• Provider needs to be found (interrupting workflow)
• Charts need to be located
• Phone tag is common
• Patients ask questions unrelated to the test
• Process repeated multiple times every day
• Mailing results is expensive and time consuming
• Need to type letter, address, seal, stamp
• Costs at least $1 to mail letter
• Delay in getting result to patient
• Unclear if patient received results


No News Is Good News?

“A survey of 262 physicians found that only 41% were satisfied
with how they managed test results. Most did not have explicit
rules for notifying patients of results and many used the
dangerous practice of telling patients that “no news is good
news.”
– Agency for Healthcare Research and Quality
No news can lead to heightened patient anxiety
Patients might not be getting important test results
• Answering machine broken/full/off
• Patients out of town
• Kids rarely relay messages
• Want to hear that everything is fine


PRN Automated Results Reporting

• Results can be recorded on a telephone or from the Internet 24
hours a day
• Charts can be filed as soon as results are recorded
• Patients can be called when results are available
• Reports show the status of messages
• Patients appreciate the convenience and improved
communication of test results

“An automated test results management system can
improve patient satisfaction with communication of test
results by their primary care provider.”
- Archives of Internal Medicine – 11/12/07


Sample Patient Instruction Card

®
Patient Results Network Instructions

1) Dial 1- 800 - 448 - 8520 ——— 1 week after your test
(results will be available on the system for 2 weeks thereafter)

2) Enter provider code 1008 followed by the # key.

3) After Dr. Smith is verified TOUCH 1

4) Enter medical record number 123456 followed by the # key.
You can cal l 24 hours a day, 7 days a week.

~FAMILY PRACTICE CENTER~


Everyone is Comfortable with PRN

• Voice prompts in English or Spanish provide step by step
instructions
• Volume can be increased
• Messages can be listened to numerous times


Sample Report

• Patient ID = ID number entered for
patient
• Date = actual date message was
recorded
• Time = actual time message was
recorded
• Duration = actual recording time in
seconds
• Days on System = days since originally
recorded
• Lib Number = R-0 means a personal
message was recorded for the patient, C
means a pre-recorded library message was
used


Retrieval Data From PRN Clients


How PRN Works

Practice gives PRN Tests are sent to
Practice records
card to patients the lab for Patients can call or
results by calling
with lab results processing. Lab go online to get
PRN or going
retrieval date sends results to their results 24/7
online.
during office visit. practice.

4 Simple Steps


ROI for a Typical 3 Physician Practice

Manual Calls PRN

Time spent on 30 results/day 90 mins 15 mins
Time to report one result 3 mins 30 secs
Labor cost per day $37.50 $6.50

* 10 results a day/MD = 30 results/day, a typical nurse earns $25/hr


The Bottom Line

Under a typical scenario for a 3 physician practice:
• 20 working days a month
• Labor cost of nurse calling patients: $750/month
• Labor cost of nurse using PRN: $130/month
• Monthly cost of PRN: $300/month
• Monthly Savings with PRN: $320/month net

BOTTOM LINE: PRN Costs You Nothing


Summary

• Available 24 hours a day
• Eliminates phone tag
• Access from Internet or phone
• No special hardware or software required
• Free trial
• No contract term
• At $100 a month per provider how can
you go wrong?


Webley
Rob Gilpin / National Sales Director
866-220-9754
rgilpin@webley.com
www.webley.com

Patient Results Network
Greg Marcus / President
800-613-9050 ext. 24
greg@patientresult.com
www.patientresult.com


Making the Right Technology Investments for Your Practice

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