Patient Interaction Review and Optimisation
Provider of Private Mental Healthcare Services
A UK provider of private mental healthcare services enhanced patient interactions ahead of a technology refresh, implementing key recommendations for communication, organisational redesign, and cross-channel resource scheduling to optimise the patient experience.
Sector: Health
Location: UK
Ownership: Privately owned
Duration: Medium to Long Term
Challenge
The client was about to embark on a complete technology refresh, with a new Electronic Health Record (EHR) patient management solution, patient interaction tools and CRM. In advance of starting the transition process, the company’s owners wanted to review how it interacted with patients, both NHS and private sector.
Solution
We undertook a detailed review of available management information data – and arranged for the capture of more when it was not available. In addition, we held a series of one to-one and group discovery sessions with patient-facing staff, members of support teams and wider stakeholders within the business.
This was supplemented by analysis of review sites and other patient fora, we carried out ‘mystery shopping’ contacts to assess competitors’ patient proposition and approach.
Outcome
A series of recommendations were proposed and the vast majority were eagerly accepted for adoption, both through and subsequent to the technology transition. They included:
• Patient communications, email and on-line guidance changes, IVR re-design and out-of-hours chat-bot deployment
• Creation of a unified queue, cross-channel resource scheduling and advisor knowledge presentation, all newly feasible with new technology
• Organisational redesign, with merger of separate report-writing teams, creation of a Learning & Development function and career progression routes for administrative and Assistant Psychologist staff
• Guidance to optimise the effectiveness of the new ‘tech stack’ roll-out, including over-investment in requirements gathering, communication and use of colleague ‘super user’ solution champions