Hey, welcome back to The prospecting show. This is Episode 25, Part 4 of 6 technology and healthcare with Dr. Matthew demand.
As a summary for this episode, new technology exists to make our lives easier, the whole goal here is to improve your soft skills, so that you can use the technology with those skills to elevate the ROI and make your life easier while delivering something of great value to your customers… So I, in my experience in practice, I saw… My short time I was seeing hundreds and hues of patients per week, and that’s not to say that it’s any better or worse, but the problem you get with that kind of volume, in my opinion, with one provider is documentation, you only have so much time. Doesn’t matter what it is. And as you see more patients in my practice and where I was working, the thing that suffered was documentation, because at the end of the day, we’re not gonna say I’m gonna do less to the patient, I’m just gonna do probably a little bit less on the documentation side, maybe that’s a personal choice that I decided that’s the way I was gonna be, but with the fixed amount of time, there’s only so much documentation that could be done, so where do you see technology actually helping that we have these great HR system, the MR systems right now, they have lots of great macros and lots of technology in them, and they’re actually decent compared to what was available 20 years ago.
How is technology actually go make that process better so that the practitioners can spend more time with the patients, what’s gonna actually change the actual change in those systems coming up? What do you think is gonna be?
Okay, so first, just to something that you said, remind me of a quote by Hank tradeoff, which is do as little as necessary… Not as much as possible, right? Right, yes. So let’s let to do it’s required for our patients, not as much as we possibly can for them, and I think as we think that’s really the focus of what technology does for us, right.
It’s not, Here’s technology and let’s do as much as we possibly can with it, its technology is meant to be utilized so that we can do less, but still having the same or better result.
Right, and that’s definitely true, but what are those things that can be implemented with technology in your mind that could make the result the same, but less work for the provider, what kind of things would that look like?
Yeah, so you already mentioned Macros in for… For those who might not know what a macro is, macros are basically like a button that you click that will pre-populate a sentence, right, and as you develop better macro, that’s less clicking, ultimately less time that you have to do with things like documentation.
There’s also other options out there, like there’s… What is that? Dictation.
Yeah, I, I… You can just speak and talk about it and like a Dragon Naturally Speaking or something like that.
I think to answer your question, what ultimately has to happen is we need to streamline the process and find out what’s ultimately the most important things when it comes to treating our patients, and just in healthcare in general. We’ll always obviously need to know what our patients name is, what conditions were treating, what services were providing them, and the specific quantities of those services, so it… There’s inherent minimal standards and things that need to be there, and I think that as we move forward, what we will see is some of the fluff, so to speak, being shaved off of it, a lot of documentation that I’ve seen looks bad because it… Maybe it’s just bullet points of here’s the highlights, but it’s not necessarily bad because it’s still minimal, it’s just a good or great because it’s not in a narrative format for… Right, right.
It doesn’t meet our personal needs, often a nice story of that patient with that compassion and empathy piece in the syntax is a way that you kind of format… And that’s interesting because one of our companies that we started in partner, Keith, we basically started this company called Syntax, and it actually started with that exact idea was that you could write a note with whatever is in it, if you took the last paragraph and put it first in the second paragraph, and put it third, you’d have a totally different story. And so our whole business is based around how do we tell that story properly, so that people can understand this happened, then this happened, this happened, and to put that into work where I think it’s gonna go… One of the biggest up and coming technology right now is voice, and with Alexa, and she probably gonna start talking to us here, but there’s so many great opportunities to use voice and video that I think you’re gonna see in practice is two major things long-term, one patient intakes are gonna be recorded and encrypted both on the video and the audio side, and ultimately the data is gonna be using that new technology of voice recognition to help make less work for the doctors, but also have better track ability of the patients and the reason I say that is because when you read a note of something another provider did, I don’t care how good the notice or how good of a clinician or you have no idea really what they did, you can see, yeah, we adjusted this or we adjusted that, or We did this rehab exercise. We did this modality, but you don’t really know what happened. All you can do is read it, and at the end of the day, the people who are in the insurance companies who are reading a lot of these notes and determining care and all that, don’t even have the aptitude in the clinical setting for that service, so you don’t have a chiropractor reading chiropractic notes for the most part, an insurance copies. So my problem with that is, if you write down notes and someone’s interpreting who doesn’t really understand what you did, and then is reimbursing based on that, that’s where the problem actually comes in, so I think in technology, I think voice and video are gonna be big up and coming… What do you think about that?
I think it’s a solid idea on a… Yeah, I mean, honestly, beyond the dictation elements, I’ve never really considered a… The different kinds of technologies, much like the Alexis and such, as it could become more common place in healthcare, there has been a little bit of a push for telemedicine, we are to see some of these things remotely and for certain conditions… You almost wanna say like, Well, why not?
Doctors are utilizing video systems, and there are online phone conversations happening for diagnostic and treatment purposes, so… Right, yeah. What is that next set evolution look like? And where is it going?
Absolutely, you want it.
Right, and I think that’s where people are under-leveraging some of the opportunities that exist, we have these great social platforms, Facebook and Instagram and LinkedIn, and if someone looked at that today, they kind of take it for granted ’cause they don’t understand how complex that concept really was right, until you look back and say, Well, in a on the dot com bubble, that was… We were just happy to send an email to somebody who was in a different location right, now we’re taking these systems and having such complex enterprise kind of packages that I think healthcare is gonna be totally different in 10 to 15 years. If we can demonstrate that it helps the provider, the patient and the insurance company, ’cause at the end of the day, it’s always this juggling of those three things, how does it help the patient, does it save the money or save them time? How does it help the provider, and ultimately does it cost the insurance company less to deliver more… Kinda what you’re talking about, right?
So do you think that insurance companies will ever get involved with the educational process of providers long-term, do you think they will start being more integrated with that… Honestly, I don’t think so.
Okay, that’s just… That’s just not what I think their priority is. Yeah, no.
Okay, where do you see the insurance companies moving toward you… Do you see any difference in their models long-term… So I would say one of the current trends that a lot of people tend to bring to the table about insurance company is moving this fee-for-service model and moving more for this bundled services where a person presents with an issue and you get reimbursed appropriately, just based more on that issue, what needs to happen with it rather than for the different fees and fuse… For the different services that you provide.
I got… So, as you know, at a chiropractic office, everything that we do tends to be itemized… Yes, of her in, we get an adjustment and here’s I’m taping, and here’s some exercise, and here’s some passive modalities, like stim, ultrasound laser, Oh, we did this education or there’s this consulting code, because we talked about MRI findings.
The list goes on and on, and then we submit this long chain of numbers to an insurance provider who looks at it and says, Oh, you’re a chiropractor, thanks, but no things restart… We’re gonna deny everything because for whatever reason they have in the background is saying like, We’re just not gonna reimburse it, but then you go, but I did all this stuff because it was necessary as part of their care, and my patient is getting better in three visits and it’s like physician A gets their patient resolved in three visits, where physician B would get that same patient result in 30… Right, when you do a fee-for-service model in your reimbursing practitioners based on the services that they provide and the number of times they provide it, you’re almost incentivizing people to be bad doctors, you know, we also… You ovens me, the more money I make and the more services I have to provide you, the more money I make, you do one down or Boy, wouldn’t it be a novel idea if we could actually give our patients the care that they not only deserved, but certainly, as would be needed.
Yeah, yeah, it was a little… As necessary. Not as much as possible, right?
And if and when you do it in a right way, they actually get better in three visits to the practitioner not be appropriately compensated for being able to get them out of the medical system faster than the one who ended up having them around for six months a Michelson.
So I think right now the landscape is insurance companies are looking for meaningful ways in which to look at that attribute and then reimburse people in an appropriate manner.
So I ate.
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