At Wake Internal Medicine, we are dedicated to providing high-quality medical care and customer service to our patients. In our continued efforts to make your healthcare easier, we are pleased to announce that we are introducing a new phone triage system through Keona Health. Keona Health will facilitate our patient triage, allowing our non-clinical staff to take our patients calls, anything from a simple question about a prescription refill to a complicated concern.
When a patient initially calls in, they will be able to quickly communicate their concerns. Our staff will assist the patient through a guided interview process, which will then be sent to our trained clinical staff to review and respond to each patient with the appropriate recommendation.
“We prioritize the patient experience,” said Matt Johnson, CAO. “It is important to us that patients get the help they need when they need it. Patient Satisfaction Surveys revealed that we needed to do a better job with our communication by phone; so we listened and solicited Keona’s sophisticated system to address this important component of delivering the best possible care. Keona’s innovative triage solution also saves us a lot of wasted hours on the phone. Our nurses’ time is spread so thin, it will be nice to have them focus more on patient care.”
Along with the patient triage system, we will also be offering a new service July 2015, Online Health Advice. Online Health Advice will allow you to ask medical questions anytime, on any device. No need for a phone call! Just log in, state your concern, and answer a few follow-up questions. This information will then be sent to your doctor and will only be seen by your doctor and nurse. Your concern will be answered quickly. You may possibly get an appointment that same day or you will receive personalized instructions from your physician for your specific needs. You will be able to login through our Patient Portal to ask your health question!
“Keona Health’s software tools are aimed at providing relief for what is widely recognized to be one of the biggest pain points in medicine today, patient call support” said Oakkar Oakkar, CEO of Keona Health. “We’re pleased to be partnering with Wake Internal Medicine Consultants to improve response time and reduce cost.”
Wake Internal Medicine is committed to providing the utmost quality of patient care. We look forward to implementing this new system to improve our communication and service with our patients.
The Press Release for Keona Health expanding to Wake Internal Medicine Consultants, Inc. can be read here.
Check out this short video for more information about Online Health Advice.
