Focus on providing your patients with the Amazon experience and change your fortunes

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Every now and then a remarkable article is published. One that “gets it,” that captures and explains current issues succinctly and perfectly. Rebecca Pifer, associate editor for HealthCareDive (with Tony Abraham contributing) did just that in her article, “Consumerism (and Amazon) loom over #USNHoT,” published November 20, 2018. Pifer’s article is spot on in identifying the key areas of focus recommended for hospitals to improve volume and revenues. We recommend that you read it in its entirety if you want to fully grasp what the patient/consumer expects from today’s healthcare experience. And interestingly, HealthQRS has the solution to every major point in the article.

Pifer jumps right into the healthcare executive’s big fear today: the fact that Amazon is at the center of healthcare disruption and its tentacles touch almost every aspect of healthcare. She quotes Aaron Martin, EVP and chief digital officer of Providence St. Joseph Health, who spoke at the U.S. News & World Report Health of Tomorrow (USNHoT) conference: “American healthcare is currently in the same spot as the publishing industry was in 1997, when Amazon disrupted the book value chain.”[1]

At the heart of healthcare’s issues is consumerism. The fact that Amazon has perfected how to exceed consumer demands is what has made the company the global giant that it is. Hospitals who adopt Amazon’s methods in reaching consumers will attract and keep them. And HealthQRS can help you do just that in a simple, timely manner.

Pifer’s shares three main points about how to win consumers, with hospital executives weighing in on each:[2]

  1. Engagement, immediacy and convenience

The healthcare industry is really no different from the airline industry, according to Manny Rodriguez, chief marketing and experience officer at provider network UCHealth. Rodriguez says the whole idea is to get from point A (your location: unhealthy) to point B (your destination: healthy) as safely and pain-free as possible. What our patients really want is this notion of immediacy – like Netflix. What people are looking for in consumerism is convenience and, though this may be unrealistic, that’s what they want.

HealthQRS takeaway:

HealthQRS’ tagline is “Where better health takes flight.” We chose this tagline because our solution is like the Expedia of healthcare. HealthQRS’ solution allows you to provide people with a true retail experience in healthcare. We give consumers a site that allows them to shop, schedule and pay for services and medications and see actual pricing and options based on their health plans and networks. Our solution will help you comply with CMS’ Jan. 1 price transparency rule, but we are much more than a price transparency tool. Our platform has over 30 modules that work independently or all together depending upon the provider’s needs to provide a holistic, seamless, total experience for the consumer from start to finish.

We combine navigation, the capability to make an appointment, referral management (if needed), payment management and so much more than we can list here. HealthQRS has developed the only complete e-commerce platform for healthcare on the market. 

  1. A focus on the consumer starts with a focus on data and IT

Larry Hollier, surgeon-in-chief, Texas Children’s Hospitals says that as healthcare attempts to become more patient-centric, it’s key that health systems meet consumers in their comfort zone: online. People like to review an interaction before they have it. Texas Children’s used to find misleading information about its practices on Google provider sites. Now, it manages roughly 750 websites, standardizing content and inserting widgets to bring customers straight into the hospital’s online scheduling process.

HealthQRS takeaway:

It’s great that Texas Children’s is bringing customers straight into its online scheduling process. But managing 750 websites? HealthQRS’ one solution would streamline this process for Texas Children’s and allow its patients to not only schedule appointments online, but to pay for them and even arrange transportation, all from the app. And if the patient is too busy or remote to get to one of their locations? We enable telehealth connectivity as well. Our technology enables people to connect to more cost-effective, consumer-oriented healthcare options and we keep them in-network. HealthQRS integrates fully to your EHR and can also enhance your existing portals and other patient engagement solutions and improve your meaningful use numbers and increase meaningful use funds. Consumers can access your retail site and shop, schedule and pay for your services via an easy-to-use app on their smartphones or tablets.

HealthQRS is the perfect vertical application for integrated delivery networks and we can set you up with a complete, online retail site right now.

  1. Branding and ongoing relationships are a must

Adventist Health System is changing its name to AdventHealth in January as it works on internally aligning its system around the patient. Marcela Reyes, director of patient experience with Adventist Health System says that Adventist is here to build relationships for a patient’s whole life cycle.

Adventist saw its patient payment volume more than double between the second quarter of 2017 and the same quarter this year by revamping its billing process to be more consumer-friendly and price transparent.

HealthQRS takeaway:

People will flock to a healthcare provider that gives them a great customer experience. Our solution helps you do that on so many levels. People want to know what healthcare is going to cost them. With our solution, you can show them their actual out-of-pocket expenses. Our system helps consumers schedule their services and pay at the time of scheduling. If they can’t pay the full amount, they can make payments, depending on the business rules that you choose. They can easily find services and procedures and they know that they will always be in-network when they shop via HealthQRS. Our point-of-service module provides interactive scripts for your registrars and schedulers to help them have fruitful financial conversations with patients. Our scripts and solution allow your staff to actually give answers to people about their out-of-pocket instead of saying: “I don’t know.” Or, “I have no way of knowing that information.”

We provide price transparency regulation compliance, and this serves as a marketing tool for your facilities. In addition, HealthQRS allows you to be compliant with the new CMS transparency rules beginning Jan. 1, 2019 and beyond that.

Developing a solution of this magnitude didn’t happen overnight. We started with the consumer experience in mind and spent years drawing on the knowledge of best-of-breed experts to perfect, fine tune and put together this complicated, yet complete solution for medical e-commerce.

We are a software-as-a-service (SaaS), so you have no capital investment, just a low monthly fee. We also have a smartphone application that consumers can use to shop, see actual costs, schedule and pay for services with a few finger taps.

HealthQRS has over 15 years of experience developing healthcare retail experiences for people and our founders have over 50 combined years of e-commerce experience. We invite you to watch our user-friendly app video that you can use to win consumers. We also have a point-of-service solution video that may interest you. You can also check out our E-Commerce Medical Marketplace Flyer for more information. Why not contact us right now to schedule a personalized demo?

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[1] Rebecca Pifer, “Consumerism (and Amazon) loom over #USNHoT,” HealthCareDive, Nov. 20, 2018, https://www.healthcaredive.com/news/consumerism-and-amazon-loom-over-usnhot/542609/

[2] Pifer, “Consumerism,” https://www.healthcaredive.com/news/consumerism-and-amazon-loom-over-usnhot/542609/

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