Big Data analytics has become a critical component of a Healthcare provider’s means of surviving in an ever-growing competitive landscape. They rely on statistics, metrics and measurements to identify relationships that help improve patient care, reduce mortality rates, provide better service and reduce their costs. However, as a Healthcare provider, an important data source you often overlook in your analysis is Communications Activity within your organization. That includes all incoming/outgoing calls, IM/Texts, Conferencing, Video Calls and File Sharing. These Collaboration events enable your Healthcare entity to improve communications, speed the sharing of critical data and, ultimately, improve patient care while reducing your costs.
But there is more to Communications Activity Records than just documenting the fact that Physician “A” spoke with Patient “B” on September 28, and they spoke for 26 minutes. That’s nice to know, but when that data is included in your Big Data analytics, you can leverage Communications Activity Records to demonstrate, for example, a positive impact on reducing Patient Readmission Rates, which is critical for your Medicare/Medicaid reimbursements.
How does that work?
I speak with Healthcare clients every day and many of them are beginning to include communications metrics to help evaluate numerous parts of their operations. Specifically, applications for Communications Activity Records in Big Data can include:
- Timeliness of post-surgical calls as it relates to the Patient Readmission Rate
- In other words, if a Nurse Practitioner calls a post-surgical Patient faster, does that help the Patient in their recovery and does it reduce the readmission rate?
- How does that lower readmission rate impact Medicare/Medicaid reimbursements and, therefore, profitability?
- The time-in-queue and the number of abandoned calls to key hospital contact areas (e.g., Scheduling, Billing, Pharmacy, ER) as a component in calculating overall Patient Satisfaction Levels
- Evaluate changes in staffing in key areas that reduce wait times and abandoned calls to see how this impacts your overall Patient Satisfaction Levels
- Look at the total number of communications interactions between a Patient and hospital personnel and match that statistic to overall changes in Patient Care Outcomes and Patient Satisfaction Levels
- Take that analysis one step further and determine what types of communications (Voice Calls, Video Calls, IM) are most impactful and appear to have the most impact on the Patient
- Evaluate the effectiveness of Tele-Health versus in-person office visits
- Match Tele-Health events to Patient Outcomes
- Leverage results to make improvements in Tele-Health procedures
The old adage states that, “The way you communicate tells a great deal about the success or failure of your organization.” That couldn’t be more true than in the case of Healthcare providers. It’s very inexpensive to collect this data with a Call Reporting software solution and the rewards, in terms of assisting you with identifying opportunities to improve your operations, are significant!