SNAPCare® Case Study: Midwestern
Ivy began working with a Midwestern Health System (“System”) who operates five acute care hospitals and seven ambulatory centers in a Midwestern metropolitan area, population approximately 2 million. The system performed approximately 490,000 annual imaging procedures, including all modalities. The system faces a highly competitive environment, including a leading academic medical center, large regional health system, and vibrant entrepreneurial freestanding competitors. In 2012, System imaging volumes experienced a dramatic decline, in material part due to widespread perceptions of poor access and customer service. Referring offices, including System’s employed physicians, expressed frustrations with scheduling/registration functions, and migrated referrals to the competition.
In 2012, patient access customers experienced:
- Long hold times and multiple phone numbers were frustrating
- Confusing scheduling process and slow turnaround time
- Call abandonment over 10%
Ivy provided resources to plan and assist the implementation of the SNAPCare® program, supported by Ivy’s operational, analytical, and marketing teams. First, Ivy helped reorganize patient access leadership and departmental processes, focusing on the “Customer Experience”. The process shifted from “call center queue” to SNAPCare’s single point of contact. A SNAPCare® program pilot launched in October 2012 with a 12-doctor multispecialty group.
The initial response was overwhelmingly positive; system leadership agreed to an aggressive, phased launch of SNAPCare® service in referring offices throughout market. Over the next six months, 21 FTEs within the central scheduling department were repositioned and promoted into SNAPCare® coordinator roles. System implemented SNAPCare® in “FTE-neutral” fashion, converting queue schedulers to SNAPCare® representatives. Within 18 months, 122 practices representing over 425 physicians were migrated onto the SNAPCare® Program. Currently, System is strategizing ways to leverage the SNAPCare® platform to other outpatient service line.
Result: In the first year the SNAPCare® program delivered over a 23% increase in OP MR and 3% increase in OP CT imaging volume, versus declines for non-SNAPCare® offices. Customer satisfaction improved dramatically with one practice saying: “We have been impressed with the quality, timeliness, and care our patients have received. It has made our job much easier and even patients have been impressed with how it works.”