In today’s evolving healthcare landscape, Management Services Organizations (MSOs) have a unique opportunity to both attract new patients and prospective practices and retain existing care relationships by leveraging digital self-service solutions. Patients are increasingly expecting the same level of convenience in accessing healthcare as they experience in other areas of their lives, like banking or shopping. To meet these expectations, Management Services Organizations (MSOs) need to provide digital self-service options. EHR-integrated provider search, patient self scheduling, and digital check-in are options that allow patients to find, manage, and engage with care on their own terms.
This article explores how MSOs can use self-service solutions to attract new patients and practices while augmenting the benefits that they provide to the practices already in their organization. It covers the importance of meeting modern consumer demands, the benefits of reducing administrative burden through automation, and the impact of consistent, accurate provider information on the overall patient experience. Finally, the article provides a crawl, walk, run framework that MSOs can use when implementing digital self service.
Meeting Modern Consumer Demands
Patients are increasingly seeking the convenience of managing their healthcare online. Just as they expect seamless digital interactions when booking flights or ordering groceries, they want the same ease when searching for providers or scheduling appointments. A recent survey shows that over 70% of consumers consult the internet when searching for care. Furthermore, almost 40% prefer patient online scheduling over other channels. To attract these patients, MSOs must offer robust digital self-service options that cater to these preferences.
By implementing digital tools such as EHR-integrated provider search, patient self-scheduling, and digital check-in, MSOs can provide a more attractive and user-friendly experience for both patients and practice staff. This not only helps in drawing in new patients but also makes the MSO more appealing to prospective practices looking to align with modern, patient-centered care models.
How MSOs Benefit from Digital Self Service
The healthcare industry has been slow to adopt digital self service in comparison to other industries, but there are signs that this is changing. Consumers increasingly expect to be able to manage their healthcare online. Practices and other provider organizations like MSOs that fail to meet these expectations risk losing patients to those that do.
As such, the benefits of digital self service for MSOs are numerous. First and foremost, it can significantly reduce administrative burdens. By automating tasks such as scheduling appointments and processing patient intake forms, MSOs and their associated practices can free up their staff to focus on other activities. This operational efficiency can lead to reduced wait times, enhanced care quality, and cost savings.
Moreover, digital self-service tools contribute to higher patient satisfaction. When patients can access their medical records, schedule appointments, and manage their care online, they feel more empowered and engaged. This increased control fosters trust and loyalty, making it more likely that patients will choose and remain with a provider associated with the MSO that offers these conveniences.
Improved productivity and patient satisfaction ratings, and fewer costs associated with decreased administrative burden then become an attractive benefit for prospective practices that are considering joining an MSO.
Enhancing Provider Search and Matching
Easy navigation and accurate information are essential for an effective provider directory solution. Patients should be able to effortlessly search for providers, locations, and services based on specialty, insurance, and availability. An intuitive interface and user-friendly design contribute to a positive patient experience and ensure patients can easily look for and find the right information.
Regular updates to provider information, including availability and qualifications, ensure that patients make informed decisions about their care. This not only improves patient satisfaction but also helps practices by attracting the right patients and aligning their services with actual demand.
24/7 Online Self Scheduling
Healthcare’s digital transformation demands an elevated patient experience, encompassing ease of access, prompt response times, and convenience. Integrating patient self-scheduling is a vital step in achieving this goal. It enables patients to schedule appointments at any hour of the day that is convenient for them.
While patient self-scheduling is not a new concept, there are many organizations who have yet to adopt the capabilities. Furthermore, those that have do not necessarily have an intuitive user-experience. A whopping 40% of consumers noted in a recent survey that they did not schedule their last appointment online—many of which could not because they didn’t have the option available to them. On the other hand, 26% said it was because the experience offered was difficult to use. It’s not enough to offer patient online scheduling, it must be offered in a way that is simple to navigate.
Patient self-scheduling should not solely be limited to an appointment with a doctor, either. Patients are increasingly looking for the ease of scheduling a variety of different appointment types online such as mammograms, lab tests, urgent care, and other service-based appointments. Providing an option for patients to self-schedule with advanced practice providers (APPs) for lower acuity cases can allow patients to be seen sooner—increasing patient satisfaction and helping MSOs and their associated practices with capacity utilization by enabling clinicians to practice at the top of their license.
Leveraging Digital Patient Intake
When engaging with care, self-service options are top of mind for patients. Over 85% are interested in completing tasks such as providing pre-visit information, uploading insurance cards, confirming coverage, and making payment through digital means. MSOs can offer the added benefit of streamlining the onboarding process by leveraging digital patient intake solutions. Patients can complete intake forms at their convenience before arriving at the practice, allowing staff to review and process information in advance. This not only speeds up the check-in process but also minimizes errors associated with manual data entry, leading to a more efficient and accurate record-keeping system. As a result, healthcare providers can focus more on delivering care rather than managing paperwork.
A Phased Approach to Implementing Digital Self Service for MSOs
For MSOs looking to adopt digital self-service solutions, a phased approach can facilitate a smoother transition. The “crawl, walk, run” strategy involves:
- Crawl: Begin with foundational digital tools and capabilities. This phase involves setting up basic digital self-service options and familiarizing patients, providers, and staff with these tools.
- Walk: Expand the range of digital services as comfort with the initial tools grows. This includes adding more functionalities and refining the user experience based on feedback.
- Run: Continuously enhance and optimize the digital experience to stay competitive and meet evolving patient needs.
By following this structured approach, MSOs can gradually build a robust digital self-service ecosystem that attracts new patients, supports existing ones, and aligns with modern healthcare expectations, ultimately helping the MSO to become more attractive to prospective practices.
For more details on the crawl, walk, run, strategy, see the Guide to Digital Self-Service for MSOs.
Conclusion
Incorporating digital self service into MSO operations is no longer a luxury but a necessity for staying ahead in the competitive healthcare market. By offering user-friendly provider directories, integrating seamless self-scheduling options, leveraging digital patient intake, and following a phased implementation strategy, MSOs can enhance patient engagement, streamline operations, and attract new patients and practices. Embracing digital self service not only meets the growing expectations of patients but also positions MSOs as leaders in the digital transformation of healthcare.
