New contact center model helped Dana-Farber improve the patient experience

The Dana-Farber Most cancers Institute, a Harvard Clinical College training hospital, just lately underwent a adjust to its speak to heart to make improvements to how it connects with clients.

“1 of our aims was to determine out a way to make improvements to the affected individual encounter so that we could truly have and seize all of these various factors of speak to for clients,” Kathleen Keavany, the vice president of Ambulatory Medical Functions at the Dana-Farber Most cancers Institute stated through a HIMSS20 Digital session.

Setting up in 2017, Dana-Farber started transforming how it manages affected individual calls and messages to make improvements to the shopper encounter.

Prior to this, the institute used outsourced sellers to help the overflow of affected individual calls, experienced a elaborate phone routing with several entry factors and variations across 19 various ailment centers and lacked the know-how architecture to help an efficient operation, Keavany stated in the webinar.

“It turned into a whole lot of inefficiencies and led to clients not acquiring a streamlined encounter any time that they reached out to us,” she stated.

To address these shortcomings, Dana-Farber resolved to adjust its affected individual speak to model to incorporate enhanced organizational and technological breakthroughs.

It did so via the creation of its Welcome Heart, which is like “the virtual entrance doorway for Dana-Farber,” Keavany stated.

With the implementation of the Welcome Heart and the addition of much more staff members members to help it, Dana-Farber created a new approach circulation for each affected individual phone form. Alternatively of an outside the house vendor using affected individual calls, real staff members members are equipped to support callers.

“By reaching another person at Dana-Farber, it helped to make improvements to the encounter for clients and also considerably enhanced staff members fulfillment in becoming equipped to support clients as they were being contacting in real-time,” Keavany stated.

Dana-Farber also launched a new shopper romantic relationship administration (CRM) platform from Evariant to support with its new model.

The platform integrates facts from the institute’s electronic overall health records into the CRM so that when a affected individual calls in, the staff members member has all of the facts in one place.

Considering the fact that it started this implementation, Dana-Farber has described that the new model eradicates redundancies from clients acquiring to phone back again several moments to get facts, enables staff members to automate some of their jobs so they can commit much more time with their clients, lowers reliance on exterior answering products and services and enhances documentation of affected individual calls.

After only a couple of months, it also noticed a 71% enhance in calls answered by Dana-Farber staff members for each working day and a 38% enhance in new affected individual ingestion for each working day since using on the new model.

“This was basically within just the 1st six to ten months in which individuals begun to see considerable efficiencies,” stated Naomi Lenane, the CIO at the Dana-Farber Most