Standardizing Care
In the ‘Standardize Care’ stage we simplify healthcare complexity to bring clarity with simple and effective standards. This foundation ensures every interaction meets the highest standard of care. This foundation of quality guides consistency, improves satisfaction and grounds future growth in efficiency and excellence.
Coordinating Care
Coordinate Care’ is where your patient service shines. By focusing on coordination across departments and measuring total efficiency, this stage aligns your entire organization toward exceptional patient access, refining processes to maximize impact and drive excellence.
Automating CareFlow
The ‘Automate CareFlow’ stage transforms patient care by integrating digital tools, automating workflows, and unifying data across services and systems. This consolidation reduces errors, enhances efficiency, and delivers consistent, high-quality care, enabling your team to focus on meaningful patient interactions while scaling operations seamlessly.
Engaging Everywhere
The ‘Engage Everywhere’ stage unifies communication channels and self-service options into a cohesive system. Integrating chat, SMS, self-service and the call center provides a seamless and consistent patient experience at every touchpoint, reducing call volumes and improving service quality.
Scaling Excellence
Scale Excellence’ transitions your organization to growth and greatness. Marketing, service, and finance converge to deliver and measure integrated service across marketing, outbound and inbound patient journeys. This unified approach scales service with precision, ensuring every aspect of the patient experience delivers coordinated care for growth, engagement, and financial success.
Standardize Care
Coordinate Care
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Automate CareFlow
Engage Everywhere
Scale Excellence
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Standardize Care
Standardizing Care
In the ‘Standardize Care’ stage we simplify healthcare complexity to bring clarity with simple and effective standards. This foundation ensures every interaction meets the highest standard of care. This foundation of quality guides consistency, improves satisfaction and grounds future growth in efficiency and excellence.
Coordinate Care
Coordinating Care
Coordinate Care’ is where your patient service shines. By focusing on coordination across departments and measuring total efficiency, this stage aligns your entire organization toward exceptional patient access, refining processes to maximize impact and drive excellence.
Automate CareFlow
Automating CareFlow
The ‘Automate CareFlow’ stage transforms patient care by integrating digital tools, automating workflows, and unifying data across services and systems. This consolidation reduces errors, enhances efficiency, and delivers consistent, high-quality care, enabling your team to focus on meaningful patient interactions while scaling operations seamlessly.
Engage Everywhere
Engaging Everywhere
The ‘Engage Everywhere’ stage unifies communication channels and self-service options into a cohesive system. Integrating chat, SMS, self-service and the call center provides a seamless and consistent patient experience at every touchpoint, reducing call volumes and improving service quality.
Scale Excellence
Scaling Excellence
Scale Excellence’ transitions your organization to growth and greatness. Marketing, service, and finance converge to deliver and measure integrated service across marketing, outbound and inbound patient journeys. This unified approach scales service with precision, ensuring every aspect of the patient experience delivers coordinated care for growth, engagement, and financial success.
5-stage Patient Service Maturity Model
Navigating the complexities of healthcare to deliver exceptional patient access experiences can be daunting. At Keona Health, we've developed a proven 5-stage Patient Access Maturity Model to guide your organization's transformation journey.
By adopting simple standards, fostering modular coordination, automating workflows, embracing omnichannel engagement, and integrating marketing with service delivery, you can elevate patient satisfaction, optimize operations, and unlock new growth opportunities. Our framework provides a clear roadmap to help you overcome challenges, reduce errors, improve efficiency, and create a seamless patient experience across all touchpoints.
5 Stages Of Optimization
Simple Standards
Lay the foundation for consistent, high-quality patient care by establishing unified communication and documentation standards. This crucial first step streamlines training, reduces errors, and ensures regulatory compliance, ultimately leading to enhanced patient satisfaction and a call handling baseline of 95%+ answer rate.
Modular Coordination
Break down organizational silos and foster seamless collaboration by implementing unified tools, systems, and feedback mechanisms. This stage enables comprehensive reporting frameworks, aligning operational performance with revenue growth while reducing training time and eliminating friction in customer service.
Automated Flow
Liberate your staff for meaningful work by automating workflows and communication processes. Integrate your CRM system, implement real-time KPI monitoring, and leverage advanced call flow analysis to identify patterns and drive targeted improvements. Automation reduces errors, improves efficiency, and ensures consistent patient care.
Omnichannel Engagement
Meet your patients where they are by providing quality self-service options and enabling services across multiple channels. Enhance accessibility, reduce call volumes, and ensure a seamless patient experience by implementing automated reminders, offering 24/7 scheduling capabilities, and maintaining a consistent communication voice across voice, SMS, chat, and bots.
Market & Expand
Connect marketing with service to create a true unified patient journey. Track marketing ROI precisely, deliver marketing insights through patient engagement, and combine marketing efforts with service delivery for a holistic patient experience. Leverage predictive analytics and digital marketing insights to drive demand, optimize patient interactions, and inform growth strategies.
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Benefits We've Seen From Clients
- Reduce training time by up to 70% and improve call handling by 125%.
- Achieve a call handling baseline of 95%+ answer rate and virtually eliminate scheduling errors.
- Reduce scheduling call volume by 20-60% through enhanced self-service options.
- Increase after-hours revenue by enabling 24/7 scheduling and minimizing no-show rates.
- Leverage predictive analytics and digital marketing insights to drive demand and inform growth strategies.
The Experts Behind The Model
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