Tag: Mark Behl (page 1 of 2)

Patient Experience Conference 2017

The Patient Experience Conference is a large scale event that offers guests and members the opportunity to come to together with other healthcare professionals to draw in and extend the exchange on enhancing the patient experience. This interactive gathering allows the attendees to distinguish methodologies and find answers that will help them improve their healthcare programs.

Who Should Attend the Conference?

This conference is intended inspire healthcare professionals in the following roles:

  • Executive Leadership
  • Physician/Nurse Leadership
  • Patient Experience/Satisfaction
  • Service Excellence
  • Patient and Family Advocacy
  • Marketing/Community Outreach
  • Quality/Safety
  • Operations
  • HR/Organization Development
  • Clinical Education/Staff Development
  • Patient and Family Advisors

What does the conference offer?
On Sunday, March 19, 2017 from 1:00p – 5:00p, members and guests are invited to the Colorado Convention Center to take part in the Certified Patient Experience Professional Preparation Course. The Beryl Institute’s Patient Experience Body of Knowledge faculty will be on hand for a portion of this workshop to review the four domains on which the examination is contingent upon

The registration fee for this CPXP course is $400

Pre-conference workshops
There will be three pre-conference workshops available simultaneously on Monday, March 20, 2017 before the conference from 8:30a- 11:00a. These conference include such topics as:

  • 7 Steps to Sustainability: Operationalizing Your Patient and Family Advisor Program
  • From Influence to Impact – Three Skills Every PXP Must Master
  • Leading Your Patient Experience

The registration fee for each of these workshops is $300 and includes breakfast.  

To learn more about the Patient Experience Conference 2017, visit www.theberylinstitute.org


How Can Social Media Impact the Patient Experience?

Social media is a vital part of any business’ operation. For medical practices, though, it plays an important role. Social media can have a huge impact on the patient experience, giving patients new avenues of interaction with physicians and helping to set the tone for future visits.

Setting Patient Expectations

Visiting a new doctor can be daunting. Without prior experience with the individual, a patient can have a hard time setting his or her expectations. A good social media presence, however, can help a patient learn a great deal about the person or people who will be treated him or her. Social media sets expectations and allows patients to become more comfortable before coming in for treatment.

Putting Minds at Ease

Looking at social media often means looking at more than just the physician or practice. When a patient can see that others have gone through the same problems and have been helped by the same people, they can have their minds put at ease. While anonymous internet reviews can help patients narrow down their choice of doctors, having access to a social media account can help patients put real faces on those who help and how have received help.

Maintaining a Sense of Community

In an increasingly isolated age, it’s nice to have some kind of connection to those who care for you. While the era of house calls is long since over, having the ability to see a practice’s social media helps to connect the broader community with the practice. This, in turn, helps the patient to feel like they are working with another part of the community, a group of people who care about the same things they do and who want the best for them.

Providing a Point of Contact

Social media by its very nature is a process that invites crowd participation. For patients, a good social media presence can represent a point of contact outside of the office that provides an alternative method of staying in touch with the physician. While certainly not an alternative to contacting an office directly, the existence of a social media outlet provides patients with a unique chance to interact with caregivers and staff and solve problems outside of the normal patient-facility dynamic.

Social media is an important tool for any doctor or practice. Whether the goal is to help patients feel more comfortable or to better engage with the community, social media is a vital addition to a practice’s engagement plan. As further tools are developed online, social media will become an ever-more important part of medicine.

Southwest Diagnostic Imaging Center Improves Patent Experience With RoyalPay

The people at Southwest Diagnostic Imaging Center are constantly working hard to give their patients the best experience possible. This center is one of the most progressive freestanding outpatient imaging centers located in North Texas. Southwest Diagnostic Center focuses on ensuring that each patient has a personalized experience. The Diagnostic Center has remained true to this promise since it began in 1985, but now they’re really stepping up their game. The center has recently deployed a revolutionary payment engine called RoyalPay, as announced in a press release on November 17th, 2016.

RoyalPay is a payments engine that is secure and web-based, often referred to as a “calculator on steroids.” With Royal Pay, clients can avoid the hassle of complex payment calculations and manual eligible checks. RoyalPay also allows clients to largely increase time of service payments (TOS). Long story short, RoyalPay makes life a whole lot easier for the many patients who rely on Southwest Diagnostic Imaging Center.

With RoyalPay, the front desk staff can now estimate and take payments for walk-in patients. These staff members then send this value proposition from the front desk staff to the back office, where other staff members work on eligibility checks and estimate calculations for scheduled patients days and weeks in advance. The increase in TOS payments leads to an increase in daily cash flow. It also reduces invoicing and collection activities thus, leading to a number of financial benefits down the line. What this ultimately means is that RoyalPay users are able to benefit from an ROI that is almost instant. There is no downside to RoyalPay, as it makes the process easier and more streamlined for patients and staff members alike.

Phillip Collins, Director of Business Services at Southwest Diagnostics, is very excited about this change. He says that there has already been a significant increase in up-front collection thanks to RoyalPay. This is because the Imaging Center can turn patients’ insurance eligibility, run their estimated out-of-pocket and collect for the diagnostics x-rays in a matter of seconds. Collins emphasized another way that RoyalPay has increased efficiency. Because the step of manual calculation of patient financial responsibility has been removed for scheduled exams, the insurance department is experiencing an increase in efficiency. He states that RoyalPay is not only efficient, but accurate and reliable. Collins also stated that RoyalPay is customizable to meet the needs of the Imaging Center and of the patients. The healthcare industry emphasizes patient transparency and patient rights, and RoyalPay has helped Southwest Diagnostic Imaging Center keep these values at the core of their business.

RoyalPay, alongside Royal Kiosks, lets patients check in for exams and make payments while sitting in their seats in the waiting room. Peter Nassif, CEO oat Royal Solution Group states that patients want and need to have access to their estimates and the ability the make payments for upcoming exams days in advance. This partnership is going to simplify a number of processes for patients and staff of Southwest Diagnostic Imaging Center.

USDA Gives Renown Health Funds for Telemedicine

The USDA recently announced that it would grant more than 1.3 million to fund three telecommunications projects across the state of Nevada. I’m pleased to announce that Renown Health received nearly $440,000 to assist with our TeleHealth program. Alongside Renown Health, both the Nevada System of Higher Education and the Elko County School District received funds from the USDA.

Nevada is a big state and people live all over it. Some these people live nearby major medical centers, but those who live in more remote areas may find that getting to a major medical center costs them time and resources that they simply do not have. Renown’s TeleHealth program provides acute and ambulatory healthcare services to a number of rural healthcare communities in both Nevada and California. With these additional funds, we will be able to assist over 21 rural communities. Additionally, we will be able to connect patients, families, and caregivers with area emergency and elective healthcare services in eight counties throughout Nevada and three counties throughout California.

via Renown Health

TeleHealth has a number of different facets to it. Virtual Visits allow patients to see a provider using a mobile device or computer. Hospital Telemedicine allows doctors to hold immediate, virtual consultations with other medical professionals to help diagnose conditions and come up with the most effective treatment plan. Speciality Care allows you and your healthcare provider to hold interactive discussions with specialist for a collaborative diagnosis and treatment plan. Telestroke puts remote doctors in contact with Renown neurologists for quick evaluations. Additionally there are Wellness Classes and Support Groups to help patients stay health and Patient Health Monitoring, which helps physicians keep tabs on a patient’s health information to reduce readmission.

In many ways, Telehealth is an extension of our work with community partners. Just as we have partnered with 23andMe and the Desert Research Institute to initiate a landmark population health initiative, so are we reaching out to a number of healthcare providers across Reno to see how we can bring our technology and expertise to them. More and more people have quality healthcare within reaching distance. But there are still many who do not. TeleHealth and other telemedicine programs help to bring care to the patient. The future of healthcare is the future of patient experience.

Mark Behl

Giving Options Beyond ER

I’m very pleased to announce that Renown Health has recently teamed up with the Regional Emergency Medical Services Authority (REMSA) to help cut back on unnecessary visits to the emergency room. Over the years we’ve seen a lot of people come into ER that could have been treated in urgent care or with a visit to a primary care physician. The general result of this has been to bog down ER services. The solution? To bring medicine to the people. The method? Community Paramedicine.

You can learn more about this recent initiative by listening to an interview on KUNR.

Mark Behl

QLess Webinar and Improving Patient Experience

Renown Health partners with several companies to help us provide the best heatlthcare possible. One of those companies, QLess, offers a novel way of leveraging technology to reduce the amount of time that patients have to spend waiting around. QLess utilizes an online check-in feature that allows patients to check-in at a hospital before they even arrive. After using their services for a few months, I have to say that I’m completely blown away with the results. When QLess asked me if I wanted to share my experience with their service on a webinar, it was a no-brainer.

Feel free to give this QLess Healthcare Webinar a listen to. It’s 100% free.

qless logo

The Future of Patient Experience: Video

In my last blog post I looked at how healthcare is becoming (rightfully) more and more patient-centric. More and more people do not have to worry about having access to medical providers, so the question than becomes which providers are more convenient. Furthermore, which provider is going to be the most patient-centric? Here’s a video presentation I created based on the previous blog.

Mark Behl

The Future of Patient Experience

Today’s healthcare systems is a value-based one. That is to say it is consumer-based. What we’re seeing is a fundamental shift from simply access to medical services toward an increased focus on the convenience of medical services. Years ago, people outnumbered medical providers. There simply wasn’t enough healthcare to go around. Today, there is no shortage of providers out there, making it less a matter of if people have access to healthcare, and more a matter of which provider is going to give them the best experience for their buck.

Below are some trends that we are seeing with this shift to a more consumer-, patient-centered experience.

Increase in Partnerships

Medical groups will need to look out side of their own resources if they’re going to help the most amount of people in the best way. For non-profit medical organizations, like Renown Health, this is especially true. That’s why the Renown Health Foundation has made such effort of working with philanthropic partners throughout the community.


From donors to universities, Renown Health works with a number of organizations in the community to increase the efficacy of its work and its reach.

The Renown Health Foundation has secured funding for a number of niche medical practices that would otherwise be difficult to obtain, for instance low-dose CT scanners made specifically for children. But amid growing competition between medical providers, even for-profit institutions will need to make the most of their community if they hope to keep prices affordable and equipment up-to-date. The future of healthcare is going is going to be more interconnected.

Increased Coordination Among Providers

Instead of having patients fill out the same forms every time they visit a physician, we’re starting to see a shift to a system wherein providers are able to communicate with one another via intelligent cloud computing networks. The benefits of this trend or more than just doing less paper work.

Mentrics logo in orange font

The Mentrics platform uses IBM Watson to allow cross-network providers the ability to easily share patient data.

After all, it seems like a no-brainer that your dermatologist should have a stable medium of communication, right? Why should the patient be the one who has to do all the grunt work, when they are coming to a medical provider to get someone to take care of them. Of course there’s a reason this sort of network between providers didn’t exist before. It’s really hard for providers to communicate with one another across town (let alone across the country!), but the advent of smart networks and cloud-based features (like IBM Watson) is making this patient-centric paradigm a possibility.

Increased Use of Social Media

Social media is growing to be an important avenue by which individuals submit and organizations receive feedback. As Jason A. Wolf of the Beryl Institute recently put it:

“What once was a world of physical proximity bridged across geographies through connective technology such as phones or other forms of communication has emerged to what I see as a world of social proximity.”

Just as providers are growing closer with the help of advanced data infrastructures, the gap between patients and providers is being narrowed by the “social proximity” of social media. The customer is always right, but there’s never before been such an opportunity for providers to hear from patients on such a wide scale. To quote Wolf once again:

Your Twitter feed is data; your Facebook chatter is valuable intelligence.

Increased Involvement of Providers

As all of the above illustrate, providers need to become more involved in the wellbeing of their patients. It’s no longer enough to give a prescription to a patient, send them on their way, and tell them to come back if they are still experiencing symptoms. Providers need to show an active and consistent engagement in the livelihood of their patients.

That doesn’t mean that physician themselves have to thoroughly engage patients (maybe in a perfect world where patients don’t so greatly outnumber providers…), but the hospital, the pharmacy, the clinic as a whole needs to have a system in place for checking on patients and establishing a connection. It’s now common knowledge that individuals/consumers/patients are no longer looking for just the service. They’re looking for an emotional experience. In the case of healthcare, a more supportive and present experience is a no-brainer. Especially, with the advancements in technology that we have recently seen.

Increased Use of Apps and Wearables

I’ve written about this in my Population Health blog, but apps and wearables are changing the ways that patient manage their own health and also interact with providers. For instance, Apple’s Healthkit and Samsung’s HealthKit both give patients an unprecedented level of self-monitoring. Northwestern University in conjunction with Intellicare has created a suite of apps geared toward helping individuals manage their mental health.

Several Icons depicting apps in the Intellicare App Suite - The Futer of Patient Experience

A glance at the Intellicare app suite, which empowers patients to monitor their mental health outside of the clinic.

Wearables like FitBit allow people to track their physical activity on their own. When paired to advanced platforms like Welltok’s IBM Watson Heart App, wearables and other IoT devices allow individuals to track their weight, blood pressure, and cholesterol, while making health recommendations for a better patient outcome.


In the future, healthcare organizations will be more connected, more integrated, and will put patient’s first. They will need to. For the unfamiliar, it might seem odd that healthcare sector is becoming increasingly more and more consumer-centric, but this trend toward a patient-centric paradigm propitious in more than one way. On the one hand, consumers have more choice; on the other, healthcare organizations have to work even better to provide the best experience possible.

For more healthcare updates, follow me on Twitter @MarkBehl.

Thanks for reading.

Mark Behl

3 Up-and-Coming Digital Health Companies That Put Patient Experience First

An article released in TechCrunch earlier this year, mentioned that the biggest obstacle to digital health startups is the integration of the technology that these companies provide into larger legacy systems. However, over the past year, we’ve seen some great leaps and bounds in the digital health industry. One report from StartupHealth indicates that over 111 deals documented in the digital health subsector. Together, these deals accounted for a total of $1.3 billion. The digital startups that have been making out like bandits have been doing so because of their laser-focus on enhancing the patient experience. Below is a look at three digital health companies that are particularly shaking things up.

Practopracto logo mark behl

Based out of India, Practo offers a booking service for healthcare appointments. In August, it raised $90 million in Series C funding from Tencent, Sofina, Google Capital, Sequoia India, Altimeter Capital, Matrix Partners, Sequoia Capital Global Equities, and Yuri Milner. With this funding, Practo is planning to expand the amount of cities where it is currently operating from 35 to 65. What’s more, Practo has also begun collaborating with Uber. In India, Singapore, and Indonesia, users will be able to see the closest Uber available when they receive reminders for their appointments and they will also be able to see the amount of the estimated fair, the estimated time of arrival for Uber, and the destination address at the start of the trip.

Omada Healthomada health mark behl

The biggest talking point with Omada Health is the way that it’s placing priority on clinical validation. On their website they bill themselves as pioneers of “digital therapeutics…a new category of medicine that sits at the intersection of technology, and design.” This past year, they added a program for patients at risk to cardiovascular disease to their site. Investor must be big fans. Omada Health raised 48 million in their Series C round, which they plan on using to expand their digital therapeutics programming on type 2 diabetes. With their intersectional focus, this program will span web, mobile engagement, and counseling efforts based on guidelines from the National Diabetes Prevention Program. It’s newest investors include Norwest Venture Partners, GE Ventures, and dRx Capital.

ZocDoczoc doc logo mark behl

ZocDoc is already known for providing an outstanding appointment booking service, but now they’re looking to enhance patient experience even more. At $130 million, ZocDoc raised one of the largest funding rounds this year. Streamlining the process of booking appointments has been a target for many digital health startups, but ZocDoc is looking to set itself apart with exceptional price-comparison tools and an aggressive approach to expanding its customer base. This past year saw Fitbit, Teladoc, and Evolvent Health (mentioned in another one of my posts) go IPO. The word on the street is that ZocDoc might be next.

Some other companies worth mentioning included Doctor on Demand (which provides telemedicine services), Pager (a medical concierge service), Medical Memory (a way for specialist physicians to record appointments with digital video and store records), and Oscar (a streamlined health insurance company).

For a look at the article on which this is based, check out MedCityNews.com.

Toshiba Makes Patient Experience More Efficient

When it comes to healthcare, you always want to be able to provide the best quality care. Whether it’s employee knowledge, tools, or facility amenities, you want to make the process of a patients stay as best as possible. Bay Area Medical Center, located in Marinette, Wisconsin has taken a huge stride in doing so.

Mark Behl - ToshibaBay Area Medical Center has acquired the Infinix Elite cardiovascular X-ray system from Toshiba America Medical Systems, Inc. Now what does this exactly do? The Infinix Elite cardiovascular X-ray system provides patients with efficient exams that rid the choice between safety and image quality. The Infinix Elite offers access no other machine can provide for safer and more efficient exams with a C-arm designed to safely move around patients and clinicians. Toshiba’s WorkRite ergonomic enhancements allow a quicker, more accurate exam, while Spot Fluoroscopy helps manage radiation exposure.

Toshiba has a history of providing a helping hand in the healthcare industry. Dating back to 1914, Toshiba was the first to start research on X-ray tubes. They continue today to be a national leader in diagnostic imaging equipment. Many large organizations trust Toshiba Medical Systems. They are currently the official medical systems partner of Manchester United FC.

For more on this article, check it out at BusinessWire.com.