As more and more procedures shift to the outpatient environment it is essential to have a robust follow-up program. Procedures that previously required a 1 or 2 night stay in the hospital are now frequently conducted as an outpatient procedure – where the patient can come and go from the facility in a matter of hours. The need to check in with the patient from a safety perspective is at an all-time high as a result of the speed with which the procedures are performed and monitored thereafter. With the high volume of patients in the outpatient arena, building a robust patient follow-up program that includes outreach, data capture, issue tracking, and resolution can be very challenging. PREMEDEX provides navigator support through clinical and non-clinical resources as well as offers a host of automated text messaging programs to connect with patients and maintain an open line of communication for assistance. As evident from the real-time data generated on the PREMEDEX platform, there are many issues that can arise. Key metrics:
7,919 patients were delivered to the PREMEDEX platform
5,190 (or 70.8%) were engaged
600+ patients had questions
53%+/- of questions pertained to symptoms and clinical questions
Interestingly, during the engagement, many service recovery opportunities were also identified. The ability to connect with patients, identify clinical or service recovery opportunities, and close the loop with real-time tracking, enables this outpatient clinic to set themselves apart in the market.