We give your health system a competitive edge by offering a digital concierge experience that puts patients first.
Our cloud-based platform generates substantial revenue impact & cost savings as an integrated bolt-on for your EHR system.
Our team of consumer experience & digital experts will support your enterprise with one communication platform for all your needs.
All-in-One Digital Communication Solution
Odeza connects with 100% of patients through automated two-way texting, emails, and IVR calls – plus live web chat.
Problems We Solve
Here are a few of the problems we solve that continually frustrate health care providers.
Losing patients (and revenue) due to competition and consumerization
Since 2010, insurance deductibles have risen over 67%, while premiums are up more than 25%. Today, patients are paying more out of pocket for healthcare than ever before, leading them to feel more like paying customers. In turn, they expect the same engaging and convenient customer experiences they have grown accustomed to in other commoditized industries, like retail and banking.
Now, patients are taking control by shopping around for the best experience, as witnessed by the 10% of patients that switched to a new provider in 2016 due to low satisfaction. This trend is expected to grow sharply in the coming years as 51% of patients are still dissatisfied with their overall healthcare experiences.
Traditional satisfaction surveys bottleneck service recovery
In today’s healthcare landscape, patients come first. Clearly, patient satisfaction and online reputation are defining factors in boosting patient acquisition and creating a great brand experience. Although most healthcare organizations have tools in place to gather patient feedback, the vast majority of these solutions are inconvenient to patients, plagued by low response rates and feedback data that is neither timely nor actionable.
Traditional surveys (often paper-based) are expensive and typically take weeks to administer, making it impossible to perform timely service recovery with frustrated patients. Needless to say, healthcare organizations can’t solve current problems with out-of-date data.
30% of provider capacity goes unused
At least $50,000 of net revenue per provider is lost each year due to unfilled appointments resulting from cancellations, no-shows, and scheduling errors. In fact, reports show that the underutilization of provider capacity costs the U.S. healthcare industry over $100 billion annually.
More important than the revenue loss is the impact to patient health, as this problem comes at a time when patients are waiting longer than ever—an average of 24 days—to schedule an appointment with a doctor. Unfortunately, a projected shortage of 105,000 doctors will only increase appointment wait times over the next decade.
Emergence of value-based payment models
Healthcare providers face additional complexity when you consider the emergence of value-based payment models, which links provider revenue to the ability to maintain patient loyalty and to engage patients in health improvement.
In order to get paid, providers must move away from fee-for-service payment models and, instead, adopt alternative payment models for Value-Based Reimbursement (VBR), and also risk-sharing models like the Merit-based Incentive Payment System (MIPS). By 2020, two-thirds of all provider payments are projected to be tied to VBR, and the required usage of risk-sharing models like MIPS increased an estimated 75% in 2017.
Standalone EHR systems limit the patient experience
Market-leading EHR systems sold as an “all-in-one” solution present the largest barrier to achieving patient-centric goals due to their inherent lack of mobile capabilities that meet consumer expectations for greater levels of self-service, accessibility, and real-time interactions. Moreover, these EHRs weren’t designed with the patient in mind, and thus lack the functionality to gather and present actionable insights about patient activities, preferences, and behavior patterns—all of which is foundational to building patient experience strategies.
Given the increased demand, several EHRs have tried offering basic features that support patient self-service and accessibility goals, although the effectiveness has proven to be problematic given that adoption rates are very low for features that require a separate app download or portal login.