No Appointment Necessary
Kaiser Permanente is aware that for many patients an office visit can be more than a minor inconvenience; it may require taking time off work, or making complicated or expensive travel arrangements. And a doctor's office never feels as comfortable or private as one's own home. When it's difficult for a patient to make or keep appointments, the provider suffers as well. Kaiser's KP OnCall provides members a service and opportunity to speak to a nurse practitioner over the phone, without having to visit an office.
Kaiser called on Perficient to assist, due in part to:
- Our cloud enablement strategy and delivery teams
- Experience delivering solutions for healthcare organizations and understanding the organizational and market challenges they face
- Our methodology and experience in customer experience to help engage customers and strengthen relationships
- More than 15 years of experience working with Oracle customers to successfully implement solutions
Perficient created the Web Self Service & Nurse Chat, a solution that empowers members with the option to complete an online self-assessment versus waiting to speak to a nurse on the phone or go in for an appointment.
We deployed Oracle Policy Automation (OPA) to handle patient interviews and create an Oracle Service Cloud incident that is sent to the nurse practitioner if the patient can be treated via the online interview. Otherwise the patient is instructed on homecare or to make an appointment or visit an urgent care, as the case warrants.
With the Web Self Service & Nurse Chat, certain medical conditions can be screened via web questionnaires rather than requiring the patient to speak to a nurse. Members can complete questionnaires at their own convenience and receive treatment recommendations and patient education.
The Oracle Service Cloud platform allows:
- Self-service questionnaire or nurse chat
- Easy supervisor interface and robust data collection
- Ability to add other medical condition or symptom questionnaires
- Integration with KP.org website