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that this is really for the patients' convenience. We pointed out that
when we had someone calling, a lot of times patients would be at
work, where they couldn't talk or they didn't have their pill bottles
with them. So when they do it online, it's more thorough."
After all, Ms. Fann tells them, getting more thorough information
and getting it more promptly is to everyone's benefit. "Patient satisfac-
tion is the way I address it with them. It's more convenient and it
helps both of us out. There's less chance of something showing up at
the last minute that might force the case to be canceled because the
patient has to get medical clearance."
One of the key features of the product her center decided to use, says
Ms. Fann, is the ability to run reports showing the compliance rates for
different physicians' offices. "I can break it down by doctor and see
how many patients did their assessments over the phone and how
many did them online. If I have 60 or 70% who did it over the phone
with a given physician, that tells me who I need to follow up with."
Her persistence has paid off. Roughly 75% of her patients are now
using the program, says Ms. Fann. And the benefits are significant.
"Our pre-assessment nurse still calls the patients to make sure there
aren't any questions and to go over instructions," she says. "But now
instead of spending 30 to 35 minutes on the phone, it's more like 10 or
15. That lets her help out with covering breaks on the floor when peo-
ple need to step out."
The key, Ms. Alexander agrees, is going the extra mile to get docs'
offices onboard. "Make sure that your teaching materials for your sur-
geons' offices are very helpful, so the patients have step-by-step instruc-
tions," she advises. "Also make sure your office surgery schedulers are
familiar with the perks of the product so they can promote them to the
patient."
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