Data mobility enables better patient care

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MedCity News

Better health seeks to reduce frictional losses in healthcare by simplifying the first mile of the patient journey through consumer-centric planning and communication and by making better patient data available to providers.

According to CEO and Co-Founder Greg Peters, BetterHealthcare started out as a niche player in physical therapy. In a phone interview, he talked about how the company has used technology and data to improve the patient experience.

The company is focused on improving the first phase of the patient journey while collecting critical data to help providers retain patients and improve referrals within their physician networks. The company’s approach aims to improve patient admission, scheduling, and management forms.

A critical part of this process is giving patients the option to choose whether they would prefer a personal doctor appointment or a home visit or telemedicine appointment.

In an audit of 167 of the largest health systems in the country, more than 60% of them showed leaks. One reason for this is the difficulty that, according to BetterHealthcare, patients can book an appointment with certain providers online when and where they want. Some only offer a “call to book” appointment option, which is not an option for most professionals with long hours.

According to Peters, many providers only use older platforms, outdated technology, or forms as part of their patient planning tools. By providing patients with an interoperable planning platform who can access care where it is convenient and convenient for them, providers can keep a greater proportion of their patients. This is especially important when patients need a specialist.

Greg Peters

Peters explained that the company formerly known as BetterPT initially focused on physical therapy because patients using PT are such a diverse group from young athletes to seniors.

“It is the broadest group of patients. Everyone has a relationship with musculoskeletal health. We had the chance to see a very broad audience very early on and that really convinced us that we can make a difference, ”said Peters. “PT has very, very tight reimbursements so they are very price sensitive. They’re not exposed to a lot of tech and are truly owner-managed outside of hospitals. I am referring to physical therapists who run their own business and are trying not only to run their business and treat patients, but also to grow their business. So we really have the opportunity to refine our platform and create structured data around this first mile of the patient journey. “

As the company expanded its customer base beyond PT practices in recent years, it was renamed from BetterPT to BetterHealthcare. Last year it reached a critical customer milestone – its planning platform is now used in more than 1,000 healthcare facilities. Peters said he and his team spent time this year building the company’s data capabilities.

“As we begin to unpack some of the things we can do for some of the larger clients outside of the physical therapy office, I am thrilled with the possibilities,” said Peters.

A fundamental mistake providers make is, according to Peters, not fully understanding who their patients are. In order for providers to grow their business, they need to better understand their patients ‘wants and needs and implement solutions that meet their patients’ expectations. Patients can be your best source for referrals from a provider. If you have a good experience, you will tell all your friends. But on the other hand, if they have a bad experience, they will also share that experience widely.

Peters believed that if providers had a better understanding of patient behavior, they would help them better navigate the patient, rather than inadvertently making the patient experience more difficult than it needs to be.

“Patient behavior has not really been studied. This is what everyone is trying to find out: ‘Why am I going to your organization and another patient not?’ I think when you start to use the data about your patients and when they want to convert, how they convert, whether on mobile devices or on a laptop, you start to really look at the behavior. When you can start learning and unlocking the parts of the behavior and meeting patients where they are, things really start to optimize. The result is higher sales, more patient acquisition, happier patients and more efficient reception, and all of the pieces are starting to come together. But in order to do that, you have to understand who that person is on the other side that you are trying to reach. “

Peters added, “If you don’t pay attention to who your patient is, you certainly won’t benefit from a happy patient.”

To be successful, healthcare providers need to leverage innovative technology solutions to support the patient experience to improve access, transparency, and flexibility of healthcare. Creating a cross-channel experience will create significant value for both providers and patients.

Photo: LumineImages, Getty Images

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