Improving After-Hours Patient Care

Women’s Care of Beverly Hills Medical Group

 

 

CASE STUDY

March 2018 Update

 

Women’s Care of Beverly Hills is an elite group of seven physicians and a Nurse Practitioner serving the women of Beverly Hills and surrounding areas. They understand how important it is for patients to be able to reach a provider for the 16 hours per day the office is closed and over the weekends. They have experienced years of frustration being on call. The doctors became dissatisfied with their inefficient, inaccurate and outdated answering service. After all, the after-hours answering service industry hasn’t evolved for the last several decades—despite revolutionary web and mobile app technologies that have improved the way the world communicates. Historically, offices had only three types of answering services from which to choose:

• Voicemail-based services

• Operator services (including nurse hotlines)

• Call-forwarding systems (transfers directly to pager or cell phone of Provider)

Women’s Care of Beverly Hills relied on a voicemail-based system. Patients would call the office number and be directed to a voicemail where they would leave a message. The provider on call was notified by text of the new message and would call the voicemail box to retrieve it. Too many times, the message was indecipherable, or patients would forget to leave a call back number, date of birth, or number of a pharmacy that was open. Imagine the true sense of worry and frustration experienced at 3 AM after listening to a voicemail message from a frantic husband of a pregnant and bleeding patient who would forget to leave a call back number—or to call the patient back only to reach their voicemail. The physicians would scribble down notes and phone numbers while barely awake, during dinner with friends or family, or at an event. Additionally, there was no way to document the encounter in real time. The next morning the office staff would again listen to, transcribe, and assign each voicemail message from the previous evening or weekend to the on-call provider for medical record documentation.

WCBH considered operator services, but they too were inherently inaccurate, relying on an intermediary to transcribe patient data and requests to the provider. Operators don’t consistently capture the most important details of a patient message despite being a costlier option. Patients typically don't like to speak with an intermediary because of privacy issues and not to mention the real possibility of speaking with a rude operator during a time of need. Likewise, these services don’t offer a HIPAA compliant method for providers to document after-hours encounters in real-time. Most importantly, these systems do not track or ensure message completion—leaving the provider vulnerable to malpractice liability.

The physicians of Women’s Care of Beverly Hills needed the best after-hours communication system for their patients – and Call Simplified delivered. Call Simplified is a game-changing after-hours messaging system that has revolutionized how doctors deliver after-hours care. For the past three years, WCBH has relied on Call Simplified to provide the highest quality, most efficient, and cost-effective platform for patients and providers to communicate after-hours. The service has processed over 4,500 patient requests with no interruptions.

 

Here’s How it Works:

The patient clicks on the WCBH website secure “After Hours Care” link from their mobile phone or leaves a voicemail. The provider’s Call Simplified App receives the patient message. All messages are monitored and tracked to completion. Providers call patients and/or pharmacies anonymously with one-click, document within the App and can send a secure HIPAA compliant text message to the patient. The office staff can then easily transfer all the details of the after-hours communication into the patient’s medical record in one step.

WCBH has reported being three times more efficient at providing care and documenting the encounter when patients use the online, customizable form, and twice as efficient when the patient leaves a voicemail. When a patient has an after-hours issue/emergency, the providers of WCBH require and now receive:

• Patient name

• Date of birth

• List of medication allergies

• Their primary physician in the group

• If the issue is a true medical emergency

• Patient call back number and if they agree to receive a secure message reply

• Pharmacy phone that is verified to be open, if request requires prescription.

WCBH can now offer new revenue generating services to patients that were previously impossible implement without Call Simplified.

These electronic and non-face-to-face encounters with patients are billable by CPT codes for reimbursement. Additionally, if a patient desires a non-urgent after-hours consultation for a non-covered issue that could ordinarily wait until the next business day they agree to pay an after-hours administrative fee. WCBH can now offer revenue generating after-hours services to patients that were impossible before Call Simplified.

Women’s Care of Beverly Hills offers a unique service to provide the highest quality, most efficient and cost-effective platform to connect patients with a doctor after 5PM and on weekends. Call Simplified—quite simply—answered the call.

About Priority Reply Networks: Founded in 2015, Priority Reply Network focuses solely on connecting people with urgent needs to high value service providers using simple and secure web and mobile technologies. Call Simplified is the first health application of PRN's vitally important communication technology stack that reduces the use of antiquated, voice driven and multi-step person assisted workflows. This patent pending platform is the most accurate and secure way for patients to communicate with their healthcare provider for urgent matters. Healthcare practices, ACO's and EHR's can improve after-hours patient care through data driven communications while decreasing physician workload.

For more information, please contact us:

www.callsimplified.com
info@callsimplified.com
+1 323 405 4596

www.callsimplified.com/studies