Category: Healthcare

Category: Healthcare
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 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 

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

Posted on June 30, 2016 by West Corporation 

5 Steps Toward a Modernized Healthcare Contact Center

By Brian Cooper, Sr. Account Executive, West Corporation

Contact center modernization is a journey. Knowing where you are in your modernization journey makes it easier to determine which “on ramp” to take as you work towards successfully transforming your healthcare contact center (see my previous blog to determine your contact center’s maturity level). The following are a sequence of steps and considerations that can help guide you on your contact center modernization journey, whether you’re crawling, walking, or running.
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West Corporation

Posted on June 29, 2016 by West Corporation 

Cooking up Customer Loyalty

Picture this: you’re just getting home from a tasty meal at the pizza joint your friend has been pestering you to check out. The food was of high quality, the customer service was friendly and the entire experience came at a good value. Overall, you are a satisfied customer.

Unfortunately for the pizza shop, your satisfaction never materializes into loyalty. It was kind of a far drive, and honestly, you already have your go-to spot. Your split decision to likely never return is a prime example of the fact that customer satisfaction does not equal customer loyalty. Read More >

West Corporation

Posted on June 20, 2016 by West Corporation 

The Unique Recipe for a Connected Customer Experience

Dan Gordon, Senior Vice President of Strategy and Development at West tackles the most common customer experience shortcomings for brands in a recent guest blog for Loyalty360:

While many enterprises within these sectors have established multiple channels for customer interaction, far fewer have taken the necessary step of ensuring cross-channel and cross-functional visibility. By failing to integrate platforms, applications, and services in a comprehensive communication ecosystem, these industries deny their customers a seamless experience and, instead, risk burdening them with redundancy

Gordon highlights three big moves organizations can make to address this struggle:

  1. Evaluate where you are and where you want to be
  2. Identify gaps in communication between the two
  3. Prioritize next steps based on mutual value to the brand and customers

Click here to read the full article and dive into each step.