Improving Efficiency at an ASC

Manhattan Endoscopy Center (MEC) is a state-of-the-art facility offering outpatient procedures to 15,000 – 16,000 patients per year. Manhattan Endoscopy Center strives to achieve a culture of providing high quality of care as a Joint Commission certified and an ASGE Center of Excellence.

CHALLENGE

Ambulatory surgery centers are becoming a popular alternative to hospital visits. With increased pressure to cut costs and meet new regulatory requirements, ASCs are looking to find ways of maximizing efficiency and providing top-quality care. To communicate with patients pre- and post-op, Manhattan Endoscopy Center used RNs to manually call patients. In striving to achieve operational efficiency, MEC needed a solution to maximize their resources without losing their high-touch model for quality care.

SOLUTION

MEC implemented CipherOutreach to automatically call 100% of patients pre- and post-op. On the calls, patients answer customized questions to proactively capture and resolve patient needs and potential barriers to successful prep, surgery and recovery. The technology automatically enrolls patients into call programs, helps MEC schedule appointments, and provides the ability to document, print and scan call information back to their EMR. Additionally, the reports allow MEC to see in-depth analysis of all of their calls to identify areas for short and long-term improvement.

RESULTS

Since the implementation of the CipherOutreach, MEC has made more than 21,000 pre and post-op calls and resolved more than 1,200 patient issues. The program has achieved an impressive 80% patient engagement rate and MEC follows up on identified issues in an average of 3 hours. Compared to manual calls, MEC has achieved considerable labor efficiency and saved RNs more than 3,000 hours of manual outreach, resulting in nearly $150,000 in labor cost reallocation.

LABOR COST COMPARISON

CLIENT: Manhattan Endoscopy Center, PROFILE: Ambulatory Surgery Center with 15,000 – 16,000 Annual Procedures, PRODUCT: Pre-Op and Post-Op Outreach, PROGRAM: Same Day Surgery Outreach, DATA PERIOD: Jan 2017 – Sep 2017