patient experience Archives - Business RadioX ®

Patient Experience at Village Medical, with Dr. David Hatfield, President of Village Medical

April 21, 2023 by John Ray

North Fulton Studio

Patient Experience at Village Medical, with Dr. David Hatfield, President of Village Medical

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Patient Experience at Village Medical, with Dr. David Hatfield, President of Village Medical (Episode 86, To Your Health with Dr. Jim Morrow)

Dr. David Hatfield, President of Village Medical, joined Dr. Jim Morrow on this edition of To Your Health. Dr. Hatfield and Dr. Morrow discussed the Village Medical model, value-based care, addressing gaps in care, their team approach which includes wraparound services like Village Medical at Home, patient experience, and much more.

To Your Health is brought to you by Village Medical (formerly Morrow Family Medicine), a “New Way to Well.”

Village Medical

At Village Medical, your relationship with your primary care provider is the foundation to your health. Their doctors and staff partner with you to understand your needs, and work together to focus not just on treatment, but also education and preventative care.

They combine the tools, technology and people needed to help create healthier, happier patients. More connected care means more complete care.

Village Medical clinics located at Walgreens pharmacies are bringing their vision of exceptional and compassionate primary care even closer to you. With locations throughout the United States, they’re in your neighborhood. And that network means you can visit a doctor at any of their locations, and they’ll have your records available.

With Village Medical at Home, they provide at-home visits designed to give eligible patients the attention they need, in a way that’s best for them and their caregivers.

With your caring team at Village Medical, it’s easy and convenient to stay on top of your health. Maybe more than ever before. Village Medical. The New Way to Well.

Company website | Facebook | Instagram

Dr. David Hatfield, President, Village Medical

Dr. David Hatfield has been practicing since 1995, with a focus on Family Medicine and a clinical interest in geriatrics.

Dr. Hatfield completed his undergraduate study in exercise science at Arizona State University. He attended medical school at A.T. Still University School of Osteopathic Medicine in Kirksville, Missouri and fulfilled his family practice residency at Mesa General Hospital. Certified by the American Osteopathic Board of Family Practice (AOBFP), he has a Master of Medical Management (MMM) degree from USC.

He is fluent in Spanish.

Outside of work, Dr. Hatfield enjoys snowboarding, golfing and mountain biking. He has ten grandchildren (and counting) and is interested in food.

Dr. Jim Morrow, Village Medical, and Host of To Your Health with Dr. Jim Morrow

Dr. Jim Morrow is the founder of Morrow Family Medicine, now part of the Village Medical family of practices. He has been a trailblazer and evangelist in healthcare information technology, was named Physician IT Leader of the Year by HIMSS, a HIMSS Davies Award Winner, the Cumming-Forsyth Chamber of Commerce Steve Bloom Award Winner as Entrepreneur of the Year and he received a Phoenix Award as Community Leader of the Year from the Metro Atlanta Chamber of Commerce. He is married to Peggie Morrow and together they founded the Forsyth BYOT Benefit, a charity in Forsyth County to support students in need of technology and devices. They have two Goldendoodles, a gaggle of grandchildren and enjoy life on and around Lake Lanier.

Facebook | LinkedIn | Twitter

The complete show archive of To Your Health with Dr. Jim Morrow addresses a wide range of health and wellness topics.

Dental Board Complaints

November 19, 2021 by John Ray

Dental Law Radio

Dental Board Complaints

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Dental Board Complaints (Dental Law Radio, Episode 26)

Patients can file dental board complaints for reasons which are spurious or even sinister. How do you lessen the likelihood of such complaints? As Stuart Oberman explains in this episode of Dental Law Radio, there are some basic “know your patient” and patient experience practices you can implement to lessen the livelihood of these complaints, and if they are filed, mitigate their risk to your practice. Dental Law Radio is underwritten and presented by Oberman Law Firm and produced by the North Fulton studio of Business RadioX®.

TRANSCRIPT

Intro: [00:00:02] Broadcasting from the Business RadioX Studios in Atlanta, it’s time for Dental Law Radio. Dental Law Radio is brought to you by Oberman Law Firm, a leading dental-centric law firm, serving dental clients on a local, regional and national basis. Now, here’s your host, Stuart Oberman.

Stuart Oberman: [00:00:25] Welcome everyone to Dental Law Radio. I always say that it’s a great profession, except for the patients. The patients will drive you nuts. And, I always say in the meetings that I’m a pleasure speaking at, online, tell our clients, it is not if you’re going to get a board complaint, it is when because what happens is that it is so easy nowadays to file a board complaint.

Stuart Oberman: [00:01:01] Many things are done online in many states. In some states, I can literally go out of your office after I just had a cavity filled, go to QT, grab a Diet Coke, and I can sit in the parking lot and file a board complaint because I didn’t like you, I didn’t like your staff, I didn’t like how much you charged me. It is too easy.

Stuart Oberman: [00:01:28] So, what happens is you get this letter notice from the board. You’re shocked, you’re angry. What are you going to do? Well, the question is how do you prevent that. Going forward is a whole different scenario than prevention. So, you know, a couple of things to think about on the prevention side. Okay.

Stuart Oberman: [00:01:50] So, a patient you do not know is more likely to file a complaint than Aunt Betty who you’ve seen for the last 30 years. Patients who do not pay their bills are a huge problem. You’ve got to look at that. Is it risky? Is it risky to file or send him over to collections than it is to let $100, $200 go? Look, at the end of the day, it’s a board’s responsibility to make sure that you are doing your job correctly.

Stuart Oberman: [00:02:18] However, a couple of things. Preventive. Before that patient leaves your practice, you better make sure they understand what’s expected, what’s not expected. There’s no way possible that you can have an inkling as to what that patient is thinking. If there is a concern, then you need to make an additional appointment with that patient because an extra five, 10, 15 minutes will save you a world of headaches down the road. If you have a problem patient, again preventative, you have your assistant in there with you telling the patient what is good, the bad, the ugly, and straightforward.

Stuart Oberman: [00:03:03] One thing I always say is you need to look your patient in the eye. That’s a lost art in today’s world. When you’re looking at your patient and you’re telling the patient what’s going on, that’s a whole different ballgame. You’re going to pick up a lot of things you’re not going to pick up by talking on telephone. Always, always, always give the patient extra time if they need it, and, let me say this if you’ve got a problem patient, we had doctors that will not talk to patients.

Stuart Oberman: [00:03:40] If I get a patient that is a problem patient and communicates with my office manager, whomever is not working, gosh, pick up the phone, call these patients. I say guys plural ’cause I’m from the North. So, pick up the phone. Call the patient, get the problem solved. Now, for 10 minutes, they’re going to vent and they’re going to blow your ear off, which is fine, let them vent. [inaudible] could this problem matters and I call the patient and I’ll say, “Hey, look, I represent Dr. Jones. Tell me what’s going on.” For 15 minutes, I’m lambasted about everything that the doctor didn’t do, the price, the staff, everything. Great. I’m a venting board. Now, let’s get to the problem-solving matter. Okay.

Stuart Oberman: [00:04:28] So, when a board matter, when you get a board letter, you got to make sure you understand what the complaint is, the timeframe within which this client filed that complaint. And, let me tell you this. You don’t always have to give a complaint to your malpractice carrier. It is up to you and the facts and circumstances. But let me make this statement very clear. If you have someone from your malpractice carrier that’s representing you at a board hearing, they better know what they’re doing.

Stuart Oberman: [00:05:02] We’ve had cases that I have handled and I’ve made it very clear to the malpractice lawyer, “Look, we do this time and time and time again. This is your second hearing. It’s my 700th hearing. Sit back, relax. If you want to join the meeting, fine. Let us take the lead. We know what we’re doing. We know the boards. We know what’s going on, and you can report back to the insurance company at a later date.” So, you better know the experience of that lawyer, how to respond. And, if that lawyer is just showing up without responding or sending down different documents or what be required to be proactive, you need to find someone else.

Stuart Oberman: [00:05:42] So, the board’s going to request, you got to be ready for this, an updated CV, copies of your license, continuing CE education requirements. It’s amazing how many of our doctors can’t find their CE and wait until after the board hearing, [inaudible] if it’s informal to gather it up. These are things you need to gather up beforehand. Give a complete copy of all the records. The last thing you want in the world is the board to discover that you’re not being forthcoming with records. That is a huge, huge problem.

Stuart Oberman: [00:06:16] So, then let’s talk about defenses, defenses. Document your instructions to the patient [inaudible]. Document every complaint, every concern. Put it in the file. Our previous podcast, we discussed the certain things you can’t put in the file, certain things you do not want to put in a file. Derogatory comments, comments regarding race, color, [inaudible], sexual origin. Those are inappropriate. It should never be in a file. Keep copies of all your correspondence. Keep records of all incidences. Look, things are going to happen. Document him, keep him, keep him in the chart. Update your CV. Update your attendance. Keep your resume up to date. And, note, note, note extensively all problems with that particular patient. Document it, document it, document it.

Stuart Oberman: [00:07:17] So, what are the most common complaints that we receive? And, we receive a lot of complaints from our dental offices. A lot of them are garbage, but some of them are very realistic and we’ve got to deal with them. So, what’s the number one complaint? It’s hard to say.

Stuart Oberman: [00:07:34] Let me go through some of these things, but it’s hard to say what’s number one and number 10. But what we consider unprofessional conduct is a failure to release records. You want to get an OSHA complaint, you withhold records. You want to get a board complaint, you withhold records.

Stuart Oberman: [00:07:52] Substandard practice. License expires when you’re hygienist and you’re associate doctors.

Stuart Oberman: [00:07:59] Malpractice claims. Be thorough.

Stuart Oberman: [00:08:04] Sexual misconduct on both sides of the fence, male and female. There are things that are absolutely inappropriate.

Stuart Oberman: [00:08:15] Now, board complaints will also come from your staff. So, you’ve got to be careful also with patient relations.

Stuart Oberman: [00:08:25] Financial issues. Billing for services that are not rendered, multiple billing and billing discrepancies. Look, there’s times we’ve been in board complaints and we thought it was clinical. Clinicals was fine and we got absolutely hammered on the financial side because it wasn’t documented. There’s double entries. Lab referrals were incomplete. So, those are things that you’ve got to take a look at on a broad scale that may go wrong.

Stuart Oberman: [00:08:53] So, what I would do is, on the complaint side, figure out what the problem is with your patients. Figure out what needs, how the problem needs to be rectified. Take a look at these proactive matters that we’ve discussed. Review them internally with how your procedures are going. And, I will tell you, the longer a problem goes on, the bigger the fire, the more expensive it gets. A problem matter is happy when it’s closed. Get it done, get it closed, get it released.

Stuart Oberman: [00:09:32] That is a very, very, very quick update on dental board complaints. Again, I could talk a whole day on this. Just take a look at a couple of things. Take a look at your procedures and everything should work out okay.

Stuart Oberman: [00:09:46] Thank you for joining us on Dental Law Radio. My name is Stuart Oberman. If you have any questions, please feel free to give us a call, 770-886-2400. My email is stuart, S-T-U-A-R-T, @obermanlaw.com. Thanks for joining us and have a fantastic day.

About Dental Law Radio

Hosted by Stuart Oberman, a nationally recognized authority in dental law, Dental Law Radio covers legal, business, and other operating issues and topics of vital concern to dentists and dental practice owners. The show is produced by the North Fulton studio of Business RadioX® and can be found on all the major podcast apps. The complete show archive is here.

Stuart Oberman, Oberman Law Firm

Stuart Oberman is the founder and President of Oberman Law Firm. Mr. Oberman graduated from Urbana University and received his law degree from John Marshall Law School. Mr. Oberman has been practicing law for over 25 years, and before going into private practice, Mr. Oberman was in-house counsel for a Fortune 500 Company. Mr. Oberman is widely regarded as the go-to attorney in the area of Dental Law, which includes DSO formation, corporate business structures, mergers and acquisitions, regulatory compliance, advertising regulations, HIPAA, Compliance, and employment law regulations that affect dental practices.

In addition, Mr. Oberman’s expertise in the health care industry includes advising clients in the complex regulatory landscape as it relates to telehealth and telemedicine, including compliance of corporate structures, third-party reimbursement, contract negotiations, technology, health care fraud and abuse law (Anti-Kickback Statute and the State Law), professional liability risk management, federal and state regulations.

As the long-term care industry evolves, Mr. Oberman has the knowledge and experience to guide clients in the long-term care sector with respect to corporate and regulatory matters, assisted living facilities, continuing care retirement communities (CCRCs). In addition, Mr. Oberman’s practice also focuses on health care facility acquisitions and other changes of ownership, as well as related licensure and Medicare/Medicaid certification matters, CCRC registrations, long-term care/skilled nursing facility management, operating agreements, assisted living licensure matters, and health care joint ventures.

In addition to his expertise in the health care industry, Mr. Oberman has a nationwide practice that focuses on all facets of contractual disputes, including corporate governance, fiduciary duty, trade secrets, unfair competition, covenants not to compete, trademark and copyright infringement, fraud, and deceptive trade practices, and other business-related matters. Mr. Oberman also represents clients throughout the United States in a wide range of practice areas, including mergers & acquisitions, partnership agreements, commercial real estate, entity formation, employment law, commercial leasing, intellectual property, and HIPAA/OSHA compliance.

Mr. Oberman is a national lecturer and has published articles in the U.S. and Canada.

Oberman Law Firm

Oberman Law Firm has a long history of civic service, noted national, regional, and local clients, and stands among the Southeast’s eminent and fast-growing full-service law firms. Oberman Law Firm’s areas of practice include Business Planning, Commercial & Technology Transactions, Corporate, Employment & Labor, Estate Planning, Health Care, Intellectual Property, Litigation, Privacy & Data Security, and Real Estate.

By meeting their client’s goals and becoming a trusted partner and advocate for our clients, their attorneys are recognized as legal go-getters who provide value-added service. Their attorneys understand that in a rapidly changing legal market, clients have new expectations, constantly evolving choices, and operate in an environment of heightened reputational and commercial risk.

Oberman Law Firm’s strength is its ability to solve complex legal problems by collaborating across borders and practice areas.

Connect with Oberman Law Firm:

Company website | LinkedIn | Twitter

The Patient Experience at Morrow Family Medicine

March 24, 2021 by John Ray

North Fulton Studio

The Patient Experience at Morrow Family Medicine

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The Patient Experience at Morrow Family Medicine (Episode 53, To Your Health with Dr. Jim Morrow)

Excellence in patient care is the primary concern at Morrow Family Medicine. On today’s show, host Dr. Jim Morrow shares how communication is the foundation of their practice. He also shares the family recipe for ” The Best Homemade Vanilla Ice Cream EVER!” “To Your Health” is brought to you by Morrow Family Medicine, which brings the care back to healthcare.

About Morrow Family Medicine, A Member of Village Medical

Morrow Family Medicine, a Member of Village Medical, is an award-winning, state-of-the-art family practice with offices in Cumming and Milton, Georgia. The practice combines healthcare information technology with old-fashioned care to provide the type of care that many are in search of today. Two physicians, three physician assistants, and two nurse practitioners are supported by a knowledgeable and friendly staff to make your visit to Morrow Family Medicine, A Member of Village Medical one that will remind you of the way healthcare should be. At Morrow Family Medicine, a Member of Village Medical, we like to say we are “bringing the care back to healthcare!” The practice has been named the “Best of Forsyth” in Family Medicine in all five years of the award, is a three-time consecutive winner of the “Best of North Atlanta” by readers of Appen Media, and the 2019 winner of “Best of Life” in North Fulton County.

Village Medical offers a comprehensive suite of primary care services including preventative care, treatment for illness and injury, and management of chronic conditions such as diabetes, congestive heart failure, chronic obstructive pulmonary disease (COPD), and kidney disease. Atlanta-area patients can learn more about the practice here.

Dr. Jim Morrow, Morrow Family Medicine, and Host of “To Your Health with Dr. Jim Morrow”

Dr. Jim Morrow is the founder and CEO of Morrow Family Medicine. He has been a trailblazer and evangelist in the area of healthcare information technology, was named Physician IT Leader of the Year by HIMSS, a HIMSS Davies Award Winner, the Cumming-Forsyth Chamber of Commerce Steve Bloom Award Winner as Entrepreneur of the Year and he received a Phoenix Award as Community Leader of the Year from the Metro Atlanta Chamber of Commerce. He is married to Peggie Morrow and together they founded the Forsyth BYOT Benefit, a charity in Forsyth County to support students in need of technology and devices. They have two Goldendoodles, a gaggle of grandchildren and enjoy life on and around Lake Lanier.

Facebook: https://www.facebook.com/MorrowFamMed/

LinkedIn: https://www.linkedin.com/company/7788088/admin/

Twitter: https://twitter.com/toyourhealthMD

The complete show archive of “To Your Health with Dr. Jim Morrow” addresses a wide range of health and wellness topics, and can be found at www.toyourhealthradio.com.

Dr. Morrow’s Show Notes

The Patient Experience at MFM, a part of VM

We enjoy our work –
- it’s a fun environment.
- People get along and look out for each other.
- Very collegial and family atmosphere.

Expectations –
- We try to keep in mind what patients expect when coming to the doctor.
- We know that many times you are not at your best,
  - you are sick or anxious or upset or something other than how you’d prefer to be,
    - or where you’d prefer to be.
    - So, it falls to the front desk and medical assistants to begin the process of making you feel better,
    - at least no worse for having come to the doctor.

Communication –
- I built this practice by telling people that “we will respond to you in what YOU feel is a timely manner”,
  - and if we do not please tell us so that we can fix it.
  - I have been in practices where this was not a priority
  - and I was determined when I started MFM that this would be different and I believe that it still is.
  - We are not perfect.
    - But we try to be.

Listen to the patient –
- listening doesn’t mean telling the pt what they want to hear.
  - Many times, in the exam room,
    - I will just roll away from the desk and lean back and listen.
    - You have to listen.
      - Let the patient take the time they need to tell you their story.
      - You need to know the story to make them better so listening then is critical.

Quality Measures – mammogram, colonoscopies, a1c –

This is how I met Village MD.

They have helped us with this for over three years.
Insurance companies have imposed upon practices the need to have patients get mammograms, colonoscopies, A1C tests (for diabetics).
Doing these will help us to prevent illness.
- That’s a whole different aspect of medicine from what has been practiced since Hippocrates.

Utilizing advanced practice providers –
- I have been blessed to work with many great PAs, NPs, etc. in my time in family medicine.
  - Currently, at MFM, we have the best group of these that I have ever seen under one roof.
    - They see patients independently, utilizing myself or Dr. Kindregan when needed,
      - we all talk as a group,
      - chat as a group,
      - consult as a group,
      - but they have patients who will ONLY see them.
    - Jaime Kutter, Mariann Simpson, and Emily Downs, our physician assistants, are incredibly bright, well-trained and women who have honed their skills over a total of probably 55 years or so.
    - And Jessica Kuhn, our nurse practitioner, brings an angle of care that is typical of nursing and clinical care, again seeing her own patients who request to see her.

Population Health –
- refers to the health status and health outcomes within a group of people rather than considering the health of one person at a time.
  - For public health practitioners, improving population health involves understanding and optimizing the health of a population broadly defined by geography.
    - Components are:

- - - - Emphasis on primary care
      - Careful data-driven environment
      - Physician leadership
      - Off–the-radar disease management
      - Innovation
      - Portal
      - Village at Home
      - Digital marketing
      - Reviews

As we get closer to the warmer times, I want to share with everyone The Morrow’s favorite recipe:

The Best Homemade Vanilla Ice Cream EVER!

Ingredients:

1 Tbsp vanilla extract

1 – 14 oz can sweetened condensed milk

2 – 12 oz cans evaporated

2 cups white sugar

4 eggs

Whole milk

Salt

Ice

In an electric mixer, cream eggs and sugar. Add evaporated milk, condensed milk, and vanilla. Beat well. Pour into an electric ice cream churn. Add whole milk to the fill line. Insert dasher. Assemble churn. Fill 1/3 with ice. Add a layer of rock salt. Repeat layering with ice and salt until full. When churn starts to labor, turn off. Fill with more ice and cover with a towel for 45-60 minutes. Remove ice cream to freezer containers and freeze for 4-5 hours. And enjoy!

Leadership and Communication for DSOs, with Janet Hagerman, DSOs Done Right ℠

August 14, 2020 by John Ray

North Fulton Business Radio

Leadership and Communication for DSOs, with Janet Hagerman, DSOs Done Right ℠

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Leadership and Communication for DSOs, with Janet Hagerman, DSOs Done Right ℠ (North Fulton Business Radio, Episode 270)

Janet Hagerman joins host John Ray to discuss the challenges and opportunities of scaling a dental service organization, good patient communication, and more. It’s must listening for dental industry practitioners, but anyone challenged by scaling their business will find value from what Janet offers in this show. “North Fulton Business Radio” is produced virtually by the North Fulton studio of Business RadioX® in Alpharetta.

Janet Hagerman

Janet Hagerman is an international speaker, author and consultant. A graduate of the Medical College of Georgia, Janet is a health industry thought leader known for her creative expertise in communication, leadership and motivation. Janet’s experience includes over 15 years of clinical experience, 20 years coaching experience with both solo practices and small to large dental groups, past corporate Dental Hygiene Director for a 150+ DSO, PennWell Editorial Advisory Board member, and author of several books, as well as numerous articles and courses. She provides customized coaching programs for individuals, practices and growing dental groups. Janet’s focus on soft skills, creative communication and leadership empowers health professionals worldwide providing them with proven, effective and easy to implement strategies for success.

Janet’s international and domestic experience has taught her that worldwide people and practices encounter similar challenges, and enjoy the benefits of stronger communication skills. Her expertise in coaching health care professionals and management worldwide on communication and leadership “soft skills” provides effective and easy to implement strategies for success. Janet’s proven process and programs make an immediate impact on the delivery of patient care and financial results.

Janet assists dental groups establish a foundation for comprehensive and profitable growth, with efficient and consistent clinical and business systems. As DSOs [Dental Support Organization] continue to focus on improving patient experience and employee retention, Janet’s passion is to help DSO groups become known for a reputation of outstanding patient care and loyal patients and employees, resulting in sustained profitability.

Janet’s DSO experience enables her to help growing DSOs to:

-Develop their organizational structure based on their unique character
-Build dynamic self-sustaining teams
-Grow production predictably
-Create dependable, duplicatable systems that support growth and acquisition
-Design a stellar patient experience that nurtures brand reputation

Company website

Questions/Topics Discussed in this Show

How has the dental world changed?
You mention DSO. What is a DSO?
The benefits and pitfalls of scaling a dental service organization
Are there commonalities to the work you do for DSOs and other service industries?
Where do you see the industry 10 years from now?
Who do you work with? What happens when someone works with you?

North Fulton Business Radio” is hosted by John Ray and produced virtually from the North Fulton studio of Business RadioX® in Alpharetta. You can find the full archive of shows by following this link. The show is available on all the major podcast apps, including Apple Podcasts, Spotify, Google, iHeart Radio, Stitcher, TuneIn, and others.

Renasant Bank has humble roots, starting in 1904 as a $100,000 bank in a Lee County, Mississippi, bakery. Since then, Renasant has grown to become one of the Southeast’s strongest financial institutions with over $13 billion in assets and more than 190 banking, lending, wealth management and financial services offices in Mississippi, Alabama, Tennessee, Georgia and Florida. All of Renasant’s success stems from each of their banker’s commitment to investing in their communities as a way of better understanding the people they serve. At Renasant Bank, they understand you because they work and live alongside you every day.

Gina and John Ore with Passion for Patients

June 21, 2017 by angishields

Phoenix Business Radio

Gina and John Ore with Passion for Patients

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If you take a look at on-line or Healthgrade reviews, most patients say they “love their doctor – but can’t stand the front/back office staff”. Passion for Patients™ is an on-site, interactive training program for front and back office staff that focuses on interpersonal and communication skills.

A lot of physicians and practice administrators complain about high staff turnover, tension or bickering among employees, finding and retaining the best talent for the team. Practices that have completed the Passion for Patients™ training have found their teams to be more collaborative, communicative, and effective. People want to work there! And patients have a better experience!

Gina Ore, Founder and CEO with Passion for Patients™, has spent her career leading grassroots, established and start-up non-profit foundations to the next level of success. Along with her personal experiences and a Masters Degree in Innovative Leadership, she has enjoyed more than 25 years of relationship engagement and successful fundraising. Ore has worked closely with and developed deep connections with medical professionals, generous donors, and dedicated volunteers who have supported healthcare, human services, and medical research. She has worked in the largest physician-owned practice in Arizona and participated in health system acquistions.

Ore has been very involved in the healthcare associations including the Association of Healthcare Philanthropy, Arizona Women in Healthcare, and Hon Kachina Council. She has also served in leadership roles in the Rotary Club of Sun City West, The West Valley Symphony, Art Museum of the West Valley, and the Sun Cities Area Minsterial Association. To find out more about Gina and Passion for Patients visit her website, and follow her on LinkedIn and Facebook.

ShareWIK, Bioscape Digital, and ER Express – Top Docs Radio

October 29, 2014 by angishields

Top Docs Radio

ShareWIK, Bioscape Digital, and ER Express - Top Docs Radio

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ShareWIK, Bioscape Digital, and ER Express

This week I sat down with the CEO’s of ShareWIK, Bioscape Digital, and ER Express. With the recent implementation of the Affordable Care Act, new requirements came into effect that placed emphasis on patient satisfaction as a component of reimbursement. As it happens, these innovative companies had been developing and implementing their innovative platforms that dramatically improve patient experience and engagement before the law came into effect. That positions them as leaders in the space and I was pleased to have them join us to talk about what they’re doing.

ShareWIK.com provides licensed health information to a wide variety of organizations seeking to provide useful health content to their website and social media visitors. The writers who contribute to the ShareWIK content are journalists who have a true understanding of the topics they are covering. Content is vetted for accuracy before distribution. That means companies and healthcare organizations seeking to control health costs through helping employees and patients make better choices in their daily lives now have an effective, engaging tool to do just that. The team at ShareWIK is also collaborating with the Bioscape Digital platform to provide content that will be served to their patient-users.

ER Express is an application/platform that enables participating ER’s and Urgent Care centers to post an estimated time they can expect to be seen at their location. This means a prospective patient can register and hold their place in line and do much of their wait time at home, work, etc. The application uses IP address and Geo-tagging for users on mobile devices to display nearby area care centers and their estimated Time To Be Seen. In this way patients can reduce their overall wait time as well as optimize ER versus Urgent Care utilization for non-life-threatening problems. The service is free for patients to use and is currently available for numerous major health facilities in the Atlanta metro (and elsewhere in the country).

Bioscape Digital is a tablet-based platform for use in the emergency department and urgent care settings. The platform is simple to use with a simple, intuitive point-click interface. It serves the patient with professionally-produced health content provided by ShareWIK that covers a variety of topics from what to expect with a given type of study or procedure to information about available services within the hospital. The platform provides an engaging way for patients to occupy their time spent waiting for care that improves their awareness of useful health information at the same time. Patients can use the platform to communicate positive and negative feedback in real time to hospital personnel, giving the staff the opportunity to potentially address and correct issues of concern. Their platform is already showing a dramatic improvement in patient satisfaction scores as well as staff morale in their client-user facilities.

These Atlanta-based companies are helping to improve the way care is delivered and the way the experience is perceived by patients. It’s exciting to get to introduce them to a wider audience and help them expand adoption of these helpful, innovative technology platforms.

Special Guests:

Diana Keough, CEO/Founder of ShareWIK.com

Journalism Instructor/Guest Lecturer, Emory University
Member, Koles College of Business Advisory Board, Kennsaw State University
Former Front Page Series Writer, The Plain Dealer
Former Reporter/Commentator, WKSU
Co-author, “Building a Business, Building a Life: The Incredible Life of a Woman Business Owner”

Sahil Patel, President of ER Express