Prescription Renewal: Giving them the slip Presented by: Lisa - - PDF document

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Prescription Renewal: Giving them the slip

Presented by: Lisa Olson, Thom Parrotti, Mary Schiller

Notify MD-Lisa Olson Notify MD-Lisa Olson

Franklin, TN

Background: Background:

 20 years experience  18,000 physicians  75,000 patient encounters daily  6 call centers  Services – Daytime call management – After hours – Appointment confirmation – Lab results – Outbound care compliance – Speech to text dictation

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Typical Patient RX Experience Typical Patient RX Experience

 Patient calls in and listens to Auto

Attendant

 Patient Transfers to Receptionist  Receptionist places caller on hold  Nurse is not available to take call  Patient leaves message in voicemail  Message does not have all info to

fulfill request

 Call back is made but patient is no

longer available for return call

Typical Patient RX Experience Typical Patient RX Experience

 Nurse leaves message and process is

repeated

 Chart is pulled by clerk and process

for fulfillment starts

 Total time elapsed = 6 hours

Facts about Medical Practices Facts about Medical Practices

 Average physician/provider gets 100

calls per day

 Approximately 10-15 % of those call

(depending on specialty) are RX refills

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Application- Application- Benefits to Practice Benefits to Practice

 Call type is known to operator  Data collection defined by script  Caller is given call back expectation  Decrease call volume/repeat calls  Reduce liability  Frees clinical staff  Quicker response to patient

– Voicemail generates 1.5 additional calls – Messages can’t be prioritized – Patient satisfaction

Sample Template and Greeting Sample Template and Greeting

 See attached for example template

and Greeting

 Things to remember when building

RX renewal scripts and greetings

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Benefit to you Benefit to you

 Average length of call 2-3 minutes  Priced at $1.10 to $1.60 per minute  $$$$$$$$$$$$$$$$$$$$$$$$$$$$

Bassett Healthcare-Thom Parrotti Bassett Healthcare-Thom Parrotti

Cooperstown, NY

Background- Background-

Contact Thom Parrotti, Director Bassett Call Center thomas.parrotti@bassett.org FOR MORE INFO...  Main ‘Access Center’ for Bassett Healthcare  Corporate offices: Cooperstown, New York - supporting

4 Hospitals and 24 Regional Sites across Central New York

 Annual Volume of over 5 million calls in 2007  Multiple call processes: Main Board, Code/Emergency, Scheduling, Paging, Messaging, After Hours, Web Directory/On-Call, Pre-Reg Calls, ED Follow Up Calls, Patient Transportation, Regional Support, Alarm System Monitoring

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History of RX Renewal Line History of RX Renewal Line

 Primary Care Secretaries processed all RX Renewal requests  Staff reduced from 4 to 2 Secretaries  RX Renewal requests not being processed in timely manner  50% of volume due to RX Renewal requests  High volumes were confirmed by queued Lines reporting solid stats  Based on this, Call Center applied dept. staffing model to volumes  2.4 FTE positions added to Call Center to focus on RX Renewals

New Process New Process

 Front End Menu for secretaries re-routes prescription

renewal requests to Call Center

 Rep takes I Series Message ticket (sample follows on next page)  Rep utilizes Meditech’s drug lookup utility via searchable

web-page link

 Message is sent to appropriate secretaries account for

covering provider by Ultracomm

 Secretary verifies renewal request in Meditech  Secretary prepares actual script for Provider’s signature.

Sample Message Ticket Sample Message Ticket & Utility Lookup & Utility Lookup

Enter the partial drug name you wish to look up, and click search. Drug: Leva There were 27 possible matches for Leva : Levacet Caplet 1 TAB Levalbuterol Hcl 25 GM Levall 5.0 Liquid 473 ML

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Statistics Statistics

20 40 60 80 100

PRE new process POST new process

RX Renewal Service Levels

Implementation Implementation

 Marketing  Challenges  Work-Arounds

Brody School of Medicine-Mary Brody School of Medicine-Mary Schiller Schiller

Greenville, NC

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Background: Background:

 Brody School of Medicine Contact Center

is located in Greenville, North Carolina

 Joint ownership with Pitt County Memorial

Hospital

 We currently have approximately 3300

physician and resident accounts

 We provide support to approximately 50

clinical sites

 Average annual call volume is 300,000  24 hour service, 365 days a year with 8

full-time, and 11 part-time agents

Our Mission: Our Mission:

To develop an all-source, multi- purpose Contact Center that supports East Carolina University’s Division of Health Sciences and Brody School of Medicine Physician’s Group Practice, and integrates with the Pitt County Memorial Hospital Call Center.

Services Provided using the Services Provided using the Electronic Medical Records Electronic Medical Records

 Patient information verification  General appointment information (date,

time, clinic location, directions)

 Prescription refill and medical test results

requests

 Administrative and Academic messaging

suppport

 Physician’s Answering Service

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Benefits to the Physician Benefits to the Physician’ ’s Group s Group

 One Call - call resolution  Standardized processes  High level of professionalism and

customer service

 Reduced OnCall paging  Reduced liability  Reduced abandonment rates  More efficient Adverse Weather

processes

One-call Call Resolution One-call Call Resolution Prescription Refill Assistance Prescription Refill Assistance

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Pharmacy Information Pharmacy Information Messaging Messaging Summary Summary – – Using the EMR Using the EMR

 More convenient  More accurate  More efficient  Reduces liability