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Re: TeleVoxFrom: Mark Perloe (mperloe@ivf.com)Tue Feb 27 19:32:10 2001
Rafael, We instituted a policy of a $50 appointment guarantee. They either send a check or credit card to reserve a two hour time slot. If they no show, we keep it. A few patients, usually those from HMO's were you get paid virtually nothing are apt to complain. We often find that when we make exceptions for the patient who complains, these are usually the most demanding patients. Those who object want to protect their right to no show if they so desire. And will complain if you are reluctant to immediately set aside another two hour time slot. Since applying this procedure we reduced double booking to cover no shows and have a very low no show rate. As for Televox, I was quite impressed. It is easy. I think the learning curve would be about an hour or less. For LabCalls, we would likely have each MD or the MD on call record the estradiol and plan. If you use the dedicated non webversion, they can hear the message and be directed to press one to make an appt, or press 2 leave a message to nurse etc. The messages are then dumped into our televantage phone mailbox system accessible online anywhere. On weekends, I can review charts at home and either call in, or record with a client application on my laptop from home. The webased ASP product is a bit less functional, but still quite good. You would use your web browser to retrieve any voice mail the patient leaves. You can virtually automate the process with prerecorded generic messages. ie, Your pap smear was normal or the results of your lab tests are back and we would like you to schedule an appt....press 1 for appts. You can also arrange for housecalls to notify the patient when a lab result is available. ie, The new patient has an assortment of lab tests. When the results are back, the MD or RN can record a message in seconds as patients are automatically pulled from your billing system into housecalls and labcalls. Then housecalls will contact the patient to let them know that all their lab tests are back and they should call into their mailbox. This way you get fewer "are my lab tests back yet" calls. Each system is about $5k plus $500 per year maintainence on each. The setup is $1-2k for onsite setup and training. The webased version is cheaper about $500 per product and 50 cents per call. But, with the webased housecalls, you don't record individual messages. We plan to get up ASAP with the webased ASP version of labcalls and then consider dedicated software once we see if our staff buys in and after we are certain they can create the interface to our office mgment software. With housecalls, we will notify patients when lab results are back, and they will receive an MD message thanking them for making a new patient appointment and directing them to recorded online sessions about more information. Also, they will be called 72 hours before the appt usually between 5pm and 8:30pm. Seems like a winner for us. Mark Perloe
At 11:42 PM 2/26/01 -0600, you wrote:
>We have our patient coordinator call our new patients the night before,
-- Mark Perloe, M.D. http://grs.ivf.com 404-843-2229 5445 Meridian Mark Rd, Suite 270, Atlanta, GA 30342
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