Exceeding Patient Scheduling Expectations
Gulf Coast Outpatient Surgery Center transformed patient communications and operational efficiency, achieving remarkable results with HST's patient estimates.
With HST’s patient estimates, the following significant operational improvements were made:
- 89% reduction in canceled or rescheduled cases
- Accurate financial estimates produced in minutes
- Enhanced patient trust and satisfaction
Featured Solutions: Patient Estimates
Solutions in Use: Patient Estimates
Specialties: Multi-specialty
State(s): MS
Customer type: ASC
The Challenge
Gulf Coast Outpatient Surgery Center (GCOSC) is a freestanding, multi-specialty, state of the art facility serving Biloxi, MS and the surrounding area for the last 16 years.
With nearly 1,000 cases per month, the business office staff was having a hard time providing timely cost share communications with patients. Lack of clear and timely disclosure resulted in having to reschedule or cancel cases. Patients were unsure about exactly how much their out-of-pocket expenses would be or exactly how much their insurance would cover, so they were hesitant to proceed with procedures. Patients and staff were becoming frustrated and physicians were upset when they were unable to perform scheduled cases.
Due to these issues, GCOSC was looking to add another Full-Time Employee “FTE” to focus solely on patient financial counseling. They needed an automated solution that was effective in communicating with the patient without losing the compassion that comes with a human’s personal touch.
The Solution
To address these challenges, GCOSC implemented HST’s patient estimates. The solution offered precise financial estimates within minutes, significantly improving communication with patients well before their procedures. This proactive approach ensured patients were fully informed about their financial responsibilities, fostering trust and satisfaction. The automated system maintained a compassionate touch, making the process seamless and effective.
The Results
The implementation of HST’s patient estimates exceeded expectations, resulting in an 89% reduction in canceled or rescheduled cases. The accurate and timely communication of financial information led to a significant improvement in patient satisfaction and trust. GCOSC avoided hiring an additional Full-Time Employee (FTE) for patient financial counseling, thanks to the efficiency of the automated solution.
The Future
With the success of HST’s patient estimates, GCOSC plans to continue leveraging technology to enhance patient communication and streamline operations. They are committed to maintaining high patient satisfaction and ensuring smooth surgical scheduling. The center looks forward to exploring further innovations to improve patient experiences and operational efficiency.