Uncover the ROI of Patient Engagement

webinar

Uncover the ROI of Patient Engagement

Presented by John Sung Kim & Molly Maloof, MD November 18, 2015

@GoKareo

Agenda

2

Agenda

2

• Welcome & Introductions

• Uncover the ROI of Patient Engagement

• Kareo’s Role

• Questions

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Speakers

Molly Maloof, MD

University of Illinois College of Medicine

General Practitioner in San Francisco focused on health optimization.

Advisor to early stage health technology startups

Digital health advocate

Medical Advisor to Kareo

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Participate via Social

We’ll be live tweeting during today’s webinar

How to participate:

1) Follow @GoKareo on Twitter

2) Follow @LeaChatham on Twitter

3) Search for #KareoTip

4) Join the conversation using #KareoTip

twitter.com@GoKareo

facebook.com/GoKareo

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Speakers

John Sung Kim

Technology evangelist at Kareo

Previously, CEO of DoctorBase

Founder and founding CEO of Five9

Consultant to startups and

government organizations

(RingCentral, Qualys, the State of

California)

@GoKareo

Agenda

6

Agenda

6

• Introductions

• Uncover the ROI of Patient Engagement

• Kareo’s Role

• Questions

Defining Patient EngagementDifferent people define differently!

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Patients as Consumers

• Patients top 5 engagement features:

• Email their doctor (62%)

• Book appointments online (50%)

• See online reviews (76%)

• Get text reminders (40%)

• Medical records online (75%)

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Provider Perceptions of “Patient Engagement”

75% of physicians stated lack of

reimbursement was primary barrier for not

using secure messaging to communicate

with patients.

(2004 Inform Survey of Primary Care

Physicians)

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• Loss leader activity.

• Time consuming.

• Expensive IT.

• Ongoing maintenance.

• Compliance and liability issues.

Provider Perceptions of “Patient Engagement”

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How Large(r) Health Systems “Engage”

An average hospital can have an ROI of

733% on reducing readmissions through

smartphone app features (condition

education, after discharge contact and

education, online appts), and a 1,560% ROI

in total on patient engagement.

(Axial Exchange Study)

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How Large(r) Health Systems “Engage”

• Priced into premiums / co-pays / fees.

• Leverage secure messaging to offload unprofitable or follow-up

appointments.

• Use post-discharge automated messaging to reduce

readmissions.

• Use patient engagement technologies as brand differentiator.

• Use engagement tools to measure patient satisfaction and

increase new patient referrals.

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How Small(er) Practices “Engage”

“Some practices are gaining 20% of their

new patients from web publishing (social

media, etc.”

(Forbes, October 2012)

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How Small(er) Practices “Engage”

• The Three “R’s” of Profitable Engagement

• Reminders

• Reviews

• ReCare

• Additional functions practices can implement:

• Online booking

• Mobile websites

• Secure messaging

• Clinical Content Marketing on free “Q&A” sites

RemindersThe Top of the Funnel

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Facts on Reminders

• 40% of patients willing to switch to a

doctor who offered email.

• 40% of patients want text reminders.

• Use of email and text reminders reduced

appointment no-shows by an average of

38%

• The average revenues saved per

independent practice using automated

reminders was $2,938 to $30,506

depending on the size and specialty of the

practice.

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Case Study – WestGate Skin

• Single provider dermatology practice in Austin, TX.

• Send 1,800 email and text based reminders per month: 900 emails and 900 texts.

• Seeing 18+ appointments per day.

• Manual calling for appointment reminders took office staff 70 minutes per day (including repeat calls and voicemails callbacks).

• No-shows dropped by 70% - 80%.

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Reminder System Tips

• Fully train staff how to set up automated text and email

appointment reminders.

• Test it out first on a staff’s email so you understand the patient

experience.

• Start with an automated text or email (or both) a week before

each appointment.

• A day or two before, move on to a more involved reminder like an

automated text, email with a confirmation prompt.

ReviewsThe New Currency of Social Media

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Reviews

• How do reviews affect annual revenues?

• Public perception about reviews

• Good + Bad mix lifts trust factor

• What to do about negative reviews

• Understanding TOS and EULA

• Proper responses

• Asking for removal

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Reviews – Dr. Scott Kramer, OB/GYN

• Single location practice.

• Has generated 251 positive social media

reviews over 36 months, an average of 6.8

per month.

• Ranks #1 in Google for “Dr. Scott Kramer.”

• Average 4.75 star ratings on first page of

search results for his brand across multiple 3rd

party sites.

• His published reviews are read 3 to 5 times

per day, generating an average of 1 potential

patient phone call per business day.

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Review Automation System Tips

• Use a multi-site approach to send your patients to review

(Google+, Yelp, HealthGrades, etc.).

• Use a “Safe Harbor” review system to prevent negative reviews

from becoming posted automatically online.

• Respond to negative reviews immediately.

• Understand the TOS and EULA of websites before requesting a

negative review be removed from a 3rd party site.

• Send “engagement” messages such as appointment reminders

and re-care messages before asking a patient for a survey or

review.

ReCareLeveraging Existing Patients for Maximum Revenues and Care

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ReCare

• Defining the types of ReCare

• Post-visit messaging

• Condition specific or generic

• Routine visits reminders

• Patient response rates

• Does condition specific ReCare

messaging increase non-compensated

workload for providers and staff?

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ReCare – Bednar Cosmetic Surgery of Charlotte

• Solo practice in Charlotte, NC.

• Over the last 38 months, the

office has sent 4,730 re-care

messages to existing patients, for

an average of 125 re-care

messages sent per month.

• Sends re-care messages through

email.

• This office has seen a near 55%

open rate by patients of trackable

re-care emails sent.

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Re-Care System Tips

• Set reminders for staff to create seasonal re-care messages for

periods such as flu season, back to school season, etc.

• Set re-care messages to go out to patients for their milestone

birthdays. For example, prostate exams for men on their 50th

birthday.

• Take great care to test out how your re-care messages appear to

patients on both iPhones and Android phones.

• As great subject lines can make significant differences in the open

rates of re-care emails, ensure your emails have eye-catching

content and are to the point.

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Conclusion

• Patient Engagement:

- Is more than just a buzzword.

- Is a consumer experience – convenience!

- Can increase patient loyalty and word of mouth referrals.

- Can lead to more glowing reviews.

- Can be accomplished through re-care messaging.

- Can have a positive return on investment!

@GoKareo

Agenda

29

Agenda

29

• Introductions

• Uncover the ROI of Patient Engagement

• Kareo’s Role

• Questions

@GoKareo 3030

Discover Kareo’s Role

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Medical Billing Services

Practice Marketing & Patient Engagement

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Discover Kareo’s Role

DoctorBase Practice Marketing

& Patient Engagement

• Appointment reminders

• Recalls

• Email & text communications

• Patient surveys

• Website & SEO

• Online reviews

• Provider directory

• And more

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See how your medical practice appears online

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• 77% of patients search online before making an appointment with a medical provider

• Instantly scan 60+ directory listings including HealthGrades, Vitals, Yelp, and Facebook

• Gather, manage, and update all you practice information in one place

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Agenda

33

Agenda

33

• Introductions

• Uncover the ROI of Patient Engagement

• Kareo’s Role

• Questions

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