Transforming Patient Appointments Automation Pilot Outcomes

Shoura Business Group is thrilled to unveil the impressive outcomes of our recent pilot for the Interactive Voice Response (IVR) system, conducted with a leading healthcare provider. Designed to transform patient appointment management, this pilot seamlessly integrated with EMR systems, telephony solutions, and various patient outreach channels. We are proud to showcase the remarkable successes of this initiative, highlighting how our cutting-edge technology is setting new standards in healthcare communication.

Key Objectives of the Pilot

• Boost Efficiency: Our automation engine flawlessly pulls appointments from Cerner, initiates IVR calls, and updates Cerner with zero errors, achieving seamless end-to-end automation.
• Enhance HIPAA Compliance: Centralized data management within the automation platform ensures robust data security and adherence to HIPAA regulations.
• Increase Scalability: The automation engine adeptly manages increased call volumes and adapts to future needs, supported by a real-time dashboard offering deep insights and analytics.
• Reduce Costs: By automating routine tasks, our system frees up agents to focus on more complex interactions, leading to significant cost savings.

SCALE Engine Key Capabilities

• Automated Appointment Management: The engine pulls appointments from Cerner, initiates IVR calls to patients, and updates Cerner seamlessly.
• Slot Optimization: Frees up slots for booking by efficiently managing appointment changes.
• End-to-End Automation: Achieves 100% data processing accuracy with no errors.
• Scalability: Handles increased call volumes effortlessly and adapts to evolving needs.
• Real-Time Insights: Provides a dashboard with live updates, deep insights, and actionable analytics.
• Cost Efficiency: Reduces manual tasks for agents, allowing them to concentrate on more complex patient interactions.

Key Metrics and Achievements

1. Exceptional Appointment Management
   • High Engagement: The 0-18 age group demonstrated outstanding engagement with 8,535 interactions. Patients aged 55+ also showed significant interaction and ease with the system.
   • Auto-Cancellations: The IVR system efficiently handled auto-cancellations, showcasing its prowess in managing appointment changes.
   • High Confirmation Rates: Achieved 7,044 confirmed appointments through the IVR system, underscoring its effectiveness.
   • Overall Satisfaction: Out of 20,900 feedback calls, 2,289 responses revealed that 71.42% of patients were very satisfied with the service.
   • Service Time Satisfaction: An impressive 70.02% of patients reported being very satisfied with the service time.
   • IVR Data Cleansing: Achieved a flawless 100% efficiency rate with 31,470 records.
   • System Availability: Maintained 100% system availability throughout the pilot.
   • Self-Service Utilization: 36% of answered calls utilized the self-service confirmation feature, with 80% of these completing the process successfully using their YOB.
   • Cancellation Success Rate: The IVR-EMR appointment cancellation success rate was 100%, with 860 successful self-service attempts.
   • Personalized Feedback: The IVR-based feedback completion rate was a solid 16%, reflecting a positive reception for this new service.

SCALE Actionable Data and AI-Driven Features

Our SCALE engine has driven exceptional outcomes through actionable data and AI-driven features:

• Reducing No-Shows: AI-powered solutions predict patient behaviors, enabling proactive outreach and timely appointment reminders.
• Maximizing Slot Utilization: The quick-win interface facilitates the rapid rebooking of available slots, optimizing usage and streamlining operations.
• Automated Cancellations: Seamlessly supports self-service cancellations through both outbound and inbound calls.
• Improved Patient Care: Enhances patient experience by reducing wait times and efficiently filling appointment slots.

Shoura’s IVR pilot with a prominent healthcare provider has established a new benchmark in patient appointment management. Our advanced IVR system and SCALE engine have achieved remarkable success in boosting efficiency, ensuring compliance, and enhancing patient satisfaction. For more information on how our innovative solutions can elevate your practice, contact us today. Let’s work together to drive excellence and innovation in healthcare communication!