Call Accounting Featured Article

Communications Activity Records Contain Treasure Trove of Valuable Data

March 08, 2017

Healthcare providers and organizations are required to aggregate, manage and store a ridiculous amount of data in order to stay in compliance with HIPAA and privacy mandates. Call accounting and reporting solutions log everything from incoming/outgoing calls to conferencing, file sharing details, instant messages, texts and video calls. And while this communications activity data is critical to keeping compliant with privacy mandates, it can offer a host of additional value to help healthcare providers improve services and operate more efficiently and cost effectively.

According to ISI Telemanagement Solutions (News - Alert), which specializes in providing communications solutions to the healthcare industry, big data is becoming an increasingly important competitive differentiator in the healthcare space. All types of organizations are turning to statistics, metrics and measurements to help improve patient care and service, reduce mortality rates and cut costs, all while operating more efficiently. Communications activity data can play an important role in this endeavor, providing valuable insights that can shape and improve overall operations.

Metrics and insights about communications and collaboration events, when examined via big data analytics, can help healthcare providers reduce their Patient Readmission Rates, a critical variable for receiving Medicare and Medicaid reimbursements. The information is readily available and contained in Communications Activity Records, which contain granular data that can directly impact operations and practice management.

These records include data on metrics like the timeliness of post-surgical calls and how that relates to Patient Readmission Rates, as well as how a lower readmission rate impacts Medicare and Medicaid reimbursements. Communications Activity Records also include data about patients’ time-in-queue as well as the number of abandoned calls to various hospital areas like scheduling, billing, ER and pharmacy. That data may be factored in when calculating patient satisfaction levels. Records’ data can also help healthcare organizations evaluate staffing changes in key areas in an effort to reduce wait times and abandoned calls, while also enabling practices to examine the total number of communications interactions between patients and hospital personnel. This may then be matched to overall changes in both patient care outcomes and patient satisfaction levels.

Additional valuable metrics that may be gleaned from Communications Activity Records include determining which types of communications have the most impact on patients, along with how well Tele-Health sessions perform overall versus in-person visits and what the ultimate impact is on patient outcomes.

Communications Activity Records offer so much more valuable data than who is speaking to whom and when it happened. They contain a virtual treasure trove of information that may be analyzed and mined to make major improvements to healthcare organizations’ operations and patient-facing practices. Best of all, they can provide insights for improved efficiencies and productivity and reduced costs, a benefit to any healthcare practice in an increasingly competitive market climate.

Edited by Alicia Young

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