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Transforming Healthcare Costs and Patient Value with CPaaS

Posted by Allison Boccamazzo on June 14, 2018 at 10:47 AM

Emerging digital technologies like AI, IoT and data analytics have become essential for enhancing patient care, improving healthcare efficiencies, and better controlling costs. With the industry steadily digitizing,
Communications Platform-as-a-Service (CPaaS) represents a critical tool for success.   

Transforming Healthcare Costs and Patient Experience Using CPaaS Many providers already leverage CPaaS for such things as sending automatic appointment reminders and patient surveys, yet there are several other ways the technology can be used to improve costs, value and care. Here are a few to consider:

  1. Real-time scheduling on patients’ personal calendars: Minimizing no-shows is critical for improving quality of care and correcting one of the industry’s greatest profit leakages (in the U.S. alone, it’s estimated that no-shows cost upwards of $150 billion per year). See this example of real-time scheduling from MyHealthDirect in partnership with Microsoft Office 365.


  1. Real-time physician alerts: Saving a life can be as simple as alerting the right person at the right moment. Consider a program developed at the UCSF Medical Center in San Francisco: linking a hospital’s EHR system to its scheduling software, the program can send automatic texts to hospitalists in the event that a patient gets readmitted.


  1. Real-time appointment scheduling from mobile app, website or patient portal: The value of online patient scheduling is currently estimated at $3.2 billion, with 58% of patients preferring to book from a website or mobile app without having to call the office. Using CPaaS, providers can integrate real-time communications into scheduling applications to deliver this anywhere, anytime functionality.


  1. Automatic notifications of when bills are due: With 74% of patients having paid a bill at least once over their portal, it would benefit providers to automatically notify users in real-time of when bills are due. Doing so enhances quality of service while accelerating revenue flow.


  1. Video chat for clarifying documents/information: Providers can embed video chat into apps and workflows to ensure patients know exactly what they need to bring for upcoming appointments (research shows patients forget up to 80% of medical information or recall it incorrectly).


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