The MacawHealth Difference
The MacawHealth difference?
We see your patients as consumers whose satisfaction is paramount.
And we see your practices as businesses where empathy and efficiency must profitably co-exist.
A few examples…
Eliminating Inbound-Call Backlogs
A 30-provider gastroenterology practice was leaving 500 calls in its inbound-call queue nightly. Our marching orders: Deliver a solution that involves no human intervention.
An inbound queue jammed with 500 patient calls nightly; talk about a severe case of blockage! After an in-depth assessment, this 30-provider practice launched Macaw Health’s BetterProcedures™. It began by messaging an average of 5.5 pre-procedural colonoscopy reminders per patient and providing real-time, patient specific procedural Q&A simply by texting the questions through the system and providing automated, patient-specific responses. Once fully ramped up, our solution eliminated the backlog and reduced by 50% the time it took to re-transmit patient-specific instructions – freeing up office staff, strengthening patient compliance, and raising patient satisfaction.
Time Spent on
Freeing Staff from the Time Sink
of Answering Routine Calls
Answering inbound calls for a large gastroenterology practice: four Medical Assistants and four office staff.
That’s a lot of human capital invested in answering patient calls – roughly half of which are non-clinical in nature. Enter BetterProcedure™, which processed over 80% of all non-clinical calls with 98% confidence. Our solution responded far more conservatively to medical questions, for which it was set to answer only requests with a 99.8 percent confidence rate or higher. (Questions that fell beneath this threshold were routed to medical staff.) Of the medical questions it did answer, BetterProcedure achieved a 35% reduction in call volume with a confidence rate measured at 99.8%.
How to Manage 600 Calls a Day?
600 calls; half inbound, half outbound. How is a 30-provider OB/GYN office to handle this volume with just ten office and medical staff?
MacawHealth delivered a hybrid solution that provides automated secure messaging response for mammography results, upcoming procedural pre-op instructions, and the triaging of inbound calls. After launching BetterProcedures and BetterOffice’s switchboard tools, the practice saw a 45% reduction in inbound-call times and a 55% reduction in response wait times. As a result, it was able to re-purpose 3.5 staff members and reduce staff overtime.
inbound call times
response wait times