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From Silos to Synergy: Key Communication Integrations at Roper St. Francis
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Traditional waiting rooms complicate patient visits in two important ways:
A virtual waiting room, on the other hand, minimizes discomfort while protecting patients and staff by reducing their risk of exposure to illness, benefits brought to the forefront during COVID-19. Possible side effects of a virtual waiting room include more pleasant patient encounters, increased provider and patient satisfaction, and improved health outcomes.
May 2020, 90% of patients globally reported that care quality during surges in virtual care was as good or better than care quality prior to COVID-19.
If you’ve been out to eat at a restaurant in the past few years, even pre-pandemic, you may have noticed a change in the experience of waiting for a table. Rather than asking you to stay within earshot while you wait, today’s hostess will likely request your cell phone number and offer to text you when your table is ready.
The text-to-table process makes the entire experience feel more personal, comfortable, and customer-centric. That’s because waiting is less unpleasant when you are free to do what you want—where you want—until the moment your turn arrives. Now, the same experience has become essential in healthcare to minimize patient discomfort and protect public safety with social distancing.
A virtual waiting room (aka mobile waiting room, zero-contact waiting room, or curbside check-in) is a service that allows patients to check in using their mobile phone and notifies them through a direct text message when it is their turn to be seen by the doctor.
An ideal virtual waiting room can serve two purposes:
Both purposes improve the patient experience and encourage healthy practices.
31% of patients say they are uncomfortable visiting a doctor’s office and 42% are uncomfortable visiting a hospital.
Traditional waiting rooms that require patients to touch shared surfaces and breathe shared air are beyond uncomfortable—they can be unsafe. Virtual waiting rooms enable social distancing to support a better patient experience and better outcomes.
Another risk tied to traditional waiting rooms involves staff and patient satisfaction. What if your patients and staff begin to correlate your organization with frustrating environmental factors beyond your control? A virtual waiting room helps you prevent your healthcare organization from being associated with pesky sounds, smells, people, and boredom that can easily be avoided.
As demand rises for a safer, more comfortable healthcare experience, virtual waiting rooms are the key to getting patients in the door while increasing their odds of leaving satisfied.
Video visits are another great way to prevent unnecessary exposure to illness. Organizations looking to implement both video visits and a virtual waiting room should talk to their vendors about integration. Ideally, the same virtual solution used to help manage in-person patient visits can be adapted to also queue up video appointments, allowing providers and patients to indicate when they are ready.
In short, work with what you’ve got. If you have a patient engagement solution that can also facilitate a virtual waiting room and video visits, talk to your vendor about the next steps for launching your virtual waiting room.
If you do not have a solution for two-way texting or video visits with patients, or if you are looking for a replacement/upgrade to your current system, focus on finding a solution that can do the following:
Automated Appointment Reminders to PatientsPre-Appointment and Pre-Arrival Instructions to PatientsPatient Arrival Notification via Simple TextEntry Notification and Office Navigation Guidance | HIPAA-Compliant Video ConnectionScheduled and On-the-Fly Video VisitsConnect Without Requiring App Downloads or PasswordsCaller ID Protection for Providers24/7 Connection |
Here’s a streamlined patient experience with an organization using all of the above capabilities:
Virtual waiting rooms are extremely beneficial to patients, staff, and organizations that implement them, especially when they are integrated with other patient engagement solutions, such as video visits and HIPAA-compliant messaging.
Some of the top benefits include:
Explore new ways to communicate most effectively with your patients with our white paper, Engaging Patients and Their Family Members – Texting to Support Value-Based Care and Better Outcomes.
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