Improve The Patient Experience with Lighthouse Knowledge Management System for Healthcare

When the phone rings in a healthcare institution, a medical emergency is often on the other end of the line. Life hangs in the balance while service providers scramble to find the information required to help the patient in need

Healthcare institutions

Enjoy the following benefits while using Lighthouse Knowledge Management System

  • Human errors are reduced with access to the right information at all times
  • Fewer calls and less communication time are required with accurate knowledge accessible within a few seconds​
  • Unified answers to complex processes can be provided, including step-by-step guidelines
  • Easy and quick distribution of information about regulatory guidelines and information on specific changes in financial regulations using a single platform
  • Easy and quick implementation
  • Almost no training is needed
  • A business solution that requires no computer coding

But here’s the problem:

Mistakes can be deadly, and companies simply cannot afford to make them. Strong knowledge solutions are needed to ensure compliance and avoid errors. For this reason, it’s imperative that doctors, nurses, call center agents and more have access to information at their fingertips at all times.

Today, many financial client care centers are suffering.
In an age where patient care providers are expected to provide the ultimate patient experience, service centers are constantly struggling with providing accurate information and clear instructions to patients to improve their experience, and provide them with peace of mind during their visit to a medical center. However, in practice, due to a lack of structured information, management and expertise, a hospital’s call center activity can become cumbersome and inefficient. Call center agents are often unable to provide accurate answers to patients and become increasingly dissatisfied with the medical center’s service. In addition, it’s often a struggle to maintain a significant number of individual locations and contact centers, and managing and sharing product data, inventory, pricing, and other related information is an extremely large challenge. The challenge of providing this data constantly and accurately both internally between employees and externally for patients only compounds it further.

Your institution can easily turn these challenges around by implementing Lighthouse Knowledge Management System.

Healthcare organizations can rapidly enhance their knowledge management solution to support employees and agents by providing them with accurate information at any time — during exchanges with patients, or internal inquiries by doctors and medical staff. Patients feel confident speaking to agents who are informed regarding procedures, treatments and services, which instills trust and stability at critical times.

How is it done?

The Lighthouse knowledge management platform helps to improve patient care by streamlining data management, minimizing human error, and easing the patient-doctor interaction.

Let’s get into the details

1. Streamlining data management:
How data is stored is important, but so is how it is retrieved. Lighthouse offers a way to increase the speed and accuracy with which financial providers deliver information to their clients. GetAnswer, a patented Lighthouse technology platform retrieves any information from the knowledge base in mere seconds, negating the need to search through long documents for a single answer.

2. Minimizing Human Error:
In healthcare, minimizing human error is crucial. That’s why Lighthouse implemented triggers for acknowledgements into its platform, requiring employees to sign off when they review specific new information added into the knowledge base. This is even more important when it’s a process or regulation. Guided scenarios take staff through a checklist of processes for any given interaction. Step-by-step instructions at their fingertips greatly reduces human error.

3. Patient-Doctor Interactions:
Lighthouse can make doctor-to-patient interactions quicker, more accurate, and more convenient. Doctors can be sure that any information they pass to their patient is up-to-date. On the other hand, patients will appreciate the speed with which their answers are provided. Furthermore, patients feel secure that the correct information is being shared by an informed employee.

Some of the results

Some of the results that most healthcare institutions obtain when utilizing Lighthouse Knowledge Management System:

  • 15% Increase in patient satisfaction scores
  • 50% Reduction in average agent training times
  • Faster and more accurate information retrieval processes; Improved first-call resolutions by 25%
  • Reduced training curve for new agents on procedures and regulations

Who exactly is Lighthouse?

KMS Lighthouse’s next-generation knowledge management solution enhances every engagement by empowering providers and end-users with real-time access to accurate and consistent knowledge to improve provider and end-user experience alike. The powerful search functionality dramatically improves engagements across all service and sales channels.

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