Any time your service fails to meet a customer’s expectations, service recovery is in order. Remember, if the customer perceives that there is a problem, there is a problem.

Healthcare providers are functioning in a landscape that seems to be reshaped on a daily basis. While attempting to adjust to the explosion of healthcare reform, new regulations, performance standards, payment structures, ever-changing technology, and myriad other requirements, there remains the need to provide care to patients – and to do it perfectly every time.\n\n

Physicians often lead the team that surrounds every patient, and we must integrate them into the patient experience in a way that enables the best patient outcomes.

The Medical Staff Office (MSO) for Penn Medicine uses Echo as the source of truth for all provider information related to credentialing and health plan enrollment. Recently, the Penn Medicine MSO made a strategic decision to streamline and automate their processes.

Prior to implementing Echo, the reappointment process required two FTEs for five business days—and perhaps six sacrificed trees and seven bursting file cabinets. The reappointment process required a total of 80 hours. The process revised with Echo requires just one FTE for three hours—a savings of 77 hours.

The Penn Medicine MSO made a strategic decision to streamline and automate their processes. The credentialing review process — where an initial applicant or reappointment applicant is reviewed by the clinical department chairmen prior to presentation to the Credentials Committee — was an important part of that effort.