Continued Education – OfficeFLO® Health by Entrespace®

Continuing Education

The Entrespace Group offers a range of Continuing Education (CE) courses for healthcare professionals on a variety of topics, such as

Designing the Patient Experience (PX) to successfully attract millennials
How to optimize the PX to maximize word-of-mouth referrals
HIPAA-compliant practices for leveraging social media

CE courses can be provided in person or as a webinar in multiple formats: as a lecture, as an interactive workshop, as a seminar, with or without live demonstrations and hands-on exercises. The duration can vary from as short as 1 hour, to a half day or a full day session.

Request a Lecture or Workshop

Designing the Patient Experience (PX) to Successfully Attract Millennials

Learn about the latest evidence-based research about millennials and practical steps that you can take for your practice

Millennials are the largest living generation in the United States and they are only starting to flex their spending power. Many industries have enhanced their business model to be able to accommodate typical expectations and preferences of the millennial generation. Some of the businesses that did not – are now struggling to survive.

Course Objectives

Evaluate how the current patient experience implemented in your practice fares in comparison with the typical expectations and requirements of patients of the millennial generation.
Identify what needs to be done to better attract millennials. Find the gaps in the current patient experience.
Select HIPAA-compliant capabilities and technologies to address the gaps for each of the patient experience elements that are critical for successful adoption by patients, referring doctors and staff.
Plan the design and implementation for each of the elements of the desired patient experience.

If you wonder whether millennials are relevant to your practice, please note that millennials are not just your patients:

Patients of other generations, such as Gen X or Baby Boomers, will rely more and more on the care and support from their family members who are millennials—children, grandchildren, nephews and nieces. Subsequently, millennials will more often be directly involved in selecting a medical provider and coordinating treatment activities for their older family members and loved ones
The latest generation of referring doctors are also millennials, and their practices and preferences need to be properly taken into account to preserve their loyalty and enduring relationships.
In addition, many patients or referring doctors of Gen X or Baby Boomer generations are frequently influenced by their millennial family, friends and coworkers, and at times successfully adopt the same practices and behavior.

For more information about this course

See the abstract and summary

How to Optimize the Patient Experience (PX) to Maximize Word-of-Mouth Referrals

Learn about the elements of experience that can make an important difference for patients and referring doctors

According to the Beryl Institute, “the patient experience is defined as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”

While the quality of actual care and treatment is still an important factor in evaluation a doctor or their practice, numerous other factors becoming more and more important in the decision making processes used by patients, their personal representatives and their healthcare providers.

It’s not uncommon, that even the best healthcare providers may not be selected, due to difficulties with accessing health records by patients, or difficulties in scheduling appointments, providing records, communicating with the healthcare providers, being able to get their attention timely when issues arise, or experience with billings and payments.

Course Objectives

Evaluate how the current patient experience implemented in their healthcare practice fares in comparison with best practices
Identify what needs to be done to optimize patient experience. Find the gaps in the current patient experience.
Define options for how those gaps can be addressed to meet the desired level of patient experience to maximize the word-of-mouth referrals.
Compare different HIPAA-compliant capabilities and technologies using criteria introduced in the presentation for each of the patient experience elements that are critical for successful adoption by patients, referring doctors and staff.
Plan the design and implementation of the elements of the desired patient experience.

For more information about this course

See the abstract and summary

We will review the results of the in depth studies analyzing the behavior, practices, and preferences most often exhibited in emerging consumer mindset, that are directly applicable to healthcare industry. We will compare the findings with the typical patient experience found in doctor’s practices as well as the typical customer experience and business practices adopted in other industries like finance, insurance, retail, travel, transportation, etc.

We will examine the elements of the current patient experience that typically fall short, and we’ll describe a proven, tested, and validated approach for how those elements can be improved.

Critical Success Factors for Patient Experience

It is important to understand what behavior and practices patients or their healthcare providers engage in, and what capabilities they like to leverage, such as email, text and instant messaging, live chat, and social media. The critical part however is how to design and implement these capabilities in a cost-effective way while addressing HIPAA compliance requirements and minimizing the impact on the staff.

As an example, HIPAA-compliant email can be implemented in a doctor’s office in a way that will be highly successful for each of the stakeholder types—staff, doctors, patients, and referring physicians — or in a way that will make no significant difference and will not result in a meaningful level of adoption or impact on the ability of a doctor’s practice to better attract patients and referring physicians. In this example, the critical success factors for HIPAA-compliant email have to do with design decisions that define whether the patients are required to set up yet another user ID and password, or whether patients are required to go to a different website to access their messages, or whether they can send and receive email from their mobile devices using native apps as conveniently as they can from their desktop computer, or whether patients must be invited by the practice in order to send secure messages.

HIPAA-compliant Practices for Leveraging Social Media

Learn about how to use Social Media capabilities to grow your patient base and minimize your overhead

We will review how to use Social Media capabilities, such as Facebook and Twitter to

Drive awareness about your practice
Engage with your patients
Minimize the overhead on your staff

Course Objectives

Identify social media capabilities that can be used to optimize your social media presence
Understand the HIPAA and other federal laws and regulations that directly impact the use of social media for healthcare organizations
Plan and implement your social media strategy in compliance with HIPAA and other laws and regulations

For more information about this course

See the abstract and summary

We will discuss

How you can use Twitter to simplify handling of your patient’s waiting list
How to increase a number of ‘Likes’ on your practice’s Facebook page
How to increase a number of Google reviews showing on Google Maps, ‘Google My Business’ and Google search results
How to develop authentic stories about your practice for your Social Media campaigns – demonstrating value and helping to differentiate your practice
How to reach new prospective patients and how to generate their interest in trying your practice by leveraging Facebook Social Media campaigns
How to handle inquiries and comments submitted through social media in a way compliant with applicable laws and regulations, including HIPAA, Federal National Labor Relations Act (NLRA), Federal Trade Commission (FTC) Act, Consumer Review Fairness Act (CRFA); and Federal Copyright Act