BayCare Sees Significant Growth in Concierge Services Leveraging Healthfully Platform
Innovation and customer service are core competencies at BayCare. The vision for Concierge Services is to provide exclusive, personalized, and high-touch support that goes beyond standard healthcare offerings. This service, available through a membership fee, would offer patients enhanced access to care, including:
- Direct access to your primary care team 24/7
- Preventive health care rather than reactive medicine
- Comprehensive annual physical examinations
- Same-day or next-day in-office visits
- Same-day telemedicine appointments
- In-house laboratory collection
- Online scheduling for ease of appointment access
To bring this vision to life, Craig Anderson, VP of Innovation at BayCare, partnered with Healthfully to implement the technology needed to support the concierge services.
The Challenge
BayCare required a branded digital solution to power all aspects of its Concierge Services, offering a premium experience that stood apart from its existing digital tools. The goal was to find a single product capable of managing various functions such as intake, scheduling, telehealth, visit management, remote patient monitoring, messaging, 24/7 SIP calls, and more, all within a modern, premium digital experience that patients expect. After evaluating multiple options, BayCare selected Healthfully for its comprehensive platform, specifically designed to support their Concierge Services vision
The Solution
Partnering with Healthfully to develop BayCare’s concierge health service was the clear solution. Together, BayCare and Healthfully built an all-in-one platform to manage the comprehensive features required.
Healthfully demonstrated a strong commitment to customization, tailoring the product to BayCare's specific needs. This flexibility allowed BayCare to implement a solution that perfectly aligned with their unique concierge service model, rather than adapting to a one-size-fits-all approach.
Additionally, Healthfully seamlessly integrated with BayCare's existing Cerner system for scheduling and with various devices for remote patient monitoring. This integration capability ensured that the new concierge service could operate smoothly within BayCare's existing technology ecosystem, preserving their investment in other systems while adding new functionality.
Anderson particularly appreciated Healthfully’s user-friendly interface, praising the clean, simple, and easy-to-use UI, especially for physicians.
The Results & Impact
Healthfully’s unified approach eliminated the need for multiple disparate systems within BayCare, streamlining operations and improving the overall user experience for both patients and providers. The resulting Concierge Services platform created several key opportunities for BayCare, including:
Enhanced Patient Retention
By improving patient satisfaction through personalized service, BayCare can increase patient loyalty. Satisfied patients are more likely to return for future care, leading to higher lifetime patient value.
Attracting New Patients
A high-quality concierge service serves as a differentiator in a competitive healthcare market, attracting new patients looking for a seamless, stress-free experience. This can result in increased volume for elective procedures, outpatient services, and primary care visits.
Upselling Premium Services
Concierge services can be tied to premium care options, such as VIP treatment plans, priority scheduling, or enhanced care coordination, which can be offered for an additional fee.
Improved Operational Efficiency
By guiding patients through the system more effectively, the concierge service can reduce missed appointments and cancellations, ensuring that the hospital or clinic maximizes resource utilization, thereby improving revenue streams.
Higher Reimbursement Rates
Patients who experience better service may have improved health outcomes, leading to fewer complications or readmissions. This can positively affect value-based care metrics, which may result in higher reimbursements from insurers and Medicare/Medicaid.
Increased Ancillary Service Utilization
When patients receive personalized guidance, they are more likely to be referred to in-network services like diagnostics, lab work, imaging, or rehabilitation services, boosting internal referrals and revenue from ancillary services.
Based on the success of the implementation, BayCare is expanding Concierge Services across additional providers and increasing the uptake of Healthfully's platform. The platform's scalability and versatility demonstrated its potential to address multiple use cases across the health system, offering a path for future growth and innovation.
Anderson is particularly excited about Healthfully's forward-thinking approach to generative AI technologies, including virtual generative notes and their "Ask Healthfully" feature. “Healthfully has very valuable aggregated data in its system that can be mined to provide unique information, especially real-time data,” Anderson explains. “The other systems in our environment don’t have the data, including Cerner. This will be a big differentiator for Healthfully if they mine it correctly.”
From The Customer
"Healthfully has a strong team. They are attentive and mesh well with the BayCare teams. Their product can handle multiple use cases for health systems like BayCare – base enterprise app, concierge, home care, etc. We haven't seen a solution that can do it all besides Healthfully."
— Craig Anderson, VP of Innovation, BayCare
Enhanced Patient Retention
By improving patient satisfaction through personalized service, BayCare can increase patient loyalty. Satisfied patients are more likely to return for future care, leading to higher lifetime patient value.
Attracting New Patients
A high-quality concierge service serves as a differentiator in a competitive healthcare market, attracting new patients looking for a seamless, stress-free experience. This can result in increased volume for elective procedures, outpatient services, and primary care visits.
Upselling Premium Services
Concierge services can be tied to premium care options, such as VIP treatment plans, priority scheduling, or enhanced care coordination, which can be offered for an additional fee.
Improved Operational Efficiency
By guiding patients through the system more effectively, the concierge service can reduce missed appointments and cancellations, ensuring that the hospital or clinic maximizes resource utilization, thereby improving revenue streams.
Higher Reimbursement Rates
Patients who experience better service may have improved health outcomes, leading to fewer complications or readmissions. This can positively affect value-based care metrics, which may result in higher reimbursements from insurers and Medicare/Medicaid.
Increased Ancillary Service Utilization
When patients receive personalized guidance, they are more likely to be referred to in-network services like diagnostics, lab work, imaging, or rehabilitation services, boosting internal referrals and revenue from ancillary services.
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