Not Another Number: Expanding Access to Care Through a Focus on the Patient Experience
Swedish Medical Center (Swedish) operated with an outsourced patient access center that delivered a low call-to-appointment conversion of 28%. Through investments in a Seattle-based, in-house access center and a technology platform that provided the new liaisons with accurate provider data across their seven campuses, they were able to realize significant productivity gains (18%), efficiency and conversion gains (136%), and an increase in first call resolution (19%) one year post-implementation.
Download the one-page storyboard below.
Members, to view this protected content, log in above.
Related Resources
Magazine & Journal Articles
Several years ago, Saint Francis Healthcare system launched its first "Pink Up" campaign, which was designed to increase breast cancer awareness,…
Magazine & Journal Articles
How can marketing and public relations practitioners help their organizations make a measurable difference in population health? At Onslow Memorial…
Magazine & Journal Articles
In response to consumer demands for simple, affordable service, Jefferson Health—a health system in the Philadelphia region that includes 14…
Presentation Resource
As health system leaders, this means we’ve scoped our value proposition to address patient issues — when we should really be scoping our value…
Presentation Resource
This presentation will discuss how this framework can guide health system responses to the opioid epidemic, highlight insights from patterns in…
Presentation Resource
This session will assess University of Michigan Health System’s approach to implementing virtual health, and present an evaluation framework and…