Keona Health Fact Sheet

Number of Calls

Telephone accounts for 30% of care – American Academy of Pediatrics estimates that 30% of pediatric care during office-hours & 80% of after-hours care is given over the phone. Source: American Academy of Pediatrics. Committee on medical liability. Medical Liability for Pediatricians. 6th ed, Elk Grove Village, IL, 2003.

Telephone accounts for 20% of care – a survey in Southern California found that telephone calls involving clinical advice accounted for 19.4% of family/general prac-tice care, 24.6% of general internal medicine care, 28.5% of pediatric care, and 19.6% of OB/GYN care. Source: Radecki, Stephen, Richard Neville, Roger Girard. “Telephone Patient Management by Primary Care Physicians.” 1989

2,500 per provider – A survey of pediatricians found they get 2,500 daytime triage calls per provider per year and another 1,000 evening triage calls.Source: Poole SR. Creating an after-hours telephone triage system for office practice. Pediatr Ann.2001;30 :268– 273

2,500 per provider – a study by the Virginia Mason Institute found 8,337 calls/quarter for a 10 provider primary care practice, or 2,500 calls per provider per year.Source: Virginia Mason Institute. Managing Phone Calls in Primary Care. 2012. p 2.

Telephone triage is a significant cost center that could be streamlined.

Trends – demand for immediate access grows

Average wait for an appointment in the US is 18.5 days.Source: Merrit Hawkins. Physician Appointment Wait Times and Medicaid and Medicare Acceptance Rates. 2014.

62% of online patients say they would switch doctors based on online access.Source: Harris Interactive & Wall Street Journal survey. 9/22/2006.

Private Equity jumps into the Urgent Care market. “At least a dozen private equity firms have in the last few years plowed millions of dollars into urgent care clinics.”Source: Abrahamian, Atossa. “Private Equity Funds Growth of Walk-in Clinics.” Reuters. 3/21/2013.See also Creswell, Julie. “Race is on to Profit from Urgent Care.” NY Times. 6/9/2014.

72% of users look for health information on the web52% of smartphone users look for health information on their phoneSource: Health Fact Sheet. Pew Research Internet Project. http://www.pewinternet.org/fact-sheets/health-fact-sheet/. Accessed 6/27/14.

To compete in tomorrow’s world, doctors will have to pro-vide fast access over multiple avenues anytime, anywhere.

Safety

20% of patients receive inappropriate care because they go to the wrong doctor, they go at the wrong time, or they stay home when they should have come in.Source: Satisfaction and Patient Outcomes Of a Telephone-Based Nurse Triage Service. O’Connell, Joan M., Stanley, Jack L. and Malakar, C. Lucy. 2001, Mnaged Care, pp. 55-65.

Triage errors can happen as often as 19% of the time, especially with junior staff.Source: Safety of telephone triage in general practitioner cooperatives: do triage nurses correctly estimate urgency? Giesen, Paul and al, et. 3, s.l. : BMJ Quality and Safety, 2007, Vol. 13.

Leveraging gold-standard protocols and guidance is a must when streamlining service.

What’s the opportunity?

○ Keep patients engaged without waiting, and improve the patient experience

○ Solidify your existing patient-provider relationship before walk-in clinics take them from you

○ Improve front-desk operations and save thousands of hours

○ Improve appropriate patient care by 38% while capturing patient issues in EMR

○ Automate protocols and avoid errors, particularly errors of omission, while documenting everything

○ Provide health education via email or text even before the visit

○ Turn your unreimbursed triage calls into Meaningful Use secure messages and/or reimbursable eVisits.

www.keonahealth.com

Case Study

Patient

Provider

Analytics

Mobile/Web

○ 38% Improvement of Appropriate Care

○ 43% Less Time

○ Rise in Patient Satisfaction

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Smart triage

BENEFITS

Capt

ure A

ND R

espo

nd

per physicianannually

LESS time

?Let patients communicate their issues immediately–even if a Nurse or Doctor isn’t available.

APPROPRIATE

CARE

Continuity of CareEducationalMaterialIn any lanuageEven before the Visit

SEND

Smart Triage Transforms Patient Experience

52%

72%web

mobile

Urgent Care growing 5.8% annually (source: Urgent Care Industry Overview. Harris Williams & Co. September 2013: pg 2) 72% of users look for health information on the web. 52% of smart-phone users look for health information on their phone (source: Health Fact Sheet. Pew Research Internet Project. http://www.pewinternet.org fact-sheets/health-fact-sheet/. Accessed 6/27/14.) 2,500 triage calls per provider per year (source: Poole SR. Creating an after-hours telephone triage system for office practice. Pediatr Ann.2001;30 :268– 273)

2,500calls

Instant Clinic5.8%

growth

• Enforce standard of care with evidence-based protocols• Avoid ommission errors• Document everything

NO Waiting

• Information is in a chart• Only share once• Patient feels heard

}Rise inSatisfaction

{Avoid Burnout

PatientTHEDEMAND FORINSTANT CARE

By automating triage interview

liabilityLOWER

38%IMPROVEMENT

over what patients choose themselves when they can’t reach someone.

50%

per physician annually

Patients looking for instant help that you’re not delivering

over phone30% Care 20% error

HRS500250HRS