IT and Home Care Needed to Pivot. To Learn What They Did, Take Our Quiz!

March 27, 2023

In the latest episode of “20 Minutes with Dan”, CEO Dan Savitt examined how pivots are key to shaping VNS Health’s future.

Recently, our IT and Home Care teams needed to pivot. Here’s the situation and three possible pivots. Take our quiz to see if you would’ve chose the pivot our IT and Home Care teams took.

The Pivot Situation:

Home Care clinicians use their VNS Health-issued cellphones whenever they call patients about upcoming visits.
This was causing a problem, though, because patients were either not recognizing the clinician’s cell phone number or there was an “Unknown Caller” message displayed.
Thinking it was a wrong number or spam, the patient wouldn’t answer, so the clinician would have to make repeated calls until the patient or family member finally answered.

Note: Two of these answers below are fictional and are not actual solutions that were considered by the IT and Home Care teams—they were invented by Frontline for the purposes of this quiz.

Which Pivot Do You Think Our IT and Home Care Teams Took?

After a careful analysis, the IT and Home Care teams realized that the problem only existed with the first visit. Once the clinician visited the patient, the patient recognized the clinician’s phone number and picked up. So a postcard was created that could be mailed in advance of the first visit, informing the patient to be on the lookout for the clinician’s phone number.

The IT and Home Care teams developed a special screen display that would appear on the person’s phone when the clinician calls from their VNS Health-issued cellphone. The caller ID on the screen display would read “VNS Health” and would include the Contact Center’s phone number.

The IT and Home Care teams developed a cutting-edge software program that automatically redials the patient’s phone number if they don’t immediately answer and, on the theory that the squeaky wheel gets the grease, then keeps dialing until a person finally picks up.

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IT and Home Care Needed to Pivot. To Learn What They Did, Take Our Quiz!

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