NEW YORK, Dec. 14, 2017 /PRNewswire/ -- An innovative partnership between Manhattan Endoscopy Center and CipherHealth is transforming the surgery center patient experience. Together, the New York City duo is effectively engaging with patients, while achieving financial and clinical success.
In the past, the ASGE Center of Excellence and Joint Commission certified ambulatory surgery center called patients through a manual process that required considerable staff. With a growing annual volume of 15,000-16,000 procedures and a focus on new regulatory requirements, Manhattan Endoscopy Center was interested in optimizing its outreach to patients before and after their scheduled procedures. Striving to enhance operational efficiency, Manhattan Endoscopy Center decided to partner with healthcare technology company CipherHealth to implement their patient outreach solution called Voice.
Voice provides call and text technology for pre-op and post-discharge outreach to 100% of the center's patients. This solution helps identify and triage issues in real time to ensure quick resolution. Staff follow up pre-operatively on appointment attendance or clinical barriers to successful patient prep. Patients receive further education on managing symptoms and can escalate concerns in post-discharge calls. The program is utilized to capture patient need and is completely customizable to meet the goals of improving patient flow and engagement while lowering costs.
"The savings are remarkable," said Jeffrey Singerman, Director of Operations at Manhattan Endoscopy Center. "We've streamlined operational workflows to reach more patients than we were before, and can better align staff time and facility resources to provide safe, efficient, and high-quality care."
Indeed, since the center implemented Voice last year, more than 21,000 pre-op and post-op calls have been made. Staff quickly resolved 1,200 patient issues within about 3 hours. Compared to manual calls, Manhattan Endoscopy Center saved registered nurses more than 3,000 hours of manual outreach; which resulted in nearly $150,000 in labor cost savings.
"With an impressive 80% patient engagement rate, Manhattan Endoscopy Center staff add multiple touch points with patients to drive engagement in care and help reduce post-operative complications," said Lorraine Limpahan, Account Strategist at CipherHealth. "With Voice's robust reporting capabilities, the center is also equipped with data to manage cases more efficiently without sacrificing quality of care."
More About Manhattan Endoscopy Center
Manhattan Endoscopy is New York's newest and most modern endoscopy center. Bringing together 30 of Manhattan's most established and respected physicians, the center aims to make each patient's procedure as efficient and pleasant as possible. Located on 44th street between Fifth and Madison Avenues, the site is easily accessible to New York City and tri-state area patients. The state-of-the-art facility has been designed to maintain the personal attention of an office based procedure while ensuring hospital level safety standards. For more information please visit http://manhattanendo.com/
More About CipherHealth:
Since 2009, CipherHealth has been innovating and delivering products to help healthcare organizations effectively and efficiently provide quality of care for their patients. By harnessing technology to improve patient outcomes and experiences, CipherHealth and its suite of products focus on the evolution of patient care. CipherHealth is based in New York City and was named "Best Place to Work in Healthcare" by Modern Healthcare (2016).
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