Cindy thought she had another Urinary Tract Infection (UTI). She remembered that when she suffered the same symptoms a year ago, she called the nurse triage service. She was treated over the phone, but it was embarrassing to talk about her symptoms at work and she had to wait a while for the nurse. Today when she called, she was asked to if instead of talking to a nurse, she would rather go to a secure web site and fill out a questionnaire. Cindy liked that option, so she decided to try it. Once on the website, she answered a few questions and received instructions that a nurse practitioner would notify her via email about the status of her request. In just a few minutes, she received an email telling her that she had a prescription ready to be picked up. The nurse practitioner also included some instructions on how she could avoid a future infection.
The self-service symptom checker solution that Cindy used is powered by Oracle Service Cloud implemented within the Web Self Service & Nurse Chat project at Kaiser Permanente. KP OnCall provides 24/7 integrated programs in remote care management, or ‘telehealth,’ to providers, payers and employers. KP OnCall is a wholly owned subsidiary of Kaiser Permanente and the nation’s leading telehealth provider.
The KP OnCall solution empowers members with a choice of self-assessment versus waiting to speak to a nurse on the phone or go in for an appointment. This technology can be leveraged to build a full contact center to facilitate customer interactions, improve social media capabilities to extend outreach and enhance communications with customers and increase channels for patient engagement.
Improve Margins, Cut Costs, and Build Business Resilience
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Perficient specializes in implementing digital technologies in Healthcare and we’d love to talk to you about how we are helping clients solve these challenges. View our KP OnCall on-demand webinar, Leveraging Technology to Empower Patients and Reduce Healthcare Costs.
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1 Sales and Service Excellence, Effortless Experience, Nick Toman, October 1, 2013
2 CFI Group, ContactCenter Satisfaction Index 2013