Infrastructure & Governance

Strategies to Ensure the Quality of Communication with Patients

Michelle Fox, Director Revenue Operations, Patient Access, Health First
Blair Wright, Executive VP of Business Development, The White Stone Group, Inc.

Ensuring that patients receive clear, thorough and compassionate communication from the first point of contact is critical to setting the stage for a positive experience across the continuum of care. In this presentation, Health First will share its strategies to improve patient experience by better managing communication with patients in pre-service areas such as scheduling, registration and financial counseling. The focus will be on managing, recording and monitoring conversations for quality assurance, training and service recovery. Health First will also discuss use of a scoring tool to measure communication quality through custom scorecards and reports. Participants will take away ideas for implementing similar strategies to improve the quality of patient communication across their organizations.