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Webinar Highlights: Using Patient Feedback to Fix Broken Access Channels in Healthcare
Ziv Gidron Head of Content, Hyro
Webinar Highlights: Using Patient Feedback to Fix Broken Access Channels in Healthcare

Is Patient Access Broken?

We surveyed over 1,500 US patients to answer that question, and the results are alarming:

  • 23% of patients neglect to cancel appointments due to the lack of an online option.
  • 21% delay or skip refilling prescriptions because of long hold times and cumbersome processes.
  • A staggering 80% believe there should be more self-service options available.

Patient demands are clear: easier access to care.

So why are most health systems struggling to keep up?

In an era of rapidly evolving consumer expectations, healthcare leaders are turning to patient feedback to enhance access and services. This critical dialogue was the focus of our recent webinar, “Handle with Care: Using Patient Feedback to Fix Broken Access Channels,” featuring patient access experts Mona Baset, Vice President of Digital Services at Intermountain Health, and Jim Economou, Vice President of Patient Access Connect Centers at Endeavor Health. They shared industry-tested lessons on how healthcare systems can better meet patient needs by leveraging digital tools and thoughtful process-design.

Let’s explore some of their key insights:

Technology as a Catalyst for Better Patient Access

Endeavor’s Jim Economou emphasized technology’s transformative potential in healthcare. “The industry is making significant strides with AI-powered assistants and conversational AI agents that provide real-time answers,” he said. These innovations dramatically reduce wait times and allow live agents to focus on more complex problems.

However, Economou also acknowledged ongoing challenges, such as complicated phone menus and automated call disconnections that frustrate patients. “These issues may be worsening, or at least that’s the perception,” Economou stated. Finding the right balance between advanced technology and user-friendly systems is essential for rebuilding patient trust.

Focusing Relentlessly on the Consumer

Mona Baset stressed the importance of adopting a consumer-centric approach. “We’re missing a complete focus on the consumer. If we prioritized understanding and responding to patient behavior, we wouldn’t have these patient access issues,” she explained.

Drawing on her experience at Bank of America, Baset highlighted the necessity of anticipating consumer needs, a core principle in the financial services industry.

Baset also shared how Intermountain Health leveraged patient feedback and data to drive improvements, “We completely redesigned our website, developed new features, and expanded online scheduling, among other initiatives.”

Mona Baset
Mona Baset, Vice President Of Digital Services At Intermountain Health

Overcoming Operational Inefficiencies

Both panelists addressed the operational challenges often associated with healthcare mergers. Jim Economou detailed Endeavor Health’s experiences, including managing multiple telephony platforms and Epic instances due to recent acquisitions. “We must standardize processes and improve communication to deliver a seamless patient experience,” Economou emphasized. While these internal complexities exist, the ultimate goal remains to enhance patient care through consistent and clear communication.

Empowering Teams and Continuous Improvement

Empowering teams to solve problems is crucial for ongoing improvement. Baset highlighted this by sharing how her team at Intermountain Health achieved significant advancements in patient access metrics. “We provide our teams with clear goals and empower them to find solutions,” she said. This approach resulted in substantial improvements, including a 35% increase in patient satisfaction and an 85% reduction in call abandonment rates.

The Importance of Omnichannel Access

Addressing a question about the importance of providing omnichannel access to patients, Economou underlined the need for diversified communication methods. “Identifying the preferred communication channels of each patient is crucial,” he stated. Baset echoed this sentiment, adding that offering multiple engagement options—such as phone, online portal, or voice assistant—ensures that patient needs are met in the most convenient way possible.

Jim Economou
Jim Economou, Vice President Of Patient Access Connect Centers At Endeavor Health

Final Thoughts and Looking Forward

The webinar underscored the importance of continuously listening to and responding to patient feedback to enhance access channels. A consumer-centric approach, coupled with technological advancements and empowered teams, emerged as essential strategies. Concluding the discussion, Baset emphasized, “We must prioritize the consumer in all our endeavors and consistently adapt to their evolving needs.”

As healthcare continues to evolve, the insights shared by these industry leaders offer a valuable roadmap for improving patient access and satisfaction. For those eager to dive deeper into the future of digital front doors in healthcare, the upcoming Digital Front Door Day 2024 promises to provide additional expert perspectives and actionable strategies.

Watch the full recording of the webinar here. 

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About the author
Ziv Gidron Head of Content, Hyro

Ziv is Hyro’s Head of Content, a conversational AI expert, and a passionate storyteller devoted to delivering his audiences with insights that matter when they matter most. When he’s not obsessively consuming or creating content on digital health and AI, you can find him rocking out to Fleetwood Mac with his four-year-old son.

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