How to Reduce Call Failure Rates and Offer Quality Virtual Care with a FHIR-enabled Data Activation Platform?

Virtual care offers a wide range of options, including video call, which is useful in situations where the patient must practice physical distancing or is unable to visit a healthcare facility in person.

The seemingly gradual shift to virtual care delivery has transformed everything from daily workflows to patient interactions. And we are aware of the rippling effects of this transformation on a wide range of outcome measures like revenue, operations, care management, and the maintenance of long-term patient relationships. Although providers are striving to provide a consistent experience for all of their patients, technological challenges continue to get in their way.

In our latest discussions with many providers, we gathered their views on a wide range of real concerns, and the high call failure rates ranked near the top. So in our first blog, we will discuss how call failure is a significant barrier to making the shift to virtual care and what Innovaccer is doing to resolve this issue.

Challenge: High Call Failure Rates

Physicians around the country have experienced as much as 40% call failure rates due to various issues. High failure rates are usually attributed to patient factors, but in reality, the problems encountered are usually less about patients and more about simplifying the workflow and patient experience.

To overcome this issue and make the shift to virtual care seamless for provider teams, we created a solution that works for every single patient. We spoke to a number of providers while attempting to understand the root cause behind high call failure rates. A typical patient panel comprises a wide range of patients, with varying levels of access to reliable internet and exposure to technology. A few patients might be figuring out how to enter a video visit, while some may still be using feature phones.

To address this, we have added a switch to audio call functionality. When a patient calls your office, the care team has the option to ask patients a few qualifying questions to determine if they have the necessary support system to schedule a video visit. If they determine it to be otherwise, they may simply schedule a voice call right on our virtual care solution.

Once a patient is scheduled for a voice call, you will have an option to launch the call from our solution in one click that calls your patient directly on their phone. The patient sees the clinic’s phone number, which keeps your phone number private. The voice call functionality also works when your patient is scheduled for a video visit that fails mid-way. You can use the same one-click feature to dial your patient, resume the visit, and be there for them when they need you the most.

Virtual Care is Here to Stay

Virtual care solutions are making a positive contribution to the healthcare system, and being used in a variety of ways amid the pandemic. Despite a few challenges, they are bridging the gap between health systems, physicians and people, and all healthcare stakeholders are showing a keen interest in them.

So, this was our first blog in a series where we discuss challenges experienced in delivering a seamless virtual care experience and how a data activation platform is driving virtual care adoption. There is plenty more coming, so stay tuned.