Preventative health care, such as regularly scheduled immunizations and screenings, can dramatically improve patient health and outcomes. But proactively engaging with patients to ensure they can access and take advantage of preventative and ongoing care can be challenging, and even getting patients to schedule follow-ups and treatment for chronic conditions isn’t as easy or effective… Read More

When patients don’t understand discharge instructions, care and outcomes can suffer. Ignoring potentially concerning symptoms, failing to take prescribed medication or missing follow-up visits are all avoidable when providers can follow up with patients to ensure they’re not only adhering to discharge instructions, but following them correctly. According to one study, at least 78% of… Read more

Prior authorization (PA) for treatments, screenings, tests and prescriptions have increased, and so have the administrative burdens PA places on physicians. In fact, prior authorization is the most costly, time-consuming administrative transaction for providers.¹ According to the American Medical Association (AMA), physicians and their staff spend almost two full business days each week (13 hours)… Read More

Physician referrals are integral to improving care managing patient outcomes through diagnostics, such as imaging and testing, and specialized treatment. One in three patients is referred to a specialist every year; referrals make up half of all outpatient visits.1 But, providing a patient with a referral doesn’t mean that they actually schedule an appointment to… Read More

The move to value-based care and an emphasis on improved patient experience has fundamentally changed how providers approach care management. At the same time, it’s also reinforced the need to close care gaps and engage patients in ongoing treatment and preventive services. In the last year alone, four in 10 U.S. adults reported avoiding care… Read more

Post-discharge follow-up care can be critical to driving positive healthcare outcomes. In addition to helping to identify potential complications earlier—and therefore improving the potential to mitigate any issues that can impact recovery—follow-up checks offer opportunities to confirm medication use, schedule follow-up appointments and communicate pending test results. Timely and consistent follow-up checks across service lines… Read more

If you’re an organization running any kind of contact center, all calls count. But, if your business is healthcare, some calls really count. The National Suicide Prevention Lifeline is a great example. An upgrade scheduled for this summer will see it upgraded to a new universal three-digit number, 988. The rebooted service will connect callers… Read more

A report by Forrester consultants confirms what Gridspace has known all along: Many companies are getting their customer experience (CX) journey wrong if the target is a customer who feels their requirements have been met. Joana de Quintanilha is the Principal Analyst at Forrester who has made a study of emotions produced within the customer… Read more

The French already have a word for it. “La rentrée”—the return—marks the day in September when children head back to school and employees to the workplace after their traditionally long summer vacation. It signals a resumption of normalcy. Our own post-pandemic return has now officially started, led by the big tech companies. Microsoft, Apple and… Read more

What’s your strategy for retaining staff? It’s a fair question, given that 71% of customer service agents have considered leaving their job in the past six months. That figure, coming from recent research published in a new Salesforce survey, will make unsettling reading for businesses hoping that staffing challenges were largely fueled by COVID and… Read more

We don’t think it would be going out on a limb to say that customers think interactive voice responses (IVRs) need a reboot. In fact, a recent survey reported more than half of customers said exactly that when questioned about their experiences with automated services across a range of organizations. One bad experience can go… Read more

A “perfect storm” of challenges facing the IRS is overwhelming switchboards and causing delays for those claiming annual tax refunds. As staff brace themselves for the new filing season to open next Monday (January 24), taxpayers are being warned by the US Treasury to anticipate delays in processing and returns—and to be prepared for longer-than-usual… Read more