Transcript Communication - medSage Technologies

ABC Company
OSA Patient Monitoring System
Setting the New Standard
for Proactive Patient Care.
Proactive Patient Care
We set the standard for proactive
patient care with our…
 Patient communication
 Patient education
 Supply replacement
 Patient compliance
 Patient satisfaction
 Quality of care
Keys to Our Program’s Success
Communication
Awareness
Replacement
Excellence
Communication
Did you know…
Nearly 60% of patients newly
diagnosed do not adhere to
prescribed CPAP treatments?
--HME News, August 2006
Communication
Patient Follow Up Communication is Key!
Multi-part Follow Up Program
 7 - 14 day manual phone call (compliance)
 30 day automated phone call (compliance)
 61 day automated phone call (compliance)
 90 - 180 days (compliance & supply
replacement)
Communication
 Keys of Follow Up Communication
 Phone calls made to new OSA patient
 Helps resolve any initial therapy problems
 Helps identify any initial equipment problems
 Measures compliance with therapy
 Compliance report can be sent to you
Communication
How do we contact patients?
 ABC’s OSA Patient Management Program sends
automated calls regarding:
• Patient compliance
• Equipment usage and problems
• Eye, skin, or sinus irritation
• Supply reorders (mask, headgear, tubing, filters)
 No patient is lost in the system with our
program!
Communication
When do we contact our patients?
Statistically OSA patients are more
available in the evenings…
Communication
When do we contact our patients?
 Calls are made:
• Monday - Thursday from 6:30 PM - 8:30 PM
• Saturday from 10:00 AM - 1:00 PM
• Sunday from 5:00 PM - 7:00 PM
 Call times can be specifically tailored
for an individual patient
Here’s how it works…
Communication
Patient answers the automated call
and responds to the questions. Each
subsequent question is based upon
the last patient response.
The patients answers
are recognized and
documented by the
medSage system.
Patients needing additional assistance are
highlighted so we can address their
problem right away.
…problems are addressed proactively.
Sample
Call
Communication
Do patients respond to the automated system?
Total Surveys Completed by Patients
November 2006 - April 2007
data provided by medSage Technologies
On average, XXXX
patients respond to
the automated
survey each month.
2500
2248
2046
2000
1895
1727
1755
1609
1500
1000
500
0
Nov
Dec
Jan
Feb
Mar
Apr
Communication
Do patients like the automated system?
 95% of patients choose to use the automated system
 Patients can elect to have a personal phone call
Keys to Our Program’s Success
Communication
Awareness
Replacement
Excellence
Awareness
Did you know…
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“Even
CPAP patients
compliance
who rates
actively
of 70%+
seek can
CPAP
beinformation
online
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don’t
with
realize
proper
thateducation
many insurance
of patients
providers will
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and clinicians
replacement
alongmasks
with adequate
and accessory
patient
parts as
often
followas
up.
every 3-6 months.”
--Michael
--RT
Farrell,
Magazine,
VP of Marketing
June 2007 for ResMed
(“Sleep Apnea Patient Survey Finds Mask Replacement Low,” Talk About Sleep, Inc.)
Awareness
 Patient Education is Key!
 Patients are educated during set up and follow
up on:
 Purpose and importance of their therapy
 How to properly use and clean their equipment
 Importance of replacing their supplies regularly
 Insurance allows supply replacement
 About the ABC follow up program
 How to contact our staff at any time
Keys to Our Program’s Success
Communication
Awareness
Replacement
Excellence
Replacement of Supplies
Did you know…
In an independent study, only 35% of CPAP patients
surveyed had replaced their masks within the
last 1-9 months.
--HME News, September 2006
Replacement of Supplies
ABC Promotes
replacing supplies
every 90-180 days
with our follow up
program!
Replacement of Supplies
Supply Replacement Is Key!
Helps prevent supplies from:
 Becoming old, worn, and unclean
 Having mold, bacteria, leaks and CO2 Buildup
 Prevents issues from when this happens:
• Poor therapy
• Comfort issues and irritation
• Pressure instability
Replacement of Supplies
Do our patients reorder supplies with our
automated system?
On average,
XX% of our
patients reorder
supplies when
they respond to
the survey.
Percentage of Patients Connected Who Ordered Supplies
November 2006 - April 2007
data provided by medSage Technologies
70%
60%
55%
57%
64%
63%
Mar
Apr
54%
48%
50%
40%
30%
20%
10%
0%
Nov
Dec
Jan
Feb
Keys to Our Program’s Success
Communication
Awareness
Replacement
Excellence
Excellence in Patient Compliance
Did you know…
The current national average for compliance with
CPAP therapy is 55%.
--Business Wire, May 2007
Excellence in Patient Compliance
Excellence in Patient Compliance is Key!
Percentage of Patients
Reporting Compliance with OSA Therapy
November 2006 - April 2007
data provided by medSage Technologies
88%
In the last 6 months,
our compliance rate
is XX%!
86%
86%
84%
83%
82%
80%
80%
79%
80%
79%
78%
76%
74%
Nov
Dec
Jan
Feb
Mar
Apr
Excellence in Patient Compliance
How do we measure compliance?
 With patient follow up calls
• Measured & reported at 30 days
for all new set ups
• Every 90-180 days for all patients
• Reported to us by our OSA Patient
Management Program
Proactive Patient Care
In Conclusion…
Proactive Patient Care
We set the standard for proactive
patient care with our…
 Patient communication
 Patient education
 Supply replacement
 Patient compliance
 Patient satisfaction
 Quality of care