Excellence 24/7

A value chain exists for healthcare in the steps a patient/customer goes through to receive what he or she seeks. Each step is important in the ultimate goal of creating value. In the case of Excellence 24/7, the value chain involves everything from the preparation of the patient for the visit/procedure; the sign-in; the process of the procedure; the follow up; and the feedback. These steps are interconnected throughout the complete process from patient/consumer to the organization, and from the organization to the staff involved (for improvement purposes). The totality gives the patient a sense of connection throughout, and also, simultaneously, connects the system with the patient real time in order to respond on the spot, and after the fact with other improvements, praise/compliments, etc. that cement the patient-professional connections, as well as the employee-organization connections. An important by-product is that if a patient cannot make an appointment for a procedure for whatever reason, the Excellence 24/7 system enables the organization to learn that in advance and take steps to fill the "dead" space from a waiting list if available. This avoids lost revenue if the payments are on a procedure basis, or empty down time that is simply an expense without production for the institution if paid on a prepaid basis. Again, the totality of experiences or touch points in the patient journey is where value is created for the institution and the patient through the same process. That's a double win. Excellence 24/7 proves, through real time engagement, that the best care occurs when the best of medicine joins with the best social support systems.