SironaHealth tele-services improve the delivery of care.

Patient Acquisition and Awareness

The Future of Physician Referral and What It Means for Hospitals

Hospital marketers have used physician referral to build awareness of their practices, facilitate new appointments, and increase in-network transfers of care for years.

In 2014, referral will remain an important marketing tool for hospitals. However, the industry wide shift towards population health management has shoved physician referral right in the middle of new healthcare delivery models (e.g. ACO and PCMH).

As hospitals adapt to this healthcare shift, they must be prepared to transition this service beyond the marketing silo and implement it across all their health management programs.

The only trick is knowing how.

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Triage & Health Advice

The Student, the Thermometer, and Your Nurse Triage Strategy

"Can we provide students with thermometers? They never know what their temperature is!" ~ SironaHealth RN

This is my favorite quote from SironaHealth's 2014 company kick-off meeting. 

It speaks volumes about the nurse triage process. Specifically, it addresses the reality that the triage encounter begins before the patient picks up the telephone.

As you've likely inferred from the quote, SironaHealth partners with Universities across the country to connect students with a registered nurse anytime, day or night. Just like the other patient populations we serve (Medicare, Medicaid, affluent, rural, urban, etc.), students utilize the service a little differently and require some unique pre-service communication.

This leads us to an often overlooked aspect of inbound clinical services. 

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Enhance Patient Access

The 5 Pillars of Enhanced Patient Access

Like many other healthcare providers and payers, you've got a patient access problem. 

It's not that patients aren't aware of your services, or even that they aren't reaching out to you when they decide to seek care.

However, when they do reach out to you, you're unable to respond to their questions, connect them with the appropriate resource, or schedule appointments in a timely matter.

The result is a pretty lousy patient experience and a lot of missed opportunities for your clinical team to impact patient outcomes.

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Prevent Readmissions Post Discharge Follow Up

7 Steps to Improving Comprehension of Patient Discharge Instructions

Patient compliance with post hospital care instructions continues to be a stubborn obstacle for healthcare providers of all sizes.

In fact, it remains one of the biggest challenges healthcare providers face when managing patient care transitions

Not only does instruction non-compliance put patient health at risk, it can significantly impact the perception of care the patient has of their overall hospital stay. Simply said, poor experiences during and after discharge (many of which can be avoided by following instructions) can leave patients feeling dissatisfied with the healthcare they received, regardless of otherwise exemplary service. 

Following up with patients after discharge via the telephone is critical to finding out why they don’t follow their post hospital instructions. But how do you ensure your follow up process will help you uncover (and remove) these barriers to compliance?

Here are the seven steps you need to follow to improve the comprehension of post hospital care instructions.

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Increase Patient Access & Compliance Referring Physicians

How Do Hospital Marketers Ensure They Are Protecting PHI?

Why should hospital marketers be concerned about their ability to secure Protected Health Information (PHI) under the new HIPAA regulations?

Almost all healthcare vendors that provide Service Referral, Physician Referral, and/or Class Registration have no external verification of their ability to protect PHI under HIPAA and HITECH regulations.

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Improve the Patient Experience

Want to Improve the Patient Experience? Commit to Process Improvement

It’s important to realize that there isn’t a single silver bullet that will solve all your patient experience problems.

The only way to significantly improve the quality of care you provide (and the perception patients have of that care) is to methodically identify and fix areas of your service that negatively impact patient care.

This means that continuous process improvement must become part of your organization's operational DNA, where every employee is held accountable for how they impact patient satisfaction and how they will fix any service issues that are discovered.

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Enhance Patient Access Patient Engagement

4 Ways to Boost Healthcare Engagement with Welcome Calls

As the saying goes, “you never get a second chance to make a first impression.”

For a health plan welcoming a new member, this is exactly the case. A friendly and personalized outreach to a new member is an important touch point, not only to benefit the member, but also to benefit the health plan. 

As millions of people will have access to insurance for the first time, you'll want to ensure they understand their new benefits and guide them on how best to utilize healthcare. 

This means reaching out to members using personalized welcome calls. Below are four ways that you can make these new member welcome calls a central part of your population health and engagement strategy. 

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Prevent Readmissions Increase Patient Access & Compliance Triage & Health Advice

Why Your Post Hospital Care Program Needs to Offer Inbound Support

When we think about helping patients transition out of the hospital, a lot of emphasis tends to be placed on outbound engagement.

For our part, we've devoted a number of articles on The Care Transitions Journal to post discharge follow up—outbound telehealth programs that have a positive impact on both patient health and experience outcomes. 

That said, outbound engagement is only part of the larger transitional care narrative.

Outbound post discharge follow up engages patients after they leave the hospital to identify and resolve any gaps in knowledge the patient has about their post hospital responsibilities. It also addresses any presenting symptoms before they can develop into complications that often lead to readmisson.

But what happens if issues arise when a follow up call isn't scheduled?

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Post Discharge Follow Up Improve the Patient Experience

The Secret to Effective Post Discharge Telephone Scripts

When conducting patient follow up calls, the last thing any team should do is "wing it."

You need an established process that guides nurses, case managers, and transition specialists through each patient call.

Moreover, you need to be able to initiate and coordinate subsequent follow up activities by the patient's care team in a consistent and trackable way (which will likely include multiple local healthcare resources). 

One of the best ways to manage and monitor your follow up team's processes is to utilize patient interaction scripts (more commonly known as post discharge telephone scripts). These scripts ensure your follow up team provides consistent, personally relevant interactions and guidance to each patient.

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Triage & Health Advice

Truth in Packaging: All Nurse Advice Line Services Are Not Equal

There are two central questions to be answered when evaluating Nurse Triage and Advice services: Can your vendor really sign a Business Associate Agreement (BAA)? and, Is your Vendor providing a Nurse Answering Service or a Quality Nurse Triage Service?

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