Sample RapidResults Plan for Y Hospital s Contact Center by whattaman

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									Sample RapidResults Plan for "Y" Hospital's Contact Center




                                  RapidResults a quick solution with proven outcomes




                 HealthLine Systems’ Consulting Group
                          Phone: 800•733•8737
                Email: consulting@healthlinesystems.com
                                                                                       RapidResults
                                                                                            R
                                                                               A Quick Solution with Proven Outcomes




                                                                                                                            HealthLine Systems, Inc.
Rapid Results
Sample RapidResults Plan for “Y” Hospital’s Contact Center

 What is RapidResults?
 It is a solution designed to provide each client with             Following is an example of information included in a
 deliverables to address their unique situation in their           RapidResults plan by the Consulting Group. The
 contact centers.                                                  table of contents for “Y” Hospital includes links to
                                                                   snapshot examples from the plan.
 RapidResults is produced within 30-60 days and is a
 low-cost solution guaranteed to:                                  “Y” Hospital’s Objectives
                                                                   “Y” Hospital partnered with HealthLine Systems’
 •   Address strategic direction                                   Consulting Group to assist their Referral Center in
 •   Align with evolving priorities                                strengthening relationships with physicians, receiving
 •   Reduce Costs                                                  physicians and referred patients. Some of hospital’s
 •   Infuse Revenue                                                objectives in working with the Consulting Group
 •   Provide meaninful results                                     were to:
 •   Ensure the survival of contact center
                                                                   •   Confirm an intentional strategy
 What is included in RapidResults plan?                            •   Leverage inpatient admissions growth
 •   On-site visit                                                 •   Practice extraordinary service
 •   Hard hitting written action plan                              •   Document outcomes
 •   Results report metrics
 •   Implementation sequence
 •   Partnered dialogue
 •   25 actions to improve outcomes




                                             HealthLine Systems’ Consulting Group
                                                      Phone: 800•733•8737
                                             Email: consulting@healthlinesystems.com
                                                                                            RapidResults
                                                                                                 R
                                                                                     A Quick Solution with Proven Outcomes




                                                                                                                             HealthLine Systems, Inc.
Rapid Results
Sample RapidResults Plan for “Y” Hospital’s Contact Center




                                                                                                                                         TM
              Sample of “Y” Hospital’s Table of Contents with Snapshot Examples


  Project purpose: Identify opportunities to improve referral center outcomes in direct support
  of executive leadership priorities.

  I.    Executive Summary.....................................................................................    Page 1-5
        Executive Outcome Requirements for the Referral Center
        Recommended Action to Address Requirements
       View a sample of “Y” Hospital’s Outcome Requirements


  II. Recommended Action.................................................................................. Page 5-16
       View a sample of “Y” Hospital’s Recommended Action


  III. Results Report Metrics.................................................................................. Page 16-19
       View a sample of “Y” Hospital’s Report Metrics


  IV. Implementation Sequence........................................................................... Page 19-29
       View a sample of “Y” Hospital’s Implementation Sequence




                                                  HealthLine Systems’ Consulting Group
                                                           Phone: 800•733•8737
                                                  Email: consulting@healthlinesystems.com
                                                                                     R
                                                                                RapidResults
                                                                             A Quick Solution with Proven Outcomes




                                                                                                                        HealthLine Systems, Inc.
Rapid Results
Sample RapidResults Plan for “Y” Hospital’s Contact Center




                                                                                                                                       TM
  Sample of “Y” Hospital’s Executive Outcome Requirements for the Contact Center

Priority 1) Build Volume                                                 “Y” Hospital’s Inpatient Admissions
Specific areas for desired growth include several clinical
specialities identified.
-Timeline is Immediate and Urgency is High                              Actual in 2001: “X” inpatient admissions

                                                                      Target 2002: “X-plus” inpatient admissions
Priority 2) Demonstrate Service Excellence
  (Extreme ServiceTM)
                                                                       Target 2003:              inpatient admissions
This is critical for improved communication back to
referring physicians.

-Timeline is Immediate and Urgency is High

Priority 3) Document Net Contribution




                                   HealthLine Systems’ Consulting Group
                                            Phone: 800•733•8737
                                   Email: consulting@healthlinesystems.com
                                                                                   R
                                                                              RapidResults
                                                                          A Quick Solution with Proven Outcomes




                                                                                                                  HealthLine Systems, Inc.
Rapid Results
Sample RapidResults Plan for “Y” Hospital’s Contact Center




                                                                                                                                 TM
              Sample Recommended Action for “Y” Hospital’s Referral Center


Recommendation Three: Showcase ExtremeService
Action 1: Initiate a physician communication ambassador program

Action 2: Develop and refine a specific process for information distribution to referring
physicians and patients.

Sample Draft Process of Action 2:

Step 1: Regional physician dials 1-800 number that rings into the refe

Step 2: A specialty trained physician ambassador nurse will process the

Step 3: The ambassador nurse sets a reminder in
 to confirm that s/he has called the referring physician s
regional referrals.

Step 4: After seeing the patient, the specialist calls the referring physician,
 disposition of his/her patient.

Step 5: Medical Records faxes a copy of the discharge summ

Step 6: The ambassador nurse calls the specialist and thanks
 (If specialist has not followed up

Step 7: The ambassador nurse
summary.




                                            HealthLine Systems’ Consulting Group
                                                     Phone: 800•733•8737
                                            Email: consulting@healthlinesystems.com
                                                                                    RapidResults
                                                                                         R
                                                                             A Quick Solution with Proven Outcomes




                                                                                                                              HealthLine Systems, Inc.
Rapid Results
Sample RapidResults Plan for “Y” Hospital’s Contact Center




                                                                                                                                          TM
                            Sample of “Y” Hospital’s Results Report Metrics
    Metric#                 Standard                                 Indicators                                 Detail


     1
                         What is measured?                  How will they define success?

                        Increased Admissions            1.1 Document incremental                     1.1 # Inpatient
                                                        admissions by priority clinical              admissions (monthly)
                  • Directly supports “Y”               services identified                          matched to referal
                  Hospital’s goal of increased                                                       center interaction in:
                  inpatient                             1.2 Document incremental                         Service 1
                  admissions.                           admissions from regional                         Service 2
                                                        referrals/transfers                              Service 3
                  • Documents incremental
                  admissions in priority clinical
                  services (monthly)

                  • Provides a referral center-
                  specific net contribution
                  statement (annually)




                                          HealthLine Systems’ Consulting Group
                                                   Phone: 800•733•8737
                                          Email: consulting@healthlinesystems.com
                                                                                    RapidResults
                                                                                         R
                                                                             A Quick Solution with Proven Outcomes




                                                                                                                           HealthLine Systems, Inc.
Rapid Results
Sample Rapid Results Plan for “Y” Hospital’s Contact Center




                                                                                                                                        TM
                      Sample of the Implementation Sequence for “Y” Hospital

                                        IV. Implementation Sequence
                   Action Step                         Accountable           Support From      Target Date        Date
                                                        Champion                                                Complete


17
                                                       Ambassador          Physician Liason       (Date)
                                                          Nurse


Assures that the ambassador nurse calendar
personal follow up calls with referring physicians
and coordinates a follow up visit by the
physician liason.



18
                                                       Ambassador                                  (Date)
                                                         Nurse


Assures that the ambassador nurse collects and
summarizes anecdotal feedback from referring
and receiving physicians.



19
                                                       Ambassador
                                                         Nurse


Assures that the ambassador nurse calendar
personal follow up calls with referred patients to
ask how they are progressing, and thank them
for using “Y” Hospital.



20

                                          HealthLine Systems’ Consulting Group
                                                   Phone: 800•733•8737
                                          Email: consulting@healthlinesystems.com
                                                                                     RapidResults
                                                                                          R
                                                                              A Quick Solution with Proven Outcomes




                                                                                                                      HealthLine Systems, Inc.
Rapid Results
Sample RapidResults Plan for “Y” Hospital’s Contact Center




                                                                                                                                   TM
                                   How Can the Consulting Group Help You?

    For further information on Rapid Results, please contact our Consulting Group to
    find out how they can help your organization achieve and exceed your goals. HealthLine Systems’
    Consulting Group has years of experience with strategic and technical contact center solutions with
    cumulative client financial benefit exceeding $125 million.

    Some of the solutions available to your organization include:

    •   StrategicAdvantage Plan
    •   RapidResults Plan
    •   ImplementationImpact Plan
    •   Partnered Possibilities Workshop




                                           HealthLine Systems’ Consulting Group
                                                    Phone: 800•733•8737
                                           Email: consulting@healthlinesystems.com

								
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