Workforce Management & Patient Experience Solutions

Customer experience management in healthcare has become critical to driving important business outcomes due to several converging factors:

• First, patients are now more empowered and informed than ever before. With greater access to information and choices, they expect personalized, convenient, and transparent interactions.
• Secondly, the healthcare landscape has become increasingly competitive. Patients have more options for providers and services, and positive patient experiences play a crucial role in attracting and retaining them.
• Lastly, value-based care models are shifting the focus towards patient outcomes and satisfaction. Healthcare organizations need to understand patient needs and preferences to provide effective and efficient care.

The voice of the customer (VoC) holds immense value in healthcare. VoC programs and analytics solutions like Calabrio’s gather patient feedback to offer direct insights into their experiences, expectations, and pain points. This information can be leveraged to identify areas for improvement, personalize patient interactions, and enhance overall patient satisfaction.

Understanding the VoC enables healthcare organizations to proactively address concerns, tailor services to specific needs, and build stronger patient relationships. Using VoC across an array of decision-making processes, healthcare providers can continuously enhance patient experiences and deliver more patient-centric care.

Healthcare workforce management (WFM) software is a solution designed to optimize staffing levels, schedules, and resources within healthcare organizations. WFM tools may specialize in the management of different environments, such as back-office teams, healthcare contact centers, or frontline care providers themselves.

The best healthcare workforce management software helps ensure that the optimal number of team members are available at the right times to meet patient demand, deliver timely support, and drive easy access to care. Plus, it will be able to software can forecast patient demand, automate scheduling, track attendance, and manage time-off requests. Effective workforce management in healthcare is critical to ensure efficient operations, reduce wait times, improve patient satisfaction, and maintain employee engagement.

Patient access analytics is the process of collecting and analyzing data related to how patients access healthcare services. This includes data on appointment scheduling, patient wait times, registration processes, and communication channels. Analyzing this data, as with a tool like Calabrio Analytics, healthcare organizations can identify bottlenecks, streamline processes, and improve patient access to care. Patient access analytics helps optimize scheduling, reduce wait times, and enhance the overall patient experience, ultimately improving patient satisfaction and loyalty.

• Privacy is paramount when it comes to patient data. Calabrio ONE is designed to help healthcare organizations meet a wide range of standards, laws, and regulations, including:
• HIPAA: Supporting compliance with the Health Insurance Portability and Accountability Act for handling sensitive health information.
• GDPR: Ensuring compliance with data protection and privacy regulations in the European Union.
• CCPA: Adhering to the California Consumer Privacy Act for data privacy and protection.
• MiFID: Meeting the requirements of the Markets in Financial Instruments Directive for financial markets.
• PCI-DSS: Maintaining standards for the secure handling of payment card data. We undergo annual audits to ensure our systems meet the stringent requirements for handling payment card information.
• ISO 27001: Aligning with global standards for information security management. An annual audit verifies our adherence to international information security standards.
• SOC2 Type II: Complying with reporting standards for secure and reliable service delivery. An annual audit assesses the effectiveness of our controls related to security, availability, processing integrity, confidentiality, and privacy.