Posterity Health is the world’s first virtual center of excellence for men’s reproductive health. The center offers a blended care delivery model that allows for telemedicine appointments, ongoing treatment plans, and in-person care. Through a variety of technologies, personalized care, and expert guidance, Posterity Health empowers men to take control of their reproductive health.
PROBLEM
Matt Alley, CEO at Posterity Health, said male reproductive health care is often overlooked and there is a widespread stigma associated with seeking help.
“Men are often reluctant to call their doctor or seek professional help for fertility issues, making it difficult for them to ensure timely care,” he explains. “This reluctance is a significant barrier for Posterity Health, as engaging men early in their fertility journey is critical to a successful outcome.
“The administrative burden on our staff was enormous,” he continued. “The intake process was time-consuming and managing appointments manually was inefficient. This not only strained our resources, but also led to delays and reduced patient satisfaction. We needed a system that could streamline our processes, making it easy for men to contact us, book appointments, and stay in touch with our practice without feeling overwhelmed or embarrassed.”
PROPOSE
Yosi Health proposed its digital system, which for Alley was an opportunity to address these challenges head-on. The provider’s suite of services has streamlined the patient intake process, made it easier to schedule appointments, and increased overall patient engagement, which is essential to breaking down the resistance men often feel when seeking fertility care, he said.
“The vendor recommended a comprehensive digital platform that was designed to streamline our administrative processes and improve patient engagement,” he recalls. “Their system focused on the following key areas: digital intake, online scheduling, reputation management, payment collection, and two-way messaging.
“The digital intake process is a game-changer,” he asserts. “By allowing patients to complete the intake form online, we can significantly reduce the time spent on administrative tasks. This feature saves our staff about 10 minutes per appointment—and the process is more convenient for patients.”
With 70% of patients completing the admission process within 10 minutes, it is clear that the feature improves both patient satisfaction and operational efficiency, he added.
Online scheduling is another key component. Men can now book male fertility appointments directly from their phones.
“This convenience plays a key role in encouraging men to take the first step in their fertility journey,” Alley notes. “The ability to schedule both in-person appointments, such as vasectomy and reversal, and online consultations has reduced the stigma associated with male fertility issues by providing a private and convenient way to access care.
“Reputation management collects valuable patient feedback to continually improve our service,” he said. “Patients who completed the survey gave an impressive average patient impression rating of 9.3/10. This feedback loop is essential to maintaining high standards of care and addressing any concerns promptly.”
Overall, the technology is designed to alleviate the problem by simplifying the entire process for patients, providers and staff, ultimately encouraging more men to seek the fertility care they need, he added.
Facing the Challenge
Once implemented, Yosi Health’s technology was integrated into Posterity Health’s existing workflows to create a seamless patient experience. Posterity Health’s administrative team and healthcare providers are the primary users of the platform, using its various features to streamline operations and enhance patient engagement.
“The digital intake process was implemented immediately,” Alley said. “Patients are encouraged to complete an online intake form prior to their visit, which significantly reduces the time spent on paperwork during visits. The integration was seamless because Yosi’s platform is designed to work with our existing electronic health record system, ensuring patient information is recorded accurately and securely.
“For appointment scheduling, the provider’s online system has been fully integrated into our website and patient portal,” he continued. “Patients can now schedule appointments for fertility evaluations, vasectomy, and reversal online. This convenience is especially beneficial for men who are reluctant to call to discuss sensitive issues.”
The self-scheduling feature puts men in control of their fertility journey by allowing them to schedule appointments as they wish, he added.
“In terms of reputation management, we are able to send out fully customizable patient satisfaction surveys to gather patient feedback after appointments,” Alley said. “This data is integrated into our internal review processes, allowing us to continually improve our services based on patient input. The high completion rates of these surveys have provided valuable insights into patient satisfaction and areas for improvement.
“Overall, this technology enhances our ability to provide efficient and patient-centered care,” he continued. “The platform’s ease of use and comprehensive features allow us to overcome the challenges associated with engaging men in the reproductive process.”
RESULT
One of the most important results Posterity Health has achieved is reducing administrative time and improving patient intake efficiency. With a digital intake process, 70% of patients now complete their intake form within 10 minutes.
This efficiency has saved staff approximately 10 minutes per appointment, allowing them to focus more on patient care rather than paperwork. This streamlined process not only improves operational efficiency, but also enhances the overall patient experience by reducing wait times and making visits more convenient.
Another key metric was the improvement in patient engagement and satisfaction. Although only 11% of patients started the post-appointment survey, those who completed it resulted in an average rating of 9.3/10.
“These high satisfaction scores are a testament to the effectiveness of technology in creating a positive patient experience,” Alley reports. “The feedback we receive from these surveys is invaluable, helping us identify areas for improvement and maintain high standards of care.
“A third measure of success is the convenience and accessibility of appointments, which has significantly increased the number of men booking appointments for semen analysis and other services,” he continued. “This feature has empowered men to take proactive steps in their fertility journey, reducing the stigma and hesitation often associated with seeking care.”
He added that the ease of booking appointments online has made it easier for men to access the healthcare they need, thereby improving health outcomes.
ADVICE FOR OTHERS
For healthcare providers considering adopting digital appointment scheduling and intake technology, it is essential to focus on the patient experience, Alley advises.
“Implementing a user-friendly and efficient system can significantly improve patient engagement and satisfaction,” he notes. “Today’s patients expect convenience and ease of use when interacting with healthcare providers, and their expectations can now be met. By reducing the administrative burden on staff and streamlining processes, providers can deliver a more seamless and positive patient experience.”
“Another key piece of advice is to make sure the technology integrates seamlessly with your existing systems or is highly configurable,” he continues. “Compatibility with your electronic health records and other platforms is critical to maintaining accurate and secure patient information. When choosing a technology vendor, look for systems that offer customization and strong support to facilitate a smooth onboarding of staff.”
Finally, he advises that it is important to continuously collect and act on patient feedback.
“Reputation management tools that collect patient surveys can provide valuable insights into patient satisfaction and areas for improvement,” he said. “By proactively listening to and addressing patient concerns, healthcare providers can improve their services and build stronger relationships with patients.
“Technologies that facilitate this feedback loop are incredibly helpful in maintaining high standards of care and continually improving the patient experience,” he concludes.
Follow Bill’s HIT coverage on LinkedIn: Bill Siwicki
Email him: [email protected]
Healthcare IT News is a publication of HIMSS Media.
