Affected person demand for a digitized healthcare expertise exploded throughout the Covid-19 pandemic.
Not solely did telehealth visits spike dramatically amid rising coronavirus circumstances, however healthcare shoppers additionally showed a preference for suppliers providing on-line scheduling. Additional, about 65% of individuals plan to proceed to make use of telehealth after the pandemic ends, in accordance with a survey conducted early this yr by The Harris Ballot.
This enhance in know-how use is driving well being methods to retool and enhance their patient-facing options to make sure a streamlined digital expertise.
Alexandra Morehouse, chief advertising officer at Phoenix-based Banner Health, discovered that fixed communication was key when working to streamline sufferers’ digital expertise. Although the streamlining course of was not with out its challenges, it did make the well being system extra agile, she stated.
By way of e mail, Morehouse supplied particulars on how the 29-hospital system employed know-how to enhance the affected person’s care journey.
Word: Responses have been frivolously edited for size and readability.
Query: Why did the pandemic immediate Banner Well being to additional streamline the affected person journey?
Alexandra Morehouse: Banner accelerated the ‘touchless’ buyer expertise with a purpose to maintain our sufferers protected. We applied 100% availability for digital visits with all our physicians, a digital ready room so sufferers can wait of their automobile earlier than coming right into a clinic, in addition to a web based symptom checker with a devoted module for Covid signs. We additionally applied on-line appointment scheduling for Covid assessments, doctor visits, vaccines and flu pictures.
Query: What have been some new alternatives to reinforce the affected person expertise that took place on account of the pandemic?
Alexandra Morehouse: As soon as the pandemic started, we instantly started doing intensive surveys every week with a purpose to sustain with our sufferers’ wants and considerations. Each week, we analyze real-time suggestions and make each operational and communications modifications primarily based on what the general public tells us they want and wish. Due to the urgency of the pandemic, Banner grew to become a lot sooner and extra agile at making modifications to the shopper expertise.
Query: What sorts of know-how has Banner Well being applied over the previous yr to streamline affected person expertise?
Alexandra Morehouse: We have now applied pure language [processing] software program in our contact facilities as a result of we deal with over 50,000 calls every day and want to have the ability to detect traits and issues on a day-to-day foundation. A cloud-based name platform additionally allowed us to rapidly transfer all our representatives to work at home.
We additionally applied a buyer relationship administration platform in order that we may cascade up to date messages to workers every day. This CRM software permits us to ship extremely customized messages to hundreds of thousands of consumers, with well timed updates from their particular person physicians. This permits Banner to handle 20 million inbound and outbound contacts annually.
Lastly, we upgraded our net platform to deal with dramatically elevated volumes — at present Banner is the tenth most-visited web site out of 10,000 well being system websites nationwide.
Query: What have been a number of the challenges of streamlining affected person expertise and implementing new know-how amid the pandemic?
Alexandra Morehouse: One of many main challenges was making modifications similtaneously we have been seeing dramatically elevated site visitors in all of our buyer channels. Name quantity was up 60%, net site visitors up 40%, site visitors on social platforms was up over 400%. Making know-how modifications within the face of this was fairly tough.
Query: What are Banner Well being’s plans to enhance affected person expertise within the yr forward and the way will know-how play a job in these plans?
Alexandra Morehouse: The Banner board of administrators has authorised a big funding within the subsequent tranche of know-how instruments to take the shopper expertise to the subsequent stage. Digital therapeutics, pre-fill and automation of go to kinds, doctor referral instruments and extra would be the subsequent step within the buyer expertise.
Picture: sesame, Getty Photographs, Banner Well being