Q: Tell us about the process leading up to the creation of Infield and how you decided to focus on a mobile application?
Infield has always been devoted to mobile. We were originally in the public health space, but we caught the Health 2.0 bug and started looking at the intersection of patients and care providers. We honed in on texting because it includes the 60% of patients that dont have a smart phone.
Q: Your product is suitable for a large practice or a hospital. Can you describe how a client would use your product for specific populations or health issues or to enhance a service line?
A clinic or hospital would enroll its patients into specific strings of messages based on the patients condition. For example, hypertension patients would receive a Heart Healthy Tip-of-the-week, while diabetics might receive weekly tips on diet and exercise. Physical therapy patients could receive texts about stretching or light exercise ideas. The goal is to keep the patient close to the provider in-between visits. An additional benefit to the provider is keeping patients on track with appointments and office visits, thereby driving revenue to the provider.
Q: We talked about the client creating the content for the text messages – can you give some examples of text messages that a practice or hospital might send to a patient newly diagnosed with diabetes?
Lets imagine the texts are coming from Valley General Hospital.
Week 1 text: An after dinner walk often helps get 20-min of exercise. Join Valley Generals walking club! 800-555-1212. Text STOP to stop
Week 2 text: Monitors and strips are often covered under insurance or Medicaid. Call us to learn more: 800-555-1212. Text STOP to stop
Week 3 text: Dizziness or shortness of breath can be serious. Valley Gen nurse line @ 800-555-1212. Text STOP to stop
Week 4 text: Stay on track with your appointments, even if you dont feel sick. Valley Gen. appt line @ 800-555-1212. Text STOP to stop
Whats important is that the patient is receiving gentle nudges to adopt a healthier lifestyle, while also receiving contact data to achieve those results. For the provider, the calls to action often result in increased revenue.
Patients can “Text STOP to stop” at any time to stop receiving messages.
Q: What’s the process for connecting the patient with the messages, and who makes that connection?
There are two ways. 1. At discharge: the discharge nurse brings up a simple Website that lists the conditions available (diabetes, hypertension, and obesity, for example). He or she chooses a condition, types in a patients phone number, and hits send. 2. Self-directed: the patient is handed a business card with instructions on how to self-enroll. Text HEART to 12345 for English-hypertension. Text CORAZON to 12345 for Spanish-hypertension.
Q: I was impressed that you offer the service in different languages – which languages are available or can you make any language available upon request?
Offering content in multiple languages is crucial to reaching patients who dont use the Internet or e-mail. For example, young Hispanics are 5x more likely to text than use email in any given day. Infield can offer the content in any language thats supported on a mobile phone.
Q: I’ve heard of obstetric practices texting pregnant women and giving them lots of support and information during their pregnancy. Are there other success stories about specific populations or specific illnesses or diseases?
Youre referring to Text4Baby a fantastic example of aggregating patients (pre-natal moms) and offering quick snippits of information. In addition, there are recent examples of texting increasing drug compliance and at-home therapy compliance. Were offering the ability for individual providers to customize the content and offer it to their patients exclusively.
Q: Can Infield handle medication reminders or support group reminders or texts that would be sent on a different time line than 2 messages per week?
Yes. We can change the intervals based on whats best for the patient and the provider.
Q: Could your product be launched in a community to improve the health of an entire community and maybe be supported by a grant?
Yes. In fact, we are currently on a number of grant applications to offer health improvement through community health initiatives. We worked with the community centers to meet the grant requirements.
Q: Where do you see mHealth going in the next two years? Can you give us a hint about functionality that your product might have in the near future?
The ability for patients to support each other via mobile devices is something were very excited about. So, instead of a gentle nudge to improve my health from my doctor, I got one from my best friend or coworker or walking partner. Patients helping each other — one-to-one — is what were excited about.
Doug Naegele is president of Infield, a provider of mobile solutions that bring patients closer to healthcare providers. Previously he held positions in healthcare banking, technology development, and drug discovery. The latter, at Vertex Pharmaceuticals, yielded numerous US patents and drug candidates for Hepatitis C and autoimmune disease. Doug holds an undergraduate degree from Harvard University and an MBA from The George Washington University. You can contact Doug here: doug@goinfield.com and his company website is www.InfieldHealth.com.
Image by George Eastman House via Flickr
There seem to be a lot of people searching for rules for medical offices. I’ve never heard of such rules, but since people are looking for them, I thought I’d write some.
- Medical offices are professional workplaces and staff need to dress, speak, and purport themselves professionally.
- Patients are customers and customer service should be paramount. Give all patients the utmost respect and practice compassion, compassion, compassion.
- If it didn’t get documented (on paper or electronically), it wasn’t done. If it didn’t get documented, you can’t charge for it.
- HIPAA. First of all, please spell it correctly. One P, two As. Secondly, know what it means and make it so!
- Never enter an exam room without knocking.
- Confirm patient identity (name, date of birth, etc.) before giving injections, taking specimens or performing a procedure.
Image via Wikipedia
- Remove very sick or very angry patients from the front desk immediately. Take the sick ones to exam rooms and take the angry ones to the manager’s office.
- Do not use medical jargon with patients. If they don’t know what you’re talking about, they might be too intimidated to ask.
- Wash your hands. Often. No matter what you do in the practice.
- The office should be CLEAN, fresh and up-to-date. No dying plants, no magazines more than 9 months old, no dust bunnies behind the doors, no stained seating or carpets.
- Train staff to apologize, and to apologize sincerely.
- Complaints from patients and staff need to be addressed in 2 weeks or less.
- Medical equipment is to be maintained and tested annually for safety and performance.
- Once a medical record is finalized, the only changes to a paper record are single line strike-throughs with corrected information and initials, or addendums. There are no changes to electronic records, only addendums.
- Patients don’t understand insurance. Be the expert.
- Shred confidential practice paperwork and patient-identified information on-site.
- Keep medications (including sample medications) in locked cabinets and use a good inventory system to log the use and replacement of stock.
- Strive to meet patients at their communication level. Use graphics, translated materials and interpretive services when needed.
- Don’t expect patients to be on time for their appointments when the provider isn’t.
- Don’t make copies from copies.
- Give everyone the benefit of the doubt. There’s always more to the story. Okay, this is really a rule for life in general, but it works in medical offices too.
Leave a comment and tell me what rule you would add.
For more medical office rules, read “Ten Golden Rules for Your Medical Office Staff.”
Image via CrunchBase
Most medical practice managers do not aspire to be television, radio or (heaven forbid) YouTube celebrities, but it does happen. Medical practices, hospitals, surgical centers, nursing homes and other medical entities are rich fodder for the news these days. So how do you weather the request for a sound bite without putting your practice in jeopardy? Follow these simple rules and you’ll be an asset to your practice in no time.
- The media is your friend, treat them that way. Encourage reporters and journalists to call you for updates on your practice (new doctor, new facility, enhanced website, patient appreciation, health fair activities, etc.) AND to comment on new stories.
- Remember that “No comment” translates in the media as “I’m hiding something.” Some information, even if it is a repeat or a rehash, is better than “no comment.”
- Have your physicians and other administration agree that there is only one spokesperson and that they will refer all requests from the media to you.
- If you are asked a question that you cannot or do not want to answer, probably in relation to something negative about your practice, the format to follow is:
- Tell them that you are not able to answer that question,
- Tell them why you can’t tell them (I don’t have that information at this time OR I’ve not received the report on this yet OR this matter is still being reviewed/evaluated/investigated at this time),
- Tell them what you can tell them, which might be ‘We do know…” OR “What is clear at this time…” OR “What we’ve been told…”
- If the media isn’t calling you for news, call them!
- Nothing is off the record and you can’t unring that bell. Once you’ve said it, it is out there.
Don’t forget that doctors and healthcare are in the spotlight constantly these days and that negative press is not good for your practice, or the industry at large. Protect your practice by being a confident, competent and knowledgeable practice administrator.
Newsletters, especially electronically delivered ones, can actually generate revenue for your practice in many different ways. So here are a few ideas for improving your monthly medical practice income this summer by distributing a newsletter to your patients.
- Building rapport. A newsletter will keep your medical practice in front of your patients. They will think of you first for healthcare, answers, and advice. An electronic newsletter can establish your ability to communicate effectively using this newer communication device. It is especially admirable to have an article written by one of your physicians each month speaking directly to patients in a candid bedside manner. Your patients are more likely to refer you to one of their friends when they know, like and trust you.
- Selling products on the shelf. A newsletter can assist you with selling items you have sitting on your shelf right now such as dermatological creams, supplements, equipment, etc. You may even want to announce flu shots or vaccines when they come available.
- Promoting services. You may have services that some of your patients have not taken advantage of, or may not be aware exists at your practice. By highlighting other services that you provide in addition to doctor visits, you could acquire new revenue from existing patients.
- Introducing new services. Many times you will want to introduce new products or services to your patients and an electronic newsletter can help you to get the word out quickly and effectively without added cost. You can also announce specials and offers you may have for the month using this venue. New providers and staff can be announced to patients this way too.
- Informing patients. Apprising your patients of the latest news, healthcare trends, and policies affecting your medical practice can be a benefit for both you and your patients. You can provide assistance through your monthly updates to help them assimilate all the new information they are receiving from the media more easily.
- Building credibility. Your newsletter can build credibility for your practice and physician(s) by answering general questions, and by discussing diseases and symptoms related to conditions you treat commonly within your specialty. This establishes your practice as the expert and go-to facility for patients healthcare needs.
There are many ways that an e-newsletter can provide benefit to your medical practice and generate additional revenue. If you already have a newsletter in place, then make sure to utilize it to the fullest by sending regular and consistent monthly notices preferably at the same time each month. Continue to add new patients to your newsletter list each week. Provide fresh new content and updates to your newsletter regularly.
If you are just getting started and need ideas for a newsletter you can begin with a simple template such as this layout:
Whats New
Tips Q & A
Medication Updates
Featured Article
Announcements/Specials
For more ideas and information on distributing an e-newsletter, visit my blog at Practice Manager Solutions.
Rebecca Morehead, CPCC
Bringing new ideas to practice manager life.
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With huge growth in 2009, social media is not just a passing trend used by online marketers; its a real, effective method of communicating ideas, sharing information and connecting with people across all age and socioeconomic groups. Healthcare, while slower to adopt the social media wave than other industries, is coming to realize the potential social media tools provide to develop connections with patients, potential patients, along with other physicians and healthcare leaders around the world.
What are some of the driving forces behind this explosion in popularity? One reason is that as consumers, were no longer trusting of advertising and we dont want to be marketed to, we want to be engaged, build a relationship, make the company earn our trust and hear our friends or familys review of their experiences. In fact, studies show that today, only 14% of people trust advertising, whereas 78% of people trust recommendations and referrals. Companies are using social media outlets to build relationships, trust and encourage recommendations and referrals from their engaged consumer base. As practice, hospital and physician growth are so strongly correlated to patient referral and recommendation volumes, it is only natural healthcare organizations look to social media outlets to continue to foster patient relationships and increase referral volumes.
As of February 2010, where is the healthcare industry in its adoption of this social media explosion? Larger organizations and health systems are utilizing the power to connect, share and engage their patients. While, on average, smaller private physician groups and individual physician offices are still slightly hesitant and dipping their toes in the social media pool cautiously. One can understand why healthcare professionals do need to take a more strategic approach to interacting and engaging patients online with potential HIPAA privacy issues and other challenges looming. However, with a carefully crafted social media strategy, many health organizations are realizing the benefits of becoming more accessible in their marketing and reaching out to inform, educate and build trust with patients. According to Ed Bennett (edbennet.org) hospitals are currently at a 53% adoption rate, with 336 Facebook pages, 430 Twitter Accounts, 254 YouTube Channels and 70 blogs. In total, 557 health systems are reported to be participating in some capacity with social media, with the term social media encapsulating many forms and tools, including Facebook, Twitter, YouTube, blogs, LinkedIn, Flickr, and a number of patient forums.
How are healthcare organizations using these tools effectively? Lets focus on the top three tools currently adopted and being utilized in the healthcare social media sector.
Facebook: Physician practices and health systems alike are using Facebook as a dynamic, community-based website. It has become a place where physicians and leaders can post timely, organic or professional videos to educate patients and also connect on a more personal level. As a valuable resource for health information sharing, many organizations are taking the embarrassment out of sensitive subject matter and addressing specific medical problems, questions and issues for patients. Also, introductions to staff members and tours of the facilities are assisting organizations with connecting with their patients outside the four walls of their office and building rapport before patients even arrive for their appointment. Practices are also encouraging patients to participate and engage on their site through discussions and contests. Private practitioners are more likely to start their social media strategy with just a Facebook Fan Page, while larger health systems and hospitals are embracing other social media tools in combination with Facebook in their initial strategy.
Twitter: Twitter is being adopted quickly by the larger health systems as a way to share information, publicize events like health screenings, fairs and clinics and also connect with other health organizations. I like to think of it as a public relations channel for these hospital and health systems. Whats great is that in short, 140 character or less tweets, these organizations are sharing a wealth of information to their patients and those patients are finding ways to access this health information and the system like never before. Overall the smaller, private practitioners are not as quick to adopt Twitter as they are a practice website or even Facebook, but many are starting to realize the benefits of utilizing this community as a way to share their expertise and knowledge, along with driving traffic to their websites.
YouTube: Healthcare organizations are using YouTube like their own, private television station that can be shared with millions of viewers across the world. Again, more popular amongst the larger health organizations, videos of procedures, interviews with clinicians, tours of new facilities and patient testimonials are being posted in a searchable, user-friendly manner to continue to enhance brand awareness, build trust and gain patient loyalty. This social media tool can be used much like Facebook, easing patient fears and answering tough or embarrassing questions. It can also give patients a visual insight into the facility so they know what to expect before arriving at an appointment or for a procedure. It can act as an online referral source, highlighting patients that have had outstanding experiences and are recommending that organization to over a billion of their closest friends and family online. YouTube is the second largest search engine and healthcare professionals are quickly utilizing its power to share and connect with patients.
The fact of the matter is that for all industries, including healthcare, social media is both a curse and a blessing. Patients, who are now consumers with choices, can post content and interact freely with their physicians and their hospitals, sharing both outstanding experiences and negative experiences. Many health professionals are worried about their vulnerability, but social media is real life, online. As 2010 progresses, youll be seeing more and more attention placed on social media by healthcare professionals and by the end of the year, it will be a necessity for organizations to be participating and engaging online, or be left out.
For those organizations still looking to test the waters, my best advice is to develop a clear and concise plan for your online activity. Think about your goals, who are you trying to reach and where are those patients connecting online? What resources do you have to allocate to this new marketing initiative? Will you keep your efforts in-house or look to a firm to help with the process? Who will manage this strategy once it has been developed? What legal implications must we bear in mind as we move forward to protect our patients privacy? These are some of the questions that must be asked before ever jumping into the real-life world of social media. Remember, your patients want to feel engaged and interact with you; they are not looking to be marketed to, promoted to, or sold to. They want real information that can assist them in making important health decisions, while getting to know you and why you care about them as a patient. Use social media tools as a way to connect with your patients outside your office and build lasting relationships, keeping you on the top of their mind. When you can make those types of connections with your patients and build loyalty, your organization will begin to see social media as an effective way to increase your referral and recommendation volumes.
Thanks to guest author Jamie Verkamp, Director, Growth and Development of (e)Merge whose tagline is “Helping Medical Practices Grow”. She can be reached by phone (816)326.8464 – OFFICE, (816)565.1657 – CELL, (816)474.0595 – FAX and can be reached electronically email | web | twitter | facebook.
Some practices are overwhelmed with patients and can’t find enough hours in the day to see all the patients that want to be seen. Others are in a highly competitive environment and are looking for ways to attract new patients. Here is a list of 50 ways to attract new patients to your practice. Some will be better for primary care, others will be better for sub-specialists. Number One will attract patients to all types of practices.
- BE NICE TO EVERYONE: patients and their families, staff, hospital staff, vendors, janitors, everyone. What do people say when they recommend someone? “You’ll like him, he’s nice.”
- Have an open house and offer BP checks, cane/walker checks, free H1N1 shots, etc.
- Offer free meet and greet visits to let patients meet you before establishing.
- Take extra unassigned ER call or fill-in for other docs (the ER staff will recommend you to patients.)
- Visit nursing homes and meet administrators and staff, leave brochures.
- Do home visits.
- Have a Saturday morning clinic.
- Do a radio interview or talk show taking callers’ questions about a medical topic.
- Visit the pharmacies and introduce yourself to pharmacists, leave brochures.
- Visit high school guidance counselors in the spring and leave information about college physicals.
- Place brochures with the Welcome Wagon or Newcomers Club.
- Join the Chamber of Commerce and attend meetings.
- Join the Lions, Kiwanis, or Rotary Club.
- Join the worship center of your choice and become involved.
- Join a journal club.
- Join a business leads organization.
- Take credit cards, offer payment plans and offer a financial hardship program. My book has advice about collecting from patients.
- Call schools and volunteer to do sports physicals in the spring.
- Contact the local Parish Nurses and meet them.
- Volunteer to be available at local school sports events.
- Start a medical issue support group that meets at your practice.
- Call local employers and offer to come on site to do physicals, flu shots, wellness talks.
- Do DOT physicals and take worker’s comp patients.
- Go visit the home health equipment stores and leave brochures.
- Specialize in difficult conditions and disease states and advertise that you do.
- Volunteer at the local free clinic. The volunteers will refer patients to you.
- Offer to be “on tap” for the local TV station to provide sound bites on the latest topic: vaccines/autism, radiation exposure
- Send out info to the newspaper every time you attend a meeting, speak, write, or do anything notable.
- Take Medicaid and insurances offered by local large employers.
- Tap into social media and have a great website, blog, online registration, online scheduling, online drug refills, etc.
- Speak about any medical topic, anytime, anywhere.
- Give travel vaccines.
- Place a sign outside your practice saying “Now Accepting New Patients.”
- Meet the local hospitalists group.
- Offer virtual visits to your established patients.
- Talk to the local managers group.
- Make friends with potential referring practices, take lunch, leave brochures. Don’t forget practices in surrounding areas.
- Have a private line into your practice just for other physicians and practices.
- Make it incredibly easy for staff from other practices to refer patients to you. Many referral decisions are made based on ease of entry to the practice.
- Ask satisfied patients to log on to a physician review site and leave a review of your services.
- Visit daycares and leave information for parents on kindergarten physicals in the summer.
- Develop “loss leaders” and advertise them: free/discounted flu shots, inexpensive physicals for <19 year olds, etc.
- Take students in your practice: medical assistants, nurses, phlebotomists, healthcare career students. When they get jobs they will recommend you.
- Place small ads in the local professional, amateur or high school theater playbill.
- Round twice a day on your inpatients. Satisfied patients refer other patients.
- Give a talk at your practice for anyone who thinks they might like to be in healthcare.
- Moonlight at a local Urgent Care.
- Give a talk for local nurses. Everyone asks nurses which doctor they would go to.
- Let local (nice) hotels know you will make house calls over lunch or after clinic hours.
- SMILE. Never underestimate the value of a smile.
