Contact Center Solutions Featured Article

NurseConnect Enables Exceptional Patient Engagement

October 20, 2017

Good nurses are the secret to exceptional patient care. Nurses dot the i’s and cross the t’s of patient care; from monitoring patient statuses and delivering medication, to serving as a line of communication and more. This week, Avella announced strides set to support those taking specialty medications by offering a nurse at the push of a button.

Avella unveiled NurseConnect, a new patient support program with the aim of educating and engaging those managing health conditions with specialty drugs. Leveraging an omnichannel approach, Avella’s nurses remain in contact with patients via video, text, voice and screen sharing.

The service is more than capable of walking patients through possible side effects, or proper procedure for delivering an injectable, for example. Also, it is Avello’s practice to reach out to patients soon after a diagnosis of conditions like HIV, hepatitis C or cancer, offering a single point of contact throughout the ups and downs of the treatment process.

It is often helpful for patients to possess education in the treatments being delivered, knowing what to expect can go a long with patient care. It is for this reason the outreach starts before the patient picks up their first prescription.

"NurseConnect leverages a model that is already proven in the healthcare industry today," according to Rebecca Shanahan, CEO of Avella. "Research consistently shows that nurses are among the most trusted working professionals in the nation. NurseConnect taps into that unique relationship of trust between patients and nurses in order to provide high-touch, personalized support that is enabled by advanced technology."

NurseConnect leverages call recording, monitoring and surveys to collect data on the patient experience to continually hone, and refine patient care when it comes to matters like clinical research support, case management, reimbursement support, etc. in addition, NurseConnect keeps tabs on adverse events an drug adherence as reported by patients adding to the copious data analyzed.

Healthcare is long overdue for an overhaul, but implementing a one-on-one engagement tool serves as a step in the right direction. Add in the fact that the call center is manned by Avella nurse’s takes the legitimacy of this digital healthcare solution a bit further.

Is your outreach omnichannel?

Edited by Mandi Nowitz