How a Large Physician Group Achieved 95% Consistency Across Five States

Who we worked with on the challenge

A large physician group with over 200 providers spread across five states, was facing a critical challenge: inconsistent patient experiences across its various locations. This inconsistency was not only affecting patient satisfaction but also creating operational inefficiencies and hindering the group’s ability to negotiate favorable contracts with payers.

Group’s Senior Strategy Leader, recognized that the root of the problem lay in the decentralized nature of their operations. Each location had developed its own processes for patient engagement, care coordination, and follow-up care. While this allowed for some local customization, it resulted in widely varying patient experiences and outcomes depending on which location of the large physician group a patient visited.

What the client needed

To address this challenge, the physician group partnered with MyOutDesk’s Healthcare Admin Support to implement a centralized virtual team for patient engagement and care coordination. The goal was to create a consistent, high-quality patient experience across all locations while still allowing for necessary local variations.

How MyOutDesk helped

The implementation began with the creation of a centralized MyOutDesk virtual engagement team. This team was responsible for all patient interactions outside of direct clinical care, including appointment scheduling, reminders, and post-visit follow-ups. The team operated on a 24/7 basis, ensuring that patients could reach at any time, regardless of their location or time zone.

A key component of MyOutDesk virtual team’s success was the implementation of a unified communication protocol.

All team members were trained in the physician group’s newly developed patient communication standards, ensuring consistency in tone, information delivery, and problem-solving approaches. This protocol was designed to reflect the physician group’s brand values and commitment to patient-centered care.

MyOutDesk virtual team also took over the task of proactive outreach for appointment reminders and follow-ups. Using an EHR and scheduling system, they identified patients at high risk of missing appointments and conducted personalized outreach to reduce no-show rates.

For post-visit follow-ups, the team used standardized scripts based on the type of visit and patient history, ensuring that all necessary information was conveyed and any patient concerns were addressed promptly.

Care coordination was another crucial area where MyOutDesk’s virtual team made a significant impact. They implemented a standardized care coordination process across all physician group’s locations, ensuring smooth transitions between primary care and specialty services, regardless of where these services were physically located within the group’s network.

MyOutDesk’s virtual team also took charge of the physician group’s preventive care program. They conducted regular audits of patient records to identify gaps in preventive care, such as overdue screenings or vaccinations, and reached out to patients to schedule these services. This proactive approach led to a significant improvement in the group’s preventive care metrics.

Results

The results of MyOutDesk’s centralized virtual team approach were remarkable. Within a year of full implementation, the physician group achieved 95% consistency in patient experience scores across all its locations. This consistency not only improved overall patient satisfaction but also strengthened the physician group’s brand and market position.

The proactive outreach and streamlined scheduling process led to a 28% reduction in no-show rates, significantly improving provider productivity and reducing lost revenue. The focus on preventive care resulted in a 15% increase in preventive care compliance, contributing to better patient outcomes and increased revenue from these services.

Perhaps most impressively, the physician group saw an additional $4 million in revenue through improved patient retention. The consistent, high-quality experience encouraged patients to remain within the physician network for all their healthcare needs, increasing patient lifetime value.

The strategy leader reflected on the transformation:

“The MyOutDesk’s virtual team has been a game-changer for us. We’ve been able to create a ‘One’ experience for our patients, regardless of which location they visit. This consistency has not only improved patient satisfaction but has also made us more efficient and effective as an organization.”

The success of this large physician group demonstrates how a centralized virtual team can solve the challenge of inconsistency in multi-location healthcare organizations, leading to improved patient experiences, better health outcomes, and significant financial benefits.

How a Large Physician Group Achieved 95% Consistency Across Five States

Who we worked with on the challenge

What the client needed

How MyOutDesk helped

Results

28%

appointment no-show rate reduction

$4m

increased revenue through patient retention