Conventional surveying approach lacked personalized health coaching and resulted in significant staff inefficiencies.
Bayshore Specialty Rx, a division within Bayshore HealthCare, offers state-of-the-art pharmacies and a high level of expertise in the preparation, storage and delivery of intravenous (IV) and injectable drugs and equipment, coupled with case management and health coaching by clinical nurses. A core element of ensuring the success of Bayshore’s drug delivery program is collecting information from patients with a baseline health assessment questionnaire to assess the “before” and “after” change in patient’s health score and satisfaction.
Before using Tickit, Bayshore nursing staff conducted the Baseline Health Assessment surveys over the phone which resulted in both time taken away from higher-value health coaching activities and reduced ability to proactively identify health and wellness issues concerns of patients ahead of the coaching call. Additionally, the required post-coaching surveys were inconsistently completed by the patients and nurses as they were a low priority, hence making it difficult to know if the Nurse Case Management Service improves health outcomes. This incomplete data set and ineffective manner of collecting information via phone surveys were manually collated and analyzed in Excel to identify trends, adding further challenges and workflow delays.
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