Re: TeleVox
From: Mark Perloe (mperloe@ivf.com)
Wed Feb 28 16:39:40 2001
At 01:28 AM 2/28/01 -0600, you wrote:
>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?
We do not charge the patient unless they no show. If they sent a check, we
give it back to them at the time of the visit. It is not cashed. Some
object and complain to the insurance, but for a one to two hour evaluation
for a $10 copay they are getting a great deal. If they wish to go elsewhere
and do not value the time we set aside, then they are likely to be in the
50% that no show.
>The TeleVox sounds great indeed, although cost is a bit steep.
>What about confidentiality?
Well if it is on your server, it is as safe as your server. If you use the
ASP, they have what seems to be acceptable steps to protect confidentiality.
>How does it avoid call to wrong persons (and divulging private info)?
It does not call and divulge lab results. It just says the lab results are
ready and that they may call and enter their pin number.
>How is the patient's confidentiality protected on the call-in part of
>TeleVox?
Again, they need to enter a PIN to access there voice mail box.
>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
> >
--
Mark Perloe, M.D. http://grs.ivf.com 404-843-2229
5445 Meridian Mark Rd, Suite 270, Atlanta, GA 30342
