Customer Experience and Design

How Kaiser Permanente Serves More Patients With Less Resources

Healthcare is undergoing a seismic change in the way traditional institutions think about healthcare delivery. From consumer-driven loyalty programs and social listening to telehealth and wellness programs, disruptive technologies are leading the transformation. Telehealth, once reserved for the chronically ill, is now being used to drive increased revenue by creating services that scale beyond traditional geographic boundaries.

Recently, Jan Guzik, NP, Product & Clinical Service Development at KP OnCall, a division of Kaiser Permanente of Southern California, joined us for a webinar to discuss how KP OnCall is leveraging technology to empower patients and reduce overall healthcare costs.

Healthcare organizations are faced with many challenges and during the webinar Jan talks about the struggles organizations are having in regards to providing cost-effective and convenient care for newly insured individuals, as a result of the Affordable Care Act. Because healthcare providers are expensive resources, an increase in patients doesn’t necessarily mean an increase in the number of providers on staff.

To combat the challenge of limited resources, KP OnCall was looking for a solution to minimize in-person care. Remote care was an option but still required expensive resources (nurse, physician) so instead, KP OnCall decided to look into self-service solutions. The Web Self Service & Nurse Chat empowers patients with a choice of self-assessment versus waiting to speak to a nurse on the phone or go in for an appointment.

The webinar showcases a live demo of a patient-provider online interaction using the self-service functionality. Additionally, we get a look inside how the self-service questionnaires have improved customer experience and impacted KP OnCall’s bottom line.

Check out the on-demand version here to learn how KP OnCall is leveraging telehealth to:

  • Reduce patient visits and lower healthcare costs
  • Empower patients through self-treatment
  • Deliver alternate methods of patient/provider communication
  • Manage symptoms and medical conditions for the patients and populations they serve
  • Generate data-driven insights

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Kate Tuttle

Kate Tuttle is a senior marketing professional with more than 13 years of marketing experience in both B2B and B2C environments. She has more than 7 years of healthcare industry experience and is passionate about technology and its impact on consumer experience.

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