The pMD Blog

Welcome to the
pMD Blog...

where we cover interesting and relevant news, insights, events, and more related to the health care industry and pMD. Most importantly, this blog is a fun, engaging way to learn about developments in an ever-changing field that is heavily influenced by technology.

Always Listening: A Consultative Approach

What do you know about pMD? Can you describe your current process? What does your ideal workflow look like? These are questions we ask every client upon engaging with them for the first time. We find that some customers know exactly what their ideal future state for charge capture, secure messaging, care coordination, or information exchange would look like while others are looking for expert guidance. pMD takes a consultative approach to each and every customer. We believe that unless we listen and understand our customers’ challenges, we would be doing our clients and ourselves a disservice.

Elizabeth, Andi, and I were on a recent implementation and experienced first hand some of the benefits of this approach and how important it is to always ask those questions. During one of the trainings with a staff member, Elizabeth had started a line of inquiry into how they schedule patients for follow-ups after they are seen in the hospital.

The staff member described their current process and went on to detail how they often relied on the patient to let them know when to schedule the follow up appointment. Many times patients were not seen in a timely fashion after discharge and this ultimately affected the quality of care for their patients. It was a problem they were aware of but had no easy way to solve it.

Thinking that there must be a better way, we consulted with several of our customers’ staff members as well as physician leadership. The situation became even more complex when we realized that different divisions of this group had a slightly different way of performing this exact same process. After some brainstorming amongst our team, we were able to come back the next day with a well designed solution, comprised of both process and technology improvements and we were able to train the staff accordingly.

The really interesting thing about this particular solution is that the issue we were solving wasn't related to charge capture, or secure messaging, or any of the other areas that a customer would typically associate with pMD! pMD, being the flexible data capture platform that it is, enables all kind of information to be routed to the people who need it, when they need it. In other words, it enables the right people to get the right information at the right time.

By actively listening all of the time, understanding the true capabilities of our software and being experts in our domain, we were able to pro-actively identify an area we could improve upon. We designed a process that enabled the physicians to electronically request different types of patient appointments to be scheduled. Whether it was for a new patient follow up in the office or labs to be scheduled for an established patient, we were able to facilitate a more efficient and effective workflow within pMD.

The feedback we receive from this kind of consultative approach can be used to drive our own process of innovation. By taking what we learn on the front lines and bringing it to the attention of our talented software engineers, we frequently come up with new ideas and better ways of serving our customers.

The implementation went very smoothly and in the end was a success with everyone. The patient schedulers and coordinators, physicians and staff members were all very happy with pMD and the services we provided, which of course makes us very happy as well!
5G ACA Account Management ACI adoption Advancing Care Information AHCA AHRQ AI Alternative Payment Model Amazon S3 Android API Apple appointment reminders Artificial Intelligence arts Audit Bay Area BCRA Best Place to Work Best Practices Big Data bootcamp BPCI BPTW Bundled Payments Business relationships Care Communities care coordination Care Navigation Care Team Career Fair CDC Charge Capture Charge Capture App Charge Capture Software Charge Capture Solution Charge Capture Statistics Charge Lag CHIP CIO Clinical Communication clinical data Clinical Data Registry Clinically integrated network Cloud CMS cms regulations Collaboration Communication Company Culture Conferences Connected Health Record contact practice Coronavirus COVID-19 COVID19 Cross-functional culture custom reports Customer Interaction customer relations customer service customer success customer support Customers Cyber Security cybersecurity Developer DHHS Dialysis discharge instructions EHR elderly Electronic Charge Capture Encryption epidemic Expansion FDA FHIR Flu fundamentals GI GI Outlook Goals group messaging Health Care Health Care Technology Health Care Web health data Health Information Exchange Health Record Healthcare healthcare interface healthcare interface integration healthcare software HIE HIPAA hipaa compliant communication hipaa compliant communication platform HIPAA-Compliant HL7 Home dialysis Hospital Census Hospital Communication humanity IA ICD-10 ICD-11 Implementation Improvement Activities in-app calling Instant capture Integration interface interoperability iOS iOS 8 iOS7 iPad iPhone iPhone 6 Lead Generation length of stay Long Term Care LTC Machine learning MACRA Medaxiom Medical Billing Medical Errors Medical Software Medicare Mental Health Mentorship Messaging Messaging with Patients MGMA MIPS MIPS Registry mobile Mobile App Mobile Charge Capture Mobile EHR Mobile Health Mobile Messaging Mobile security Mobile Technology Modern Healthcare Native App Network new feature new features news NIH OCM onboarding Oncology Care Model operations opioid crisis Pandemic Parenting partnerships Patient Patient access Patient App Patient Care Patient Chat Patient chat routers Patient Communication patient data Patient Engagement patient experience Patient Generated Health Data Patient Handoff Software Patient Information Patient Messaging Patient Safety patient support Patient Visits Patient-Centric PCP Performance bonus pmd pMD Team population health Population Health Management PQRS Product Development Productivity products Promoting Interoperability QCDR QPP quality reporting Quality Scoring Recruiting Recruitment Reimbursement remote jobs Remote Work reports Residents Responsibility ROI Rural communities Sales Secure Communication Secure Data Secure Messaging Secure Messaging Video Secure Text Messaging Secure Video Secure Video Chat Security Audit self care seniors SF Biz Times SNF SOC 2 software vendor Specialty Care success support TCM Team culture Teamwork technology telehealth Telemedicine telemedicine in long term care Telemedicine skilled nursing facilities Teletherapy Text Messaging texting training Travel Upgrades UX Design VA Value-based care Video Calling Video chat video communication video conferencing Virtual Care Virtual Visit voice calling voice memos Wearable Device wearing many hats Web App wellness wfh Wireless Work From Home Work Life Balance