Adapting to today’s self-service technology

Insight Article

Patient Flow

Business Operations Technology

Patient Care Technology

Many decades ago, registering patients created the medical record — taking down a name, address, date of birth and other info and putting it into a manila folder to be handed to a physician.

Yet despite shifting patient expectations and technological improvements, that process has lived on in various iterations as though it were “a beloved tradition,” said Karen Shaffer-Platt, vice president, revenue cycle, patient concierge services, UPMC Corporate Services.

In her work at University of Pittsburgh Medical Center, many of those processes lived on longer than they should have because of a type of “academic arrogance” in which the organization assumed patients would wait and keep using the same processes for check-in, all in the name of seeing the world-class physicians. “These times are changing,” she noted.

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