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Consumerism is Changing How Patients Find Providers, According to New Patient Access Research

New Survey from Kyruus Shows Majority of Consumers Research Providers Online But Ultimately Schedule by Phone – Underlining the Importance of a Multi-Channel Access Strategy

Boston, MA – November 7, 2017 – Kyruus today announced key findings from a recent survey of 1,000 consumers on how they search for, select, and schedule appointments with healthcare providers. The findings, published in the 2017 Patient Access Journey Report, indicate that the majority of consumers consult the internet in the search for a new provider, yet most still prefer to schedule appointments by phone. In addition, consumers take a wide variety of factors into account when considering potential providers. The results demonstrate that while health systems must enhance their digital presence to provide consumers with the information they seek online, they must do this as part of an integrated, multi-channel patient access strategy.

The findings show that today’s empowered consumers are taking an active role in their healthcare decisions and performing due diligence on providers. In fact, the data reveals that even when consumers receive a referral for a specialist, 90 percent always or sometimes still conduct research on providers before scheduling with them. Despite the fact that consumers value hospital/health system affiliation (three out of four said it was extremely or very important), only a small minority start their provider research on hospital/health system websites—the largest share start with a general internet search. This underscores the need for health systems to invest in their websites and digital strategies to attract and engage new patients online, as well as retain existing ones.

Additional notable findings from this survey include:

  • Consumers consider ‘insurance accepted’ the most important factor when selecting a provider, with three out of four rating it as extremely important. Relevant clinical expertise was the second key factor (53 percent).
  • Four out of five consumers cite appointment availability as a key factor when selecting a provider and over 60 percent have searched for an alternative provider to obtain an earlier appointment.
  • Over 40 percent of consumers say they trust online reviews ‘completely’ or ‘very much.’
  • Overall, 62 percent of consumers prefer to book appointments by phone, citing speed of booking and personalized service as the top two reasons.
  • Convenience is key for millennials. 79 percent have continued their provider searches to look for an earlier appointment and two out of five prefer to book online, indicating that pressure on health systems to enable and enhance online scheduling will only rise.

“Today’s healthcare consumers have come to expect the same informative and action-oriented online experiences in healthcare that they find in other industries,” said Graham Gardner, CEO of Kyruus. “Capturing their attention requires health systems to take a close look at their ‘digital front doors’ – both how consumers find their websites and what they experience once there – and ensure that their online provider information is both robust and consistent with their offline points of access.”

Kyruus conducted the survey of 1,000 consumers, who spanned four key age groups ages 18 to 65 plus, in partnership with Wakefield Research in July 2017. All respondents searched for a healthcare provider for themselves in the last two years.

To learn more about the survey findings, visit www.kyruus.com/patient-access-journey-report

About Kyruus

Kyruus delivers proven provider search and scheduling solutions that help hospitals and health systems match patients with the providers best suited to care for them. The ProviderMatch suite of solutions—for consumers, access centers, and referral networks—enables a consistent patient experience across multiple points of access, while aligning provider supply with patient demand. The company’s proprietary provider data management platform forms the foundation of its solutions, powering them with accurate data by coupling data processing with administrative applications. To find out why a Better Match Means Better Care, please visit www.kyruus.com.

November 7, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

Kyruus Raises $25 million to Accelerate Market Adoption of Its Patient Access Platform for Hospital Systems

SaaS-Based Referral Coordination Platform Addresses Unmet Patient Access Needs

Kyruus, a leading enterprise software company that helps hospitals optimize patient access and referral management, has raised $25 million in funding to further build its commercial team and support the rapid adoption of its ProviderMatch technology. The new funding round was led by New Leaf Venture Partners, with participation from Providence Health & Services, Leerink Capital Partners, and McKesson Ventures. They were joined by return investors Venrock, Highland Capital Partners, Lux Capital, and Fidelity Biosciences.

“In the past few years, we have watched patient access and provider matching rapidly become a ‘Top Three’ issue for health executives,” explains Sam Brasch, Venture Partner at New Leaf and the newest addition to the Kyruus Board. “Kyruus’ approach, which effectively focuses across both internal and consumer facing access points, has been used by some of the nation’s leading health systems to increase capacity utilization, reduce network leakage, and ultimately drive improved clinical outcomes by matching patients with the providers that best meet their individual needs.”

“Patient access has to be a top priority for any health system looking to engage consumers in their care,” noted Dr. Rod Hochman, president and CEO of Providence Health & Services – one of Kyruus’ leading enterprise customers. “Kyruus has been an excellent partner over the past year working with us to help patients find the right physician for their needs from our team of nearly 16,000 employed and affiliated physicians. Providence Venture’s investment in Kyruus fits our model of validating, piloting, collaborating, and investing with great technology partners to solve big problems in health care.”

In recent months, Kyruus has seen accelerated adoption and expansion of its solution at several leading health systems, including Keck Medicine of the University of Southern California (USC), Mercy Health in Ohio, Community Health Network in Indiana, and Swedish Medical Center in Seattle. Deployed throughout call centers, referring physician offices, and hospital websites, the company’s software now helps manage scheduling and referral management for more than 20,000 providers. Many of these health systems have seen productivity increases of 5-10% of their entire provider base while simultaneously ensuring that their patients get to the right provider the first time. Kyruus will use the financing to expand the size of its client development and implementation teams that work closely with these organizations to ensure that their patient access goals are met. Kyruus will also invest in expanding the surface area of its product platform, including its patient-facing search and online scheduling, network analytics, and patient CRM capabilities.

“By taking the ambiguity and hassle out of making the right referral and scheduling the right appointment, Kyruus’ platform helps ensure that patients get the right care at the right time and that health systems are utilizing resources efficiently,” says Tom Rodgers, SVP and Managing Director, McKesson Ventures. “Kyruus taps into a health system’s rich composite of data – including patient preferences, provider specialties, outcomes and availability – and optimizes its referral streams and scheduling activities, letting providers focus on delivering patient care.”

“Our vision is to help human beings better care for other human beings,” said Dr. Graham Gardner, CEO and Co-Founder of Kyruus. “Too often today, patients fail to get matched to the right provider for their healthcare needs. By taking a data-driven approach to understanding each provider’s unique set of skills, we can help make sure that patients are referred to the provider best qualified to care for their condition. When this match is made, patients, providers, and the health network all win.”


About Kyruus

Kyruus is a leading provider of enterprise software solutions that enable hospitals, health systems, and physician organizations to optimize the patient experience across all channels of patient access. Leveraging a proprietary Big Data approach, our technologies integrate and enrich information about provider expertise, demographics, and scheduling logic for real-time referrals and supply-demand matching throughout the health system. ProviderMatch ensures that patients are matched with the right providers, at the right time, in a manner that maximizes provider efficiency and care coordination. To find out why a Better Match Means Better Care, please visit http://www.kyruus.com.

About NLV Partners

New Leaf Venture Partners is a leader in healthcare technology venture investing.  Our investment professionals bring a unique blend of technical, clinical, and operational experience to our investments, working closely with our entrepreneurs and management teams to help build successful companies.  We invest in both public and private biopharmaceutical companies as well as healthcare-related information technology companies.

New Leaf currently manages over $1 billion in assets.  This includes NLV’s funds, New Leaf Ventures I, L.P., New Leaf Ventures II, L.P., New Leaf Ventures III, L.P. and New Leaf Growth Fund I, L.P.  New Leaf was formed in 2005 as the healthcare spinoff from the Sprout Group, one of the oldest U.S. venture capital funds.  For more information please visit http://www.nlvpartners.com.

About Providence Health and Services

Providence Health & Services is a not-for-profit Catholic health care ministry committed to providing for the needs of the communities it serves – especially for those who are poor and vulnerable. Providence’s services include 34 hospitals, 475 physician clinics, senior services, supportive housing and many other health and educational services. The health system and its affiliates employ more than 76,000 people across five states – Alaska, California, Montana, Oregon and Washington – with its system office located in Renton, Wash. In 2014, Providence provided more than $848 million in community benefit to help create healthier communities. Providence Health & Services continues a tradition of caring that the Sisters of Providence began nearly 160 years ago.

About Leerink Capital Partners

Leerink Capital Partners (“LCP”) was formed in 2013 to build and lead a multi-strategy, healthcare-focused principal investment business with a dedicated team experienced in originating, structuring and managing healthcare investments. LCP leverages the healthcare expertise, proprietary analytics and insights, and deep industry relationships of its affiliate, Leerink Partners, a leading investment bank specializing in healthcare. For more information, please visit http://www.leerink.com/capital-partners.

About McKesson Ventures

McKesson Ventures is the venture capital arm of McKesson Corporation specializing in early and growth stage companies. McKesson Ventures targets companies that both catalyze and benefit from the key changes taking place in the U.S. health care landscape. McKesson Corporation, currently ranked 11th on the FORTUNE 500, is a health care services and information technology company dedicated to making the business of health care run better. We work with payers, hospitals, physician offices, pharmacies, pharmaceutical companies, and others across the spectrum of care to build healthier organizations that help deliver better care to patients in every setting. Visithttp://www.mckessonventures.com to learn more.

September 17, 2015 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

Community Health Network Partners with Kyruus to Improve Patient Access

Integrated health system chooses the leader in patient access solutions to provide best-in-class patient experience

Boston, MA, March 18, 2015 – Kyruus, a leading provider of Patient Access and Referral Management Solutions, announced today that Community Health Network  has selected its ProviderMatch suite of products to help optimize the experience of patients cared for at the Indiana-based health system. The $1.5 billion provider network is a recognized leader in integrated health services and provides care in more than 200 sites across Indianapolis. Community will utilize Kyruus to streamline its provider data and enable real-time, data-driven matching of patients to the right providers within its network.

“A core aspect of our vision at Community  is to provide an exceptional experience to every patient that seeks care here,” said Julie O’Toole, vice president of patient experience at Community Health Network. “Kyruus’s ability to simultaneously enrich and simplify the way we connect patients with our providers enhances our ability to deliver on this promise.”

The ProviderMatch deployment will allow Community’s  referral specialists and care managers to access a “single source of truth” for its providers, enabling quick and accurate matching of patients to network providers based on their specific clinical and operational needs. Community  will also leverage the same data and search technology to power its online physician finder tool at ecommunity.com.

“Optimizing patient experience begins at the first point of contact. We have a responsibility to make sure that patients get referred to the right provider the first time so that care is delivered efficiently and at the highest quality standards,” said Dr. Graham Gardner, co-founder and CEO of Kyruus. “We are proud to partner with organizations like Community Health Network that share this vision and look forward to helping serve their patients.”

About Community Health Network

Ranked among the nation’s most integrated healthcare systems, Community Health Network is Central Indiana’s leader in providing convenient access to exceptional healthcare services, where and when patients need them—in hospitals, health pavilions and doctor’s offices, as well as workplaces, schools and homes.  As a non-profit health system with over 200 sites of care and affiliates throughout Central Indiana, Community’s full continuum of care integrates hundreds of physicians, specialty and acute care hospitals, surgery centers, home care services, MedChecks, behavioral health and employer health services.  To learn more, visit eCommunity.com or call 800-777-7775.

About Kyruus

Kyruus is a leading provider of enterprise software solutions that enable hospitals and health systems to optimize the patient experience across all channels of patient access. Leveraging a proprietary Big Data approach, our technologies integrate and enrich information about provider expertise, demographics, and scheduling logic for real-time referrals and supply-demand matching throughout the health system. ProviderMatch ensures that patients are matched with the right providers, at the right time, in a manner that maximizes provider efficiency and care coordination. To find out why a Better Match Means Better Care, please visithttp://www.kyruus.com.

March 18, 2015 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.