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West Corporation

Posted on August 18, 2016 by West Corporation 


5 Strategies of Successful Retail Pharmacy Chains

By Robert J. Dudzinski, Pharm.D., Executive Vice President, West Corporation

Customers have long turned to their trusted pharmacist for advice about managing their medications and their health conditions. But as consumers take on more financial responsibility for their healthcare, they need to engage even more with their pharmacists. To that end, pharmacies have an unprecedented opportunity to enhance their status as a valued provider.
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West Corporation

Posted on August 16, 2016 by West Corporation 


Going for CX Gold

Olympic athletes like Michael Phelps or Usain Bolt make their respective talents seem simply effortless don’t they? The reality is that the world’s best honed their crafts through lifetimes of dedication. But they all started somewhere.

In every industry, the idea of overhauling any type of operational framework is a fleeting one, riddled with bouts of panic and quickly swept under the rug. This is especially true when it comes to brainstorming ways to deliver a better customer experience.

Luckily, providing customers with more fulfilling interactions doesn’t actually have to be a slash-and-burn process. It just involves more proactively chasing your vision. You have to begin by beginning. Read More >

West Corporation

Posted on August 11, 2016 by West Corporation 


Automating Resident Communications? 5 Pitfalls to Avoid

By Sean McCarthy, User Experience Designer, West Healthcare

Long-term care providers are bracing for a myriad of challenges in the next five years, not the least of which will be the exodus of experienced workers. According to researchers at Georgetown University, the United States is facing an imminent nursing shortage, predicted to reach a deficit of 93,000 registered nurses (RNs) by 2020. According to the Bureau of Labor and Statistics, employment of nursing aides and orderlies is projected to grow 17 percent between now and 2024, much faster than the average for all occupations.

As the population ages, and millions of Americans seek long-term care, it is of paramount importance to automate routine tasks in order to free up staff to provide personalized assistance when most needed. One of the first places to look for efficiencies is the contact center. The contact center should be able to quickly and clearly answer simple questions, and route residents and family members to the right department when their questions are more complex.

The challenge is to deliver a high-tech and highly personal customer experience to a demographic that may be wary of change. Here are five pitfalls to avoid.
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West Corporation

Posted on August 5, 2016 by West Corporation 


Geographic Information Systems in the PSAP: Strategic Planning for Data Integrity

By Charles Van Hoose, Sr. GIS Analyst at West

The importance of mission critical Geographic Information Systems (GIS) data for call- and dispatch- mapping in the Public Safety Answering Point (PSAP) cannot be overemphasized. Accurate data combined with tactical mapping is critical for locating incidents, callers and devices, for dispatching appropriate resources, and for communicating situational awareness to first responders.

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West Corporation

Posted on August 4, 2016 by West Corporation 


Top 3 Resources for Retail Pharmacists

Retail Pharmacy: Upping the Engagement Game
Pharmacists have long been a trusted source for advice on medication, however, the role of the pharmacist has evolved. They are no longer simply dispensing drugs — they are becoming providers. With this evolution, comes a plethora of opportunities. Pharmacies can be the healthcare nexus for patients in an ecosystem that can feel impersonal and fragmented.
Check out our top 3 resources for retail pharmacists, and visit us at NACDS Total Store Expo to learn more about how West helps retail pharmacies up their engagement game.
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West Corporation

Posted on August 3, 2016 by West Corporation 


Communication that Supports a Community in Crisis

When a shirt doesn’t fit quite right, or the cable bill is steeper than in the past, customers expect reliable communication to rectify the inconvenience. But what if a person’s well-being depended on a brand’s ability to deliver timely interactions? Often, keeping customers connected is not only a luxury, but a necessity.

That was the case when a devastating flood hit West Virginia and an entire community was left without power and easy access to the pharmacies on which they relied for essential prescriptions. In the midst of this disaster, one pharmacy opened a mobile pharmacy to ensure folks in need were able to get their medications. Read More >

West Corporation

Posted on July 28, 2016 by West Corporation 


Post-Discharge Communication Tips To Help Patients Avoid Readmission

By Fonda Narke, Director of Product Integration, West Corporation Healthcare Practice

Experienced healthcare professionals know that effective communication with patients is key for successful care transitions between the hospital and home or rehab. Time and again, patients stop adhering to meds or abandon therapies altogether if follow up from providers isn’t consistent. As such, a number of communication best practices are recommended for today’s care transition management (TCM) programs, spanning from prior to discharge, to the focus of this article, after the patient leaves the hospital. Read More >

West Corporation

Posted on July 21, 2016 by West Corporation 


One Size Won’t Fit All When Connecting With Customers

Proactive Tip SheetEvery brand is unique, every division within a business is unique, and each customer reaching out to each division is particularly unique.

It’s easy to see: With unique goals and preferences, customers don’t want to be “talked at.” They want to be heard.

Implementing a communication strategy without an inside look at their wants and needs is like convincing a toddler to eat broccoli because “it’s good for them.” Read More >

West Corporation

Posted on by West Corporation 


How Pre-discharge Communication with Patients Can Prevent Readmission

By Fonda Narke, Director of Product Integration, West Corporation Healthcare Practice

In the era of chronic illness and historically long lifespans, patient care transitions to home or another facility have become commonplace. Unfortunately, what lies between these exchange points is a kind of gray area, a healthcare limbo where risks for lapses in communication, coordination, quality, and safety are at their highest. The result, too often, is that patients lose the level of care management they need, which can result in a return trip to the hospital or worse.

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West Corporation

Posted on July 7, 2016 by West Corporation 


The 5 Biggest Headaches for Retail Pharmacists

By Robert J. Dudzinski, Pharm.D., Executive Vice President, West Corporation

Retail pharmacies today have unprecedented opportunities to deepen their role as front-line healthcare providers, but in order to succeed they’ll need to scale some major hurdles. We set out to discover retail pharmacies’ five biggest headaches.

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West Corporation

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