Patient Satisfaction & Experience
We are committed to providing a superior patient experience. Our programs, processes, and initiatives to improve quality of care, patient flow, complaint resolution, case management, and more, correlate directly to patient satisfaction. Our goal is for every patient to have a positive experience with a high-caliber clinician so we can impact their experience and your scores and financial success.
We believe in being an advocate for your patients. Our captive patient medical billing company, staffed by compassionate and knowledgeable specialists, help patients resolve issues and misunderstandings. To provide the best support possible, when needed, we conduct conference calls with the patient and his or her insurance provider to help everyone understand their responsibilities.
Our ED2Home program utilizes telemedicine to continue giving patients access to ED physicians from the comfort and safety of their homes, minimizing risk and optimizing care.
Patient Complaint Resolution
Most hospitals receive two types of patient complaints: complaints about quality of care and complaints about billing. We are committed to addressing each type of complaint by bringing it to the attention of the medical director, cross-checking it with the patient’s case, and responding to the patient in a timely, professional, and respectful manner. Billing-related complaints are handled by our captive medical billing company for timely resolution.
We partner with HonorCare® to offer patients affordable and accessible medical payment solutions. For patients who need to refinance their bills, we work with HonorCare® on their behalf to determine a payment plan that works with their budget and lifestyle.