Re: TeleVox
From: Rafael Haciski MD (haciski@earthlink.net)
Wed Feb 28 00:25:38 2001
Thanks for your suggestions. However, I am concerned about the legality of
this set-up as we can not bill the patient directly if we participate with
their insurance - I suppose this would be OK if you would return the $50
when the patient shows up. Is that what you do?
The TeleVox sounds great indeed, although cost is a bit steep.
What about confidentiality?
How does it avoid call to wrong persons (and divulging private info)?
How is the patient's confidentiality protected on the call-in part of
TeleVox?
--
Rafael Haciski, MD FACOG
Gynecology & Infertility Assoc.
Baltimore MD
http://www.ivf-md.com
> From: Mark Perloe <mperloe@ivf.com>
> Reply-To: ob-gyn-l@obgyn.net
> Date: Tue, 27 Feb 2001 20:34:46 -0600
> To: Multiple recipients of list OB-GYN-L <ob-gyn-l@mail.medispecialty.com>
> Subject: Re: TeleVox
>
> 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,
>> sometimes the morning of the visit and despite assurances that they are
>> coming, we still have a 50% no-show rate for new patients - very
>> frustrating.
>>
>> So I am not sure how an automated system would help.
>>
>> Rafael Haciski, MD FACOG
>> Gynecology & Infertility Assoc.
>> Baltimore MD
>> http://www.ivf-md.com
>>
>>> From: Mark Perloe <mperloe@ivf.com>
>>> Reply-To: ob-gyn-l@obgyn.net
>>> Date: Mon, 26 Feb 2001 18:23:11 -0600
>>> To: Multiple recipients of list OB-GYN-L <ob-gyn-l@mail.medispecialty.com>
>>> Subject: Re: TeleVox
>>>
>>> We are doing a demo of the online version ASP tomorrow. Plan to consider
>>> housecalls to generate a personal MD phone message to any new patient at
>>> the time they schedule and a followup call 72 hours before the appointment.
>>> I'll get back after I see the demo.
>>>
>>> At 06:07 AM 2/25/01 -0600, you wrote:
>>>> Anyone on this list having used the TeleVox system? (HouseCalls,
>>>> LabCalls)
>>>>
>>>> Please contact me off list at el@lisse.na
>>>>
>>>> greetings, el
>>>
>>> Mark Perloe, M.D. http://grs.ivf.com 404-843-2229
>>> 5445 Meridian Mark Rd, Suite 270, Atlanta, GA 30342
>>>
>
> Mark Perloe, M.D. http://grs.ivf.com 404-843-2229
> 5445 Meridian Mark Rd, Suite 270, Atlanta, GA 30342
>
