Being stranded on the side of the road with an automobile emergency is one of life’s least popular little interruptions...and there’s very little that can change that perception.   However, a friend told me about his recent experience with a flat tire during rush hour that may have changed my mind, a little.  

He used the roadside assistance service linked to his cell phone plan and called for help.  Within the hour, a patient and skilled auto assistant came to his rescue.   In a short time, he was on his way again.   Several very striking things occurred during the hour or so my friend was stranded.  I related his experience to where health care needs to go. 

Within a few minutes of placing the call for help and getting confirmation that help would be sent, he got a return call updating him on the status of the roadside rescue driver.   A few minutes after that, he received another call inquiring about his ongoing safety.  Shortly after the tire was replaced and the roadside technician had left the scene, he received another call asking if he would take an automated survey on the dispatch center service and roadside technician service, with the option of speaking to a real person following completion of the survey if he wanted to provide additional feedback or had any questions.  

While my friend probably should have noted that his tire was worn and done a better job with car maintenance before starting out on the road, the roadside service did its best to get my friend up and running again, while keeping him informed and providing a conduit for additional communications.   The only thing the service didn’t do was put my friend in touch with the closest car mechanic for a more thorough examination of his car.  Maybe that’s a thought I should a pass along to the cell phone company.

In the not too distant future, I believe health care providers and/or insurance companies will need to develop this kind of intensive connection program with patients under their care.   This translates into communications before the inpatient visit and after discharge.  For non-urgent care, early connection with the patient could ensure that he or she gets more comprehensive treatment during the pending patient visit.   For example, while a patient may request an appointment regarding an arthritic shoulder, a quick over-the-phone health quiz might also uncover the need for an annual cholesterol check or colonoscopy, allowing the provider to make those arrangements during the upcoming visit.   In addition, contact after discharge is a key step to reducing hospital readmissions.

Every consumer is basically like my friend with the car….cruising down life’s highway, and perhaps not taking good care of themselves.  When an emergency occurs, they want to call someone who can help solve the immediate problem, but also help manage the situation.   If a cell phone auto rescue plan can provide that attention for $9.99 per month, shouldn’t hospitals and insurance companies look to model this type of customer service?  What are you doing to be only a phone call away?