Key Takeaways
- Jupiter Medical Center upgraded its communication system by partnering with Amazon Web Services for enhanced patient interactions.
- Amazon Connect streamlined patient calls, improving response times and the overall user experience.
- The unified solution led to increased patient satisfaction scores and reduced complaints.
Enhanced Patient Communication at Jupiter Medical Center
In 2022, Jupiter Medical Center in Jupiter, Florida, adopted Epic as its primary electronic health record system. However, it continued to utilize various outdated applications for patient scheduling, registration, and authorization, which hindered overall patient satisfaction. Shane Faullin, the center’s director of analytics and automation, recognized the need for an effective communication solution to complement the new EHR implementation.
To address this, Jupiter Medical Center partnered with Amazon Web Services. Faullin emphasized the potential of AWS’s ecosystem to enhance the organization’s communications capabilities, allowing for new features, improved functionality, and better data utilization.
One major initiative was the launch of an outbound dialing campaign using Amazon Connect. This system enables efficient dialing to patients’ contact numbers, automatically connecting them to an agent upon answering. The platform tracks call history, helping the center prioritize outreach efforts for patients who haven’t been contacted yet. It also identifies outdated or incorrect contact details, promoting a more reliable communication process.
Prior to this upgrade, patients faced delays of approximately 30 seconds to reach an operator through the old contact center setup, resulting in a poor experience. The transition to Amazon Connect has significantly improved call routing, ensuring that patient inquiries are directed appropriately—whether for directions to the hospital or to speak with a staff member.
Faullin reported a positive shift in patient experiences since implementing these changes, noting an increase in satisfaction scores and a decline in complaints. He highlighted the importance of the contact center as the organization’s “front door,” where providing an exceptional experience is critical.
Additionally, Amazon Connect facilitated a cohesive experience across Jupiter Medical Center’s facilities, including outpatient clinics and physician practices. Faullin pointed out that callers can expect a consistent interaction, regardless of which facility they contact, ensuring that they feel cared for throughout their journey.
The integration of Amazon Connect has not only transformed the communication landscape at Jupiter Medical Center but has also become an essential component in fostering better relationships with patients and the healthcare providers associated with the center. As a result, both staff and patient experiences have improved, highlighting the importance of leveraging modern technology in healthcare communication.
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