Avera Health Takes a Precision Approach to Improving the Patient Experience
// By Brian Griffin //
Learn how one health care organization uses a unique new process supported by technology to enhance care and maximize the revenue potential of patient relationships.
Kendra Calhoun, senior vice president of strategic marketing and communications, Avera Health
Avera Health is launching an innovative venture to improve the patient experience called Precision Patient Relationships (PPR)TM — a multifaceted marketing, clinical, and operational initiative supported by a CRM system, EHR software, and other technologies.
The PPR concept was developed by the South Dakota-based health system as part of its heightened emphasis on taking a longitudinal approach to finding and addressing friction points in the patient experience for its service lines, and enhancing the doctor-patient relationship. “It’s enabling us to concentrate on the entire journey, rather than individual episodes of care,” explains Kendra Calhoun, Avera’s senior vice president of strategic marketing and communications.
Rich Phillips, CEO, Customer Evolution
Rich Phillips, CEO of Customer Evolution, who was engaged by Calhoun to advise Avera on PPR, says, “Too often health care organizations focus on fixing one problem at a time in isolation. This can lead to disjointed patient transitions from one physician or department to another in the care continuum and make the situation worse. It makes more sense to look at the entire patient experience and identify opportunities for improvement and potential solutions in a holistic way that incorporates input from leaders, staff, physicians, and, importantly, patients.”
Read on to learn Avera Health’s critical success factors for the PPR initiative.