Virtual Triage: Improve Patient Access
- Facing challenges from outdated contact centers and patient demands for better experiences,health systems are increasingly implementing virtual triage.The move addresses long hold times and the need for more...
- Approximately 30% of calls to health system access centers require some form of triage.
- heather Francis, RN, MBA, clinical director of digital integration for Banner Health, and Reed Smith, MBA, vice president of digital and innovation at Ardent Health Services, presented real-world...
virtual triage revolutionizes patient access,a critical step for modern healthcare. News Directory 3 reports on how leading health systems like Banner Health and Ardent Health Services are transforming patient experiences by implementing virtual triage solutions to combat long wait times and overwhelmed contact centers. This strategy leverages both cutting-edge digital tools alongside clinical expertise which reduces the burden on customary contact centers. Evidence-based scheduling streamlines phone interactions, ensuring patients connect with the appropriate level of care swiftly.Addressing the 30% of calls requiring triage, this approach improves efficiency and satisfaction. Discover what’s next as healthcare continues to evolve.
Health Systems Turn too Virtual Triage to Improve Patient Access
Facing challenges from outdated contact centers and patient demands for better experiences,health systems are increasingly implementing virtual triage.The move addresses long hold times and the need for more efficient patient access.
Approximately 30% of calls to health system access centers require some form of triage. Though, non-clinical agents frequently enough lack the necessary expertise to determine the appropriate level of care. Many patients also prefer self-service, digital options, reducing their reliance on customary contact centers. This shift highlights the importance of virtual triage and evidence-based scheduling.
heather Francis, RN, MBA, clinical director of digital integration for Banner Health, and Reed Smith, MBA, vice president of digital and innovation at Ardent Health Services, presented real-world implementation experiences. Matthew Hanis, executive vice president at MedChat, and Don Bauman, CEO at Isabel Healthcare, also participated.
What’s next
Health systems will likely continue to expand their virtual triage capabilities to meet patient expectations for convenient and efficient access to care. The integration of digital tools and clinical expertise will be crucial for optimizing patient outcomes and reducing the burden on traditional contact centers.