Locations to consider. Here are two locations hospitals should consider to begin their outpatient growth strategy:
Surgery. Many hospitals already provide freestanding outpatient surgery services at an ASC or HOPD, so this is a good place to start using physician alignment strategies to control costs, engage physicians and begin adopting more patient-friendly and efficient service delivery. These strategies, such as joint ventures or co-management, can then be applied to other outpatient services the hospitals launches.
Medical malls. Medical malls, which offer a variety of outpatient services under one roof, can be an outgrowth of a surgery center, adding imaging, lab, physical therapy and other complimentary services. Patients like them because they offer one-stop shopping. Medical malls can be set up in a different market where the hospital wishes to grow. Other services in a medical mall include infusion, sleep labs, alternative therapies and wellness programming.
Steps to take. Here are some steps that can improve service delivery in these integrated settings:
1. Central registration. This reduces staffing needs and possibility of errors, and it increases patient satisfaction.
2. Kiosk check-in. Features here include credit card “swipe” functions for co-pay collection.
3. Center-specific ID card. Such a card contains patient demographics and registration information.
4. Interactive websites. These website allow patients to request appointments, provide health data and comment on patient experiences.
5. Schedule coordination. By coordinating services, the patient can receive as many services as possible on the same day.
6. Hand-held devices. Staff use of hand-held devices, where appropriate, allows for more direct interaction with the patient while charting.
7. Customer-service training. This sort of intensive customer-service training should ideally come from the hospitality industry.
Learn more about ASC Strategies.
Read about other hospital outpatient strategies:
-David Fox: 5 Approaches to Improve Advocate Good Samaritan’s Outpatient Satisfaction
