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The sum of all interactions, shaped
by an organization’s culture, that
influence patient perceptions across
the continuum of care.
Patient Experience
• Patient experience is not something healthcare does, it is who
healthcare is
• Patient experience is driven by all we do and, therefore, every
effort must be approached with an integrated view of how it
will impact the overall experience we provide
• To succeed externally, we must focus internally
• A commitment to experience will not and must not ever end
• The bottom line, patient experience is a path to improved
profitability, not a distraction from it
Defining Patient Experience
2020 Top Priority
In Healthcare
79%
Patient Experience
68%Collect, Analyze &
Continuously Improve
Patient Flow Data
Patient Flow
Clinic Schedules Patient01
Patient Arrives and Checks In02
Patient Waits In Waiting Room03
Patient Taken Back to Exam Room04
Patient Waits in Exam Room05
MD & MA See Patient06
Ancillary Services See Patient07
Follow-up Determined08
Patient Checks-Out09
Patient Receives Bill in Mail10
Clinic Schedules Patient01
Patient Arrives and Checks In02
Patient Waits In Waiting Room03
Patient Taken Back to Exam Room04
Patient Waits in Exam Room05
MD & MA See Patient06
Ancillary Services See Patient07
Follow-up Determined08
Patient Checks-Out09
Patient Receives Bill in Mail10
Clinic
Schedules
Patient
Patient Flow
Initiating a strong pre-care process is
invaluable to the patient. It saves them
time sitting in your clinic filling out
paperwork, keeps them informed, and
prevents them from missing valuable
appointments. Give them the ability to
easily reschedule if they need to, and
Google Map functionality makes finding
your clinic a breeze.
Patient CommunicationClinic
Schedules
Patient
68%Patients say they are
more likely to choose
Providers that offer
ability to book, change
& cancel appts online
Automating the intake process creates a
better patient experience by allowing
patients to fill out confidential information in
the comfort of their own homes, as well as
saving them precious time which would be
otherwise wasted sitting around in a waiting
room.
This automation cuts down on data entry –
and as a result, clerical errors – relieving your
staff of a huge administrative burden.
Insurance Intake Forms & Verification
Clinic
Schedules
Patient
Streamline your insurance intake forms,
insurance verification and how much to
collect at the time of service so that you
can maximize profitability
Insurance Verification & Payment
Clinic
Schedules
Patient
Patient Voice Payment
Clinic
Schedules
Patient
Automate Front Office Clinic
Schedules
Patient
Eliminates 99% of the calls to insurance carriers99%
Common Patient FlowBottlenecks
Expeditor Capture, Analyze
and Help Increase Patient
Flow Efficiency which will
improve
the Patient Experience
Continuous Improvement
Waiting Room
Wait Time
Exam Room
Wait Time
Patient/Assistant
Encounter Time
Patient/Provider
Encounter Time
Collection Period
Wait Time
Total Visit
Time
Patient/Ancillary
Encounter Time
Average waiting room time: 24 minutes
At 24 minutes, 3-4 out of 10 patients enter the exam room dissatisfied or upset
Waiting Room
Wait Time
Patient Voice
Waiting Room
Wait Time
Patient VoiceWait Time
Visual CueManagement
We retain 75% of what we
see visually but only 13% of
what we hear
Exam Room
Wait Time
Patient/Assistant
Encounter Time
Patient/Provider
Encounter Time
Collection Period
Wait Time
Total Visit
Time
Patient/Ancillary
Encounter Time
Expeditor combines industry leading patient
flow solutions with proprietary data analytics
to help increase patient flow efficiency to
improve the patient experience
The Expeditor difference
Real Time Visual Cue Management
Real Time Visual Cue Management
This visual cue tool allows you to make
immediate actionable change!
Immediate “organic” behavior
change in the clinic
Make long term
sustainable change
Executive Summary
Historical PatientFlow Data
Make long term
sustainable change
Group & Provider Performance
Historical PatientFlow Data
Room UtilizationReport
Make long term
sustainable change
Historical PatientFlow Data
Case Study
Each of the 63 Providers at
the 14 Clinics are able to
see 1 additional patient per
day on average
63 Providers x 1 patient/day x
210 days = 13,230
Net Revenue Per Visit = $120
13,230 Additional Visits x $120
=
$1.6M Annualized Revenue
Case Study
Decreased average
turnaround time by 25%
across 24 specialty clinics
each of the last 2 years
Turnaround Time reduced by
25% across 3 MOBs with 24
specialty practices
Lean Six Sigma:
Continue to move Reds to
Yellows and Yellows to Greens
in 90% of the practices
Case Study
Decreased average turnaround
time from 50 to 32 minutes
Original goal 45
Maintained 32 minutes for 3 years
Decreased average turnaround time
from 50 to 32 minutes. Original goal 45.
Maintained 32 minutes for 3 years
83 Additional Visits per month
Net Revenue Per Visit = $120
83 Additional Visits x $120 =
$9,960 per month
Annualized: $118,524 revenue
Case Study
Increase Patient Satisfaction
Scores
Increased Patient Satisfaction Scores
January - December6.3 to 9.2
Verbatims:
“Didn’t have to wait as long, great Dr. interaction”
“Didn’t have to wait long for the Dr this time”
“Dr got right to me”
January December
6.3 9.2
