Effects of TeleVox on DNKA Rates and Customer Service

1. Effects of TeleVox on DNKA Rates and Customer Service

3. Study of Community Health Clinics • Data collected for five clinics: • Diamond Hill • Northeast • South Campus • Stop Six • Viola Pitts

4. No-Show (DNKA) Rates Prior to TeleVox • The following table shows that the average no-show rate ranged from about 23% to 24% in the two years prior to the implementation of TeleVox. • These rates are based on a total of 222,440 patient visits for all five clinics. CHC Fiscal Year 2003-2004 Dashboards

5. 2005 – 2006 DNKA Rates • In the two years since the rollout of TeleVox the average no-show rate has dropped from a high of 24% to 19%. • The 2005-2006 rates are based on a total of 263,165 patient visits for all five clinics. CHC Fiscal Year 2005-2006 Dashboards

6. 2003 – 2006 DNKA Rates

7. Average DNKA Rate 2003 - 2006 CHC Consolidated 40/50Report FY 2003-2005

8. Declining DNKA • The minimal difference in the DNKA rate between 2004 and 2005 may indicate that patients had some trouble adjusting to the new system, which is typical for any new technology rollout. • However, the rate dropped 3% in the second year, which is a significant improvement.

10. Cost of Calls by TeleVox

11. Cost of TeleVox • The pricing model for TeleVox is based on units of service. • The price per unit changes based on the number of units used (the number of calls made).

12. TeleVox Usage Oct 06 – Mar 07 Usage and pricing provided by Kay Melugin

13. TeleVox Productivity 312,185

14. Bonjour?? Did you know… • TeleVox speaks nine languages • Can a reg rep do that?

15. Cost of Calls by Employees

16. Registration Rep Salary • Salary - $10.25/hr • Add 15% for benefits - $11.79/hr • Diamond Hill had 2.37 reg reps in March 2007

17. Example: Diamond Hill, March 2007 1,121

18. Example: Diamond Hill, March 2007

19. Example: Diamond Hill, March 2007 123.27 hours x $11.79 per hour = $1453.32 $1453.32 / 6312 = $0.23 per call

20. Cost Comparison • TeleVox cost per call $0.16 – $0.17 • Reg Rep cost per call $0.23 • 60,692 calls made by TeleVox in October 2006 for $9,710.72 • $0.23 x 60,692 = $13,959.16

21. Cost of DNKA

22. Cost Per DNKA Average Cost per Visit…… $90.00 Doctor Salary $250/hr x .25 $62.50 ( 15 minutes downtime per DNKA) $152.50

23. 2006 DNKA Cost* *Diamond Hill, Northeast, South Campus, Stop Six, Viola Pitts

24. 2006 Visits/Revenue Gained* *Diamond Hill, Northeast, South Campus, Stop Six, Viola Pitts

25. Additional Benefits of Shrinking DNKAs • Improved efficiency for busy registration staff • Better service • Decreased wait time for patients

26. Patient Satisfaction Scores 2005 - 2006 2005 - 2006 Press Ganey Reports

27. Press Ganey 2005-2006 *Net Access 2005 n = 475 2006 n = 1300 2005 - 2006 Press Ganey Reports

28. Continuity of Care DNKA Benefits of Decreased DNKA

29. Benefits of Continuity of Care • Decrease in emergency department visits • A decrease in the likelihood of future hospitalizations • An increase in patient satisfaction and the use of preventive health services • Decrease the cost of health care The Internet Journal of Medical Simulation and Technology Jan 2005 v1 i1 pNA

30. Recommendations • Consider revising Spanish language script, get feedback from Spanish speaking patients • Have the Caller ID name display as something other than JPS so that patients don’t assume a bill collector is calling

31. Recommendations • Make sure that clinic staffs are using the TeleVox reports to • adjust staffing/scheduling • Identify trends and repeat offenders • Remind patients when scheduling appointments that they will receive a phone call two days prior to their next appointment, and stress the importance of canceling appointments they cannot attend