HEALTH DESK

Keona’s Health Desk Software helps healthcare providers quickly and efficiently handle patient inquiries about clinical situations.

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How it works: Health Desk optimizes telephone triage. It allows anyone to interview and schedule. Everything is reviewed by a clinical professional and documented in the EHR. Patient response improves. Today, the typical nurse spends 500 hours each year per physician handling triage calls. That’s time not reimbursed. Instead, your nurses should be moving the practice forward with filling orders, care coordination, gathering health histories, giving medications, getting reimbursed for chronic care management, and all the needed activities that only clinically trained staff can do. We offload telephone work by taking telephone triage protocols, and making them patient-facing, 6th grade reading level, and branching. This creates intake questions that can be used by anyone. Our CDS recommends the appropriate scheduling disposition. Then we also put these on your website. When your patient goes online and asks a question, they are presented with short, easy follow-up questions.
  Anyone, front desk staff or call center agents, can be easily trained. When your patients call, the front-desk staff or call center agents are guided to ask the patient the same intake questions. They will typically schedule the patient according to the CDS recommendation. This provides single contact resolution for most patients. No matter how patients contact you (by phone, web, or mobile), by the time the nurse touches the record, patients have been presented with a full triage interview. Our CDS prioritizes the encounters for urgency, and flags pertinent indicators for the nurse. The nurse can quickly review, correct, and respond to patient encounters, often with a single click. The result is that patients get faster care and nurses spend less time – typically hundreds of hours of less time per year. We currently utilize 177 licensed gold-standard protocol questions from Schmitt-Thompson and the University of North Carolina across 4 specialties: Family Medicine, Pediatrics, Internal Medicine, and OB/GYN.
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HOW HEALTH DESK WORKS:
  • Step 1
    Step 1: Patients Need Health Advice

    You or a loved one has a health problem:

    • You’re feeling under the weather
    • You’re for health advice
    • Trying to decide next steps
    • Want personalized care
  • Step 2
    Step 2: Online Triage or Call Provider

    2A. Online Triage: Pull up your physician’s website and ask your questions via-

    • Smartphone
    • Tablet
    • Computer

    As a patient, you can perform your own triage interview. 2B. Pick up the phone to call your physician. The front-desk staff will be able to discuss your issue and collect the right information for the doctor.

    • Wants to speak with personal provider
    • Patient feels like a priority
    • Patient can easily to get in contact with provider
    • Reduce or eliminate waiting on hold
    • Patient can self triage
    • Get a response from personal nurse who patient is familiar with
  • Step 3 Step 3a Step 3b
    Step 3: The interview

    No matter how the interview is initiated, our licenses gold-standard protocols insure all the correct information is recorded. This will guarantee that no information is missed and provide the best care for the patient.

    • 6th grade reading level
    • Outcome responsive to symptom reports and denies
    • Can be completed by clinical and non-clinical staff
    • Improves documentation and standard of care
  • Step cg
  • Step 4
    Step 4: Receive
    Triage Recommendation

    Each encounter, whether conducted by the online portal or over the phone, is given an urgency. The representative taking the call then has the ability to take action before nurse review. This may be scheduling a visit, or sending the patient educational material. The encounter is then forwarded to the nurse for review.

    • Conservative outcomes
    • ranked from emergent, urgent, routine, and not for triage
    • immediate course of action, no waiting to hear back from nurse
    • reduce amount of outbound calls
    • giving patient advice first time they call, first encounter
  • Step 5
    Step 5: Review Patient Information

    Each encounter, whether conducted by the online portal or over the phone, is given an urgency. The representative taking the call then has the ability to take action before nurse review. This may be scheduling a visit, or sending the patient educational material. The encounter is then forwarded to the nurse for review.

    • Conservative outcomes
    • ranked from emergent, urgent, routine, and not for triage
    • immediate course of action, no waiting to hear back from nurse
    • reduce amount of outbound calls
    • giving patient advice first time they call, first encounter
  • Step 6
    Step 6: Contacting The Patient

    Encounters are resolved within 15 minutes from when the encounter was opened. The patient is able to receive a secure message within minutes of completing interview. The message includes patient education and appointment information. This system makes it easy to keep patients informed without the hassle of phone tag.

    • Direct secure messaging
    • no more phone tag
    • Providers reduce outbound calls
    • Patients receive educational information
  • Access from Anywhere

    Access from Anywhere

  • Patient Satisfaction

    Patient Satisfaction

  • Secure Messaging

    Secure Messaging

  • Reduce Time

    Reduce Time

  • EMR Integration

    EMR Integration

  • Improve Appropriate Care

    Improve Appropriate Care

emr integration partners

  • partners11
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  • partners3
  • partners4

For the Patients

Benefits_Images-01

  • Get advice from your doctor without going anywhere or waiting on the phone
  • Ask a medical question anywhere over any device
  • Answer a few follow-up questions within a couple minutes
  • Minimize your worry without waiting on hold, for free!
  • You’re doctor or nurse will quickly get back to you with personalized instructions for your needs
  • Get back to your own activities with confidence

For the Nurses

Benefits_Images-03 Is the ringing telephone driving you crazy? Are you staying after hours to wrap up calls? You can get control of the telephone! With Health Desk you will be prepared, save time, and practice at your level of training:

  1. Patients and non-clinical staff can conduct the interview… and take the patient’s life story
  2. You can have all the patient responses at your fingertips – before you touch the record
  3. Stop worrying that you’ll miss the crucial question. Gold-standard protocols & CDS guide your assessment and recommendation on the fly
  4. Enjoy less charting time: document and wrap-up the encounter in 2 clicks, not a few minutes!
  5. Reassure your patients with the speed and care they deserve

Get back to being a nurse!  

For the Admin

Benefits_Images-04 2,500 triage calls per physician per year makes practice workflow choppy. Smooth it out by streamlining your telephone triage workflow.

  • Grow patient satisfaction by minimizing patient waiting. With an optimized process patients will quickly talk to a person when they call.
  • Stop fighting the waves to get your EMR to do what it never was built to do.
  • Enhance your workflow with minimal disruption. Health Desk is configured specifically to your processes, not the other way around.
  • Get workflow hurdles out of the way so your nurses can do what they do best – reassure and advise patients
  • Rest easy with gold-standard protocols and clinical decision support baked into the process.

C-Suite

Benefits_Images-02 Streamline operations and keep your budget afloat with Health Desk:

  • 2,500 triage calls per year per physician at 12 minutes per call means your staff spends 500 hrs per physician on the phone
  • In the time saved by Health Desk, nurses can draw blood, prep labs, and make chronic care calls, generating additional revenue of $85,000 – $175,000 per FTE saved
  • Or perhaps you avoid hiring a new nurse to handle your growing phone burden
  • Either way you get ROI of 200 – 400%

Reduce telephone liability exposure for the 30% of care conducted over the telephone. Minimal effort and overhead by IT. Keona Health does the heavy lifting. Prepare for value based care by extending telephone triage

Call Center

Benefits_Images-05 Slash unit costs by removing the interview burden from nurses Improve patient satisfaction by reducing waiting Patients or non-clinical staff can conduct each triage interview Patients can self-interview online, over any device Patients communicate their concern immediately, without waiting for nurse availability Make integrated EMR & PM scheduling easy

Testimonials

Our Testimonials

  • John Thorp

    We are seeing evidence that [Keona’s] approach improves response time, reduces cost, and increases patient and staff satisfaction. Their service has the potential of becoming the standard of care for phone triage in ambulatory care around the world.

    John Thorp, Division Director, Women's Primary Healthcare and Vice Chair for Research, UNC-Chapel Hill
  • Julie

    Two more nurses telling us how wonderful Keona is only after 8 hours of use!!!”

    Julie Bray, Operations Director, Virginia Women's Center
Our Strong Points
  • 50% less time
    50% Less Time
  • Customized
    Customized to your Workflow
  • Improve Nurse
    Improve Nurse & Patient Satisfaction

About Us

Keona Health Mission

Keona Health Mission

We believe relationships matter. Keona Health is committed to give patients trusted advice from their personal medical advisor, anytime, anywhere. While other technology seeks to commoditize healthcare, our philosophy sets us apart. We bring automation to enhance the relationship while keeping care personalized.