Leveraging Telehealth to Enhance the Patient and Clinician Experience

The following guest post is adopted from the blog of CareXM, NHPCO Strategic Partner. 

Providing exceptional care to patients while improving the clinician experience can be challenging. Goshen Health, a 3,000-employee Magnet Hospital, proved that through effective experience management, hospice programs can not only survive but even thrive during intensive situations.

Before the emergence of the COVID pandemic, Goshen Health recognized the importance of leveraging technology, restructuring processes, and focusing on its people. This approach successfully saw them through this chaotic period. Their team spearheaded an innovative approach that combined technology, a dedicated triage system, and workforce restructuring to drive positive changes. Here’s a closer look at Goshen Health’s action plan and the results they achieved within the first year:

The Action Plan

People, Processes, and Technology

Goshen Health’s journey to improve the patient and clinician experience began with a holistic approach. They recognized that success would depend on addressing multiple parts of their operations. To achieve this balance, they prioritized three key areas: people, processes, and technology.

• People are at the heart of healthcare. Goshen became dedicated to supporting both patients and clinicians throughout this growth process, leaving no one behind.
• Processes show who you are. Goshen left no stone unturned, dedicating time to transform their administrative processes throughout every part of their healthcare routines.
• Technology transforms quality of care. Goshen elevated their procedures with triage and telehealth which supported, maintained, and engaged the healthcare journey for all.

Restructure Employment

Goshen Health recognized they needed a dedicated workforce committed to their mission of quality care. They undertook a significant restructuring effort and converted part-time employees into salaried full-time equivalents (FTEs). This change created opportunities for staff, but more importantly, it led to clear productivity expectations for everyone. It not only created a stable workforce, but also allowed for greater patient engagement opportunities and accountability efforts overall.

Engage Triage Technology

One of the pivotal steps in Goshen Health’s transformation was their commitment to partnering with a provider offering a care coordination platform with business intelligence for healthcare–CareXM. This collaboration allowed Goshen to streamline after-hours triage and leverage technology to enhance patient care and clinician support. With a robust triage system in place, the hospital staff could focus on proactive case management and improving patient outcomes.

Goshen’s Results

The changes implemented within Goshen Health yielded results within just one year. These outcomes highlighted the success of their strategic approach and the positive impact on both patients and clinicians in many different aspects:

• 70% Reduction in Overtime Expenses: By optimizing their workforce, Goshen Health reduced overtime expenses. The considerate amount of savings allowed the hospital to invest in other areas that needed support. They were able to hire full-time case managers, as well as dedicated evening and weekend staff that ensured around-the-clock patient support.
• Significant Reduction in After-Hours Calls: With a streamlined triage system, Goshen Health experienced a significant decrease in after-hours calls. This allowed for proactive patient management, ensuring that each patient received timely care and support–even over the phone.
• Drastic Reduction in Call Times: Goshen found a clinician-backed and solution-based partner for telehealth services. Shorter call times translated to improved patient satisfaction overall as complaints dwindled.
• Clinician Peace of Mind: The restructuring efforts and improved triage system provided clinicians with the peace of mind needed to tackle the overwhelming number of patients. Best of all, they could “unplug” and disconnect from work, still confident that their patients were receiving quality care during non-office hours.
• Leadership in Employee Engagement: Goshen’s dedication to improving the clinician experience had a profound impact on employee engagement across the board. Their home health and hospice sector set the standard for emotional commitment, inspiring other departments to follow suit and work on behalf of Goshen’s other goals.
• Enhanced Documentation and Virtual Mentoring: Accreditation reviewers noted significant improvements in clinician documentation and virtual mentoring.

With the Right Partnership, Providers Can Overcome Any Outcome

Goshen Health’s journey to enhance the patient and clinician experience serves as an inspiring example of what can be achieved through innovation, commitment, and strategic thinking. By focusing on people, processes, technology, and a triage solution, they achieved remarkable results within a short timeframe. This success story underscores the profound impact that a patient-centered approach can have on both clinician and patient satisfaction, ultimately making healthcare a better experience for everyone involved.

Learn more about the CareXM mission to help partners effortlessly anticipate and respond to patient needs with triage technology backed by our on-demand triage team.