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.
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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