Offering Patients Personalized Service, Enabling Growth
BOSTON, Oct. 30, 2017 /PRNewswire/ — Docent Health, the leading innovator in building enduring relationships with consumers in healthcare, today announced an expansion of their relationship with Hospital for Special Surgery (HSS), world leader in orthopedics and rheumatology and an original co-development partner. Following the successful launch and one year of deployment, HSS will now broaden their use of Docent’s capabilities to extend their leading service model to new populations of patients.
According to Louis A. Shapiro, President and CEO of HSS, “HSS is proud to partner with Docent Health to extend our knowledge around service delivery across the country.” Shapiro added, “this enhanced relationship allows us to extend our unique and high value brand and personalized service to an ever-growing population who seek us out for excellence in care and patient satisfaction.”
Docent Health enhances the patient experience by proactively offering customized support throughout a care journey. The Docent Health platform integrates with the hospital’s existing technology and curates a 360 degree ‘whole-person’ profile combining clinical with personal data. The dynamic journey engine suggests an idealized set of interactions designed to address the needs, fears and concerns of each patient. Specially trained service professionals then interact with patients to ensure that they feel prepared, well-educated and ready to receive care, and check in with patients during and after care events to ensure their expectations were met. The Docent service accommodates patient preferences by offering multiple channels for communication, including text, email, chat or in-person interaction.
“Docent is thrilled to be part of the HSS mission to expand and serve new populations,” said Paul Roscoe, CEO of Docent Health. “We see our technology and service as a way to scale excellence in customer service, and we allow health systems and other entities to offer the meaningful service that consumers increasingly demand as a differentiator and growth driver.”
For HSS, their work with Docent is a reflection of their commitment to innovation. HSS was the first health system to partner with Docent and their leadership and vision were instrumental in shaping Docent’s offering. According to Leonard Achan, Chief Innovation Officer at HSS, “We are proud that the industry-leading customer experience that we offer at HSS was the inspiration for Docent, and our use of Docent’s scalable technology platform has enabled us to provide that high level of personalized service to our growing patient population.”
For Docent, this expansion follows on successful deployment and expansion with other health systems and demonstrates the power and scalability of Docent’s technology-enabled-service model. Health systems who partner with Docent see this offering as a differentiator that services a core need and attracts patients and providers to their care. Measurable results include increased referral volumes, patient loyalty, and HCAHPS scores. Docent now serves patients in five states and across several service lines.
About Hospital for Special Surgery
Hospital for Special Surgery (HSS) is the world’s leading academic medical center focused on musculoskeletal health. HSS is nationally ranked No. 1 in orthopedics and No. 3 in rheumatology by U.S. News & World Report (2017-2018), and is the first hospital in New York State to receive Magnet Recognition for Excellence in Nursing Service from the American Nurses Credentialing Center four consecutive times. HSS has one of the lowest infection rates in the country. HSS is an affiliate of Weill Cornell Medical College and as such all Hospital for Special Surgery medical staff are faculty of Weill Cornell. The hospital’s research division is internationally recognized as a leader in the investigation of musculoskeletal and autoimmune diseases. HSS has locations in New York, New Jersey and Connecticut. hss.edu/innovation
About Docent Health
Docent Health is a healthcare experience company that helps organizations truly embrace and deliver a consumer-centric approach to healthcare. Docent’s tech-enabled service combines digital and human interactions to guide patients and accommodate their specific needs and preferences. With Docent, health systems can provide differentiated, empathetic services to their patients and referring providers, becoming a preferred destination for care and empathy. For more information, visit www.docenthealth.com or follow us on Twitter and LinkedIn.
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