Dr. Jennifer Stephens & Dr. Beth Careyva of Lehigh Valley Physician Group and Lehigh Valley Heath Network share how adding a welcome video for patients and expanding their remote workforce allowed them to transform care within their organization in a patient-centric, efficient way.
Through their patient partnership model, a remote member of the healthcare practice reaches out to patients prior to the first visit, allowing staff to address transportation or other barriers, handle health history, and also initiate care more immediately if required. Patients also receive a welcome video so they know what to expect during their upcoming visit.
Through this approach, Lehigh Valley Health Network has been able to reach some remarkable achievements.Two of which are reducing no-show rates from 8% to 2%, and operating with 75% of the staff they would need if they performed all tasks in-office. The ripple effect allows providers to spend more quality time with their patients.
Don’t miss this great interview!
Learn more about Lehigh Valley Health Network: https://www.lvhn.org
Topical time codes:
00:59 – Access in a patient-centric way (Dr. Stephens)
2:59 – Building connections (Dr. Stephens)
4:34 – Anatomy of the welcome video & reaching out to patients prior to their first visit (Dr. Careyva)
6:53 – Establishing relationships and removing barriers (Dr. Stephens)
7:58 – Positive feedback (Dr. Careyva)
9:57 – Using remote teams (Dr. Stephens)
11:42 – Keeping the positive culture & champions of change (Dr. Stephens)
13:33 – Cementing the relationship (Dr. Careyva)
15:25 – Recruiting for remote (Dr. Stephens)
17:08 – Transforming in a patient-centric way that’s efficient
You can also listen on podcast platforms:
Apple podcast link:
https://podcasts.apple.com/us/podcast/speaking-of/id1549592446
I Heart podcast link:
https://www.iheart.com/podcast/269-speaking-of-76708275/#
Spotify podcast link:
https://open.spotify.com/show/1g2LUGr0SzxbBmSHB3FHyL?si=PNO79sBOReGXQJu_CrsJEg
