Hi everyone, how are you going? Karen Finnin here. Look I just wanted to pop in today
and have a chat to you about patient flow in digital practice. This is
something that I've given heaps of thought to and I give on going thought to
with Online.Physio and that is 'What is the digital journey that the patient
goes on through the consultation process?' Now at the start this was really very
simple and a touch messy where I'd email back and forth, organize a time, jump on a
Skype call and then email a bit back and forth afterwards. That was sort of the
patient journey - they'd be backing and forthing, but over time I knew this had to
become more streamlined to make it more user friendly for the patient. We know
that with the more we do digitally these days the less friction we want when we
do things. If there's any stumbling blocks along the way patients are less
likely to continue the course and therefore have effective treatment
through an online consultation. So what I did recently was put together an actual
infographic to demonstrate our digital patient flow. Now keep in mind that this
is being built up over time, a number of years now, when you're just starting out
it's obviously much simpler than this just to get off the starting blocks but
what I want you to think about is how can it become more streamlined and
friction-free for the patient. It's really important that they know clearly
what's going to happen next and they're almost spoon fed through the process so
there's no worrying or wondering about when you're going to get back to them or
what happens next. So anyway I thought I'd show you mine and see if that might
give you some ideas of perhaps even a graphical representation that you can
create so that you're really clear on the digital flow that your patient takes
through your consultation experience, and therefore any ways that you can
streamline it and make it more friction-free for your patients. So let's
have a bit of a look. All right so this is our in-house graphical representation
of the journey that our patient takes through the consultation process. So
basically the first thing that happens on our website is that they select the
consultation type. As soon as they click on that button, they're presented with
their subjective assessment form. It's an intuitive form that leads them through a
series of questions and goes down certain pathways depending
what their answers are. As soon as they submit that form there's an automated
email that gets sent to them to confirm that the form has been received. Now from
this point there's a manual step here Once we've received a notification of the
consultation and assign it to a Physio that Physio will personally send that
that patient an email introducing themselves and asking any
extra questions that they may have generated from the subjective assessment
form. From that point the patient receives a link to complete the
simple objective tests, just a preliminary screening, and they'll be fed
through that form. At the bottom of that form is a link where they click to
schedule their video call. So we've collected a certain amount of
information before that occurs. Now automatically they then of course
receive a reminder for the video call and at the designated time the patient
attends that video call. Now from there we've got a templated report and that's
compiled into a summary for them and sent through to them with an action plan.
So that is sent through and then they receive their rehabilitation plan
through the app that we use, the exercise prescription app, from this point forward
the patient and the Physio continue to communicate and that is via secure
messaging within the exercise prescription app. That happens until such
time as the patient's access period has ended. So obviously we're very
flexible to make changes to this system if required but it's really important to
have this clear template of the process that the patient goes through. So there
you have it. I hope that's been interesting for you. I think it's really
good to have a written down patient flow so that from the patient's perspective
you're very aware of all the steps that occur in that process. From there you can
then have a look and see what of these steps or connections between steps can
become automated or automated triggers and what are the steps that need to
happen manually and are their triggers or reminders in place to ensure that
they get done. The more efficient the system is the better the experience
for your patient, but also the more time-efficient it is for you as well.
Alright guys, I hope you've enjoyed that discussion on patient flow in digital
practice. I look forward to catching you next time. Bye
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