Stanford Children's Health Case Study

Stanford Children’s Health Case Study

Client challenge

Ensuring their patient population could get access to exceptional care when they needed
Need to review their contact center operations and technology infrastructure
Parents and callers wanted a ‘one stop shop’ where all pre-requisites of their visit were completed or arranged before they got to the hospital

RelateCare’s solution

RelateCare performed a Current State Assessment of Stanford Children’s Health patient access strategy and contact center operations. Delivery of the Current State Assessment gave the client an in-depth understanding of the existing issues within their patient access model.

Based on these insights a number of work-streams were agreed upon:

Review of Technology Utilization
Program of Workforce Optimization
Implementation of Guided Questionnaires
Quality Assurance Model Developed

Impact on client’s business

Throughout several work streams, RelateCare has succeeded in improving the performance of Stanford Children’s Health Patient Access Service Center.

1: Guided Scheduling Questionnaires

Since RelateCare implemented GSQs in Dermatology, Nephrology, Endocrinology/ Diabetes, Genetics and Otolaryngology, the time it takes to get patients scheduled has been reduced as a result of removing the extra step required for provider triaging. This has also given Neurology providers a much-needed resource: time.

10 hrs

a week of provider time saved

63%

improvement in scheduling routine new patient referals

60%

improvement in scheduling urgent new patient referals

2: Telephony

RelateCare led the implementation of Avaya’s Proactive Outreach Manager (POM). This now allows patients to select a communication preference for appointment reminders. In addition, patients will have the ability to flag their appointments for cancelation directly through the Avaya solution. These advances resulted in:

Lower Cost Per Contact
Improved Patient Response to Notifications
Potential Decreased No-Show Due to Missed Notification
Faster On-Boarding of Future Clinics and Departments

3: Workforce Optimization and Quality Assurance

Over the past year, a series of process improvements, training sessions, management coaching and a robust Quality Assurance program were developed and deployed by RelateCare within PASC. Specifically, RelateCare’s QA process has been a very useful tool for PASC over the past year. QA monitoring, coaching, one on-ones and manager feedback has helped the team meet the department standard.

32%