Decreasing Patient No-Shows is All About Tight Fists and Open Hands: Part 2

It wasn’t just the data.

What was clear to Sentara Health & Medical Group was that they needed to make some serious changes if they were to keep up with how patients choose healthcare today. The data told them everything they needed to know: three out of every four patients search online before making their choice; and, when they do, a third of patients look at reviews first.

How can I become the Amazon of healthcare?

Your customers are used to online shopping being easy, smooth, and reliable. Why should booking healthcare be any different? See how ImConnect provides your patients the ease of a quick trip to

HIMSS Questions & Answer for ImConnect with John Daniels, Global Vice President at HIMSS Analytics

13 July, 2017

We know first-hand the complexities healthcare organizations face.

As the first firm to be certified on all four HIMSS Analytics maturity models, Impact Makers (ImConnect’s parent company) has significant in-market experience partnering with healthcare organizations and a proven track record of success. HIMSS Analytics is solely-focused on supporting and measuring healthcare transformation enabled by information technology.

Decreasing Patient No-Shows is All About Tight Fists and Open Hands

1 June, 2017

Patient no-shows are a vortex of problems. Costing the U.S. healthcare system more than $150 billion dollars a year...

Are you paying an online booking platform to lose your patients to competitors?

30 March, 2017

We’ve received a significant response to our article alerting health systems about the Online/Offsite Patient Booking Platforms (OOPBPs) some companies offer. Many were unaware, but others resounded our points from experience.

Our original piece warned, in short, that when a health system signs the dotted line to implement one of these online booking platforms, it is making itself vulnerable to a poaching of its patients, which could potentially put a large dent in its bottom line. On top of all that, these platforms are exorbitantly expensive and must be paid for all up front.

Understanding Customers is the Key to Patient Experience. But What Does That Really Mean?

23 March, 2017

Customer understanding is at the core of any patient experience strategy. But, what does it mean to understand customers?

There is a common saying in the practice of user experience – you are not the user. We can’t really be inside the minds of the people we interact with. We can try and imagine walking in their shoes, or creating subjective views of what they must be going through.

Impact Makers Now a (Rare) HIMSS Analytics Certified Consulting Firm

10, February, 2017
HIMSS Consultants

Impact Makers is part of an elite group of HIMSS Analytics’ certified consulting firms.

While very few firms have attained certification, even smaller is the number of firms that are certified on all four HIMSS Analytics maturity models. Impact Makers is the only consulting firm to accomplish this comprehensive certification.

3 Critical Ways Your Health System is Being Hurt by Online Booking Platforms (and You’re Paying Them to Do It)

19 January, 2017

Experts have predicted it, multitudes of patients have been clamoring for it, and the colossal healthcare ship has been slowly but surely changing its tack to adopt it.

Online appointment booking in healthcare is becoming a reality, but the question is: are health systems choosing the right platform in the rush to implement?

Defining Patient Experience: Extended Reading for the Overachiever

8 December, 2016
Defining Patient Experience Image User With Pen

Whether one is a nurse practitioner or a VP of Patient Experience, these reading recommendations will provide further color to last week’s article differentiating patient satisfaction and patient experience. We believe improving patient experience is critical, and the following articles are meant to contribute to that larger conversation, particularly around the benefits and drawbacks of using patient satisfaction to measure patient experience.

Defining Patient Experience: Yes, it is about patient satisfaction, but it’s so much more

1 December, 2016

“Patient experience” and “patient satisfaction” are getting thrown around willy nilly. Some are using the two terms synonymously. Others are using one or the other as a proxy for quality of care. And still others are misusing these terms so heavy-handedly that they obscure the role of health and clinical outcomes entirely. In addition to these misunderstandings, throw in health systems creating entire patient experience departments and hiring for positions like “Chief Experience Officer” and “Director of Patient Experience” at an exponential rate, and we have ourselves a quagmire.

Don’t get us wrong: we believe strongly that patient experience should be the top priority for health systems, but it is this dedication that causes concern when patient experience is misinterpreted and misused.

Replacing Google Search Appliance: 4 Reasons to think outside the box

13 October, 2016

Google announced earlier this year that it is sunsetting its first business-centered product: The Google Search Appliance (GSA). Maybe you knew this day would come, but it doesn’t make the reality any less complicated. Companies everywhere are left wondering: what do we do now?

Launched in 2002, GSA brought Google search smarts to business database and site search. Not only was it smart, but GSA was secure. Google’s peppy, little (once purple) yellow boxes sat nicely in companies’ server trays, promising speed and security. While it has largely been both, Google is acknowledging with this pivot that the future of site and database search is cloud-based.

Download our Free eBook: How to Convert Consumers to Loyal Patients

22 September, 2016
image of doctor helping patient

Providers and doctors can often develop tunnel vision, focusing too heavily on patient volume, rather than patient experience. Read our eBook to see how loyal patient relationships can actually be built way before patients walk through a doctor’s office door. It all starts with patients’ online searching and the patient experience on a provider’s website.

Now that you have patients on your website, it’s time to give them a voice

15 September, 2016
keyboard with stethoscope - communicates listening to the patient, giving the patient a voice and quality patient experience

Woody Allen once quipped that “eighty percent of success is showing up.” While it’s unclear whether Woody was talking about Google’s Zero Moment of Truth, he should have been.

Studies have shown that healthcare consumers spend two weeks researching before booking an appointment, visiting multiple websites along the way, typically found via search engine queries. If a healthcare provider wants to convert these consumers, a huge part of that success is getting consumers to land onto that healthcare website during their research. This is done by simply showing up.

Are you showing up where patients are searching? Because if you’re not, someone else is

7 September, 2016

When Jan Carlzon coined The Moment of Truth, the consumer journey looked a lot different.

In the early 1980s, the former Scandinavian Airlines CEO’s definition reframed how consumer-facing business was done.

3 Key findings in groundbreaking Deloitte study: Better patient experience increases hospital profits

25 July, 2016

In recent years, hospitals have been getting pressure from every direction to improve their patient experience. Public and private payers have been rewarding and penalizing hospitals for the quality (or lack thereof) of their patient experience, and up until now, studies have merely covered frustration with the patient experience from the patient’s point of view.

What’s been missing is an answer to this vital question: What’s the business case for hospitals to improve patient experience?

(VIDEO) ImConnect a Remedy to Improve Patient Experience

17 August, 2016

A robust “Find a Doctor” search and scheduling platform is an absolute must to improve patient experience. ImConnect is a hosted solution that is customizable for hospitals and intuitive for patients. Alternatives like website re-designs and in-house builds are expensive and can take over a year (especially when bringing IT into the picture). ImConnect is a fraction of the cost and offers fast implementation.

4 Features that make ImConnect search smart

11 August, 2016

In marketing and sales, data is king. Data provides you the ability to build the perfect campaign, communicate the effectiveness of your digital marketing to internal stakeholders, and is the cornerstone of any successful marketing and sales strategy.

If one doesn’t know exactly how a customer converted, how does one know which parts of the marketing and sales plan are working? This is one of the massive benefits that a website can provide, but sadly, many providers and doctors still have a tough time collecting this critical data. On top of that, many modern “Find a Doctor” search platforms have a hard time remedying this problem. ImConnect is more than able to help.

Top 3 Ways to Improve Patient Experience:
Solutions From the ImConnect Blog

28 July, 2016

The first touch in any patient experience happens even before a consumer becomes a patient. When consumers look for healthcare, they use the internet; they typically use their mobile devices; and currently, over 60% of the time, According to a ThinkGoogle study, their research involves multiple hospital websites.

Consider Accenture’s prediction that by 2019, 64% of all healthcare appointments will be scheduled digitally (sans telephone), and it’s clear that providers and doctors find themselves right in the middle of a huge turning point in patient experience history.

Patient Experience Leakage: Patient “keep-age” the ultimate antidote

21 July, 2016

There’s a philosophical sales paradigm in healthcare today which basically espouses that getting a patient in the door equals income, end of story. What happens after a patient is in the door, as long as he or she wasn’t pointed in the direction of a competitor, is an afterthought. This is why patient leakage has typically been a mere synonym for doctor referrals.

A philosophical shift is critical because there is a direct, causal relationship between the lack of care in the patient experience, which includes what happens to a patient during-visit and post-visit, and patient leakage. Altering philosophy to a more long-term view of each patient as a potential loyal customer will not only prevent patient leakage, but will also generate more income for providers and doctors than the short-term goal of just getting more patients in the door.

Doctor Referrals Don’t Have To Cause Patient Leakage Anymore

14 July, 2016

In last week’s post, we invited readers to take a step back from Patient Leakage, and look at the term anew. Rather than being used merely as a synonym for patients who leak due to physician referrals, patient leakage needs to encompass any instance when a patient is lost to a competing hospital system.

To fully understand this redefined, larger umbrella of patient leakage, it’s important to first address that well-known, glaring symptom: doctor referrals. The complex issue is part-systematic, and part-philosophical, but it is entirely leaky.

Redefining Patient Leakage: Hospitals’ most misunderstood, overlooked, yet critical problem.

7 July, 2016

There is no context in life where a leak is a good thing. What’s even worse is not when leaks go unfixed, but rather, when leaks go ignored because they are ignored as leaks entirely. Oh, that? That’s just an extra faucet a storm decided to install in our ceiling…

Most providers and doctors consider patient leakage to be a term purely synonymous with doctor referrals. The typical definition goes like this: “Leakage is used to describe situations where primary care physicians refer patients to providers outside their system, rather than staying within their network.”

"Find a Doctor" Search & Scheduling: Which implementation option is best for you?

30 June, 2016

The current state of the pre-visit healthcare experience is at a breaking point.

The same empowered consumers that enjoy a smooth, personal, and mobile customer experience in most areas of their lives are also patients, and they’re frustrated with their healthcare experience, to the tune of 75% of them, according to a GE study. Online search and scheduling is an inevitable and practical next step in healthcare catching up to consumer expectations. Accenture predicts that by 2019, 64% of patients will book their appointments digitally.

3 No-brainer website enhancements that will dramatically increase patient conversions

16 June, 2016

[Part 3 of a 3-Part Series: Success converting consumers to patients]

So far, our blog series on successfully converting consumers to patients has tackled the massive data learning opportunities at providers’ and doctors’ fingertips during the pre-visit phase, as well as the need to approach the holistic patient experience  from the patient’s perspective.

Now, it’s time to talk about enhancing that pre-visit process from a patient experience perspective. While there are many ways to go about this, there is one practical, and absolutely critical way to make enhancements: the website. Hey Rubber, meet Road.

When Jan Carlzon coined The Moment of Truth, the consumer journey looked a lot different.

In the early 1980s, the former Scandinavian Airlines CEO’s definition reframed how consumer-facing business was done.

Learning from UX: Finding a doctor is the tip of the patient experience iceberg

9 June, 2016

[Part 2 of a 3-Part Series: Success converting consumers to patients]

Before the internet, the patient experience seemed much simpler.

Consumer to patient conversions were chiefly driven by referrals, mild advertising, and being flat-out closer than the other guy. Consumers just picked up the phone and became patients. Phone call, waiting room, paperwork, nurse, doctor, inhale, exhale, prescription: The End.

This apparent simplicity was actually quite misleading.

Data knows best: Game-changing learnings from tracking a patient’s customer journey from search to schedule

2 June, 2016

[Part 1 of a 3-Part Series: Success converting consumers to patients]

Before ever setting foot in a doctor’s office, patients are putting a lot of effort into finding that doctor.

According to a Think Google study, half of all patients spend over two weeks of online research before booking a doctor’s appointment, and 6 out of 10 visit multiple hospital sites in the process. Reputation, experience, location, and even branding, are all part of the evaluation. As patients ourselves, we know how complex yet important this judgment call is.

The question is: on the other end of the relationship, is there a lot of effort being expended into finding patients?