Transforming Patient Experience with a Mobile Wayfinding Platform

Transcription

1 Transforming Patient Experience with a Mobile Wayfinding Platform Session 76, March 6, 2018 Katie Logan Vice President, Experience Piedmont Healthcare 1

2 Conflict of Interest Katie Logan Has no real or apparent conflicts of interest to report. 2

3 Agenda A little about Piedmont Healthcare Our journey to a differentiated experience Innovations in patient centered care through mobile Employee engagement and implementation Outcomes and next steps 3

4 Learning Objectives Identify key objectives of a mobile platform to promote patient experience Identify clinical improvement opportunities such as access to care, decreasing missed appointments and staff interruptions that can be addressed with a mobile wayfinding solution Recognize wayfinding as a significant motivation to adopting a hospital s mobile platform Demonstrate the value of one hospital-branded, mobile platform with feature-rich content and multiple patient engagement opportunities Assess ROI and sustained engagement of a mobile app based on real time analytics 4

5 Piedmont Healthcare Overview Piedmont Healthcare is a 8-hospital system that has been serving the Atlanta community since hospitals today (will be 11 hospitals as of April 2018) Piedmont Atlanta 529 Beds Piedmont Fayette 189 beds Piedmont Mountainside 52 beds 1,700+ total beds 3,200+ Medical Staff 20,000+ Employees 2,000+ Providers in Clinically Integrated Network Piedmont Newnan 136 beds Piedmont Henry 215 Beds Piedmont Newton 97 beds 800 employed 507 Primary Care and Specialty Practices 49 Retail and Urgent Care Locations 2M unique patients annually 5 Piedmont Athens Regional 360 beds Piedmont Rockdale 138 beds

6 Highly Competitive Acute Care Market Ongoing market consolidation and competitive landscape drives need to deliver on exceptional consumer experience and differentiated service offerings Hospitals in GA 40+ Hospitals in Atlanta Area Widespread merger and acquisition activity Growth in outpatient and retail settings Increase in healthcare consumerism 6

7 PURPOSE: WHY DO WE EXIST? To make a positive difference in every life we touch VISION: WHERE ARE WE GOING? We are transforming healthcare, creating a destination known for the best clinicians and a one-of-a-kind experience that always puts patients first. High-quality, patient centered care: The Piedmont Way Market leader in outcomes and top of mind market share for quality and safety Transformational, next generation access and a unified hassle-free experience

8 Consumerism Drivers of Healthcare Our work the last three years has focused on the following consumer expectations of their healthcare providers. ACCESS Locations Scheduling Urgent care Retail clinics Virtual visits CHOICE Patient ratings Quality Pricing Billing Ranking Online communities EXPERIENCE Service design Personalization Feedback/resolution Retail look/feel Wayfinding for campuses Concierge/navigation 8

9 The Piedmont Way A differentiating Piedmont Way experience will serve to achieve 3 key objectives: 1. Establish Piedmont as a leader in delivering on consumer needs in Atlanta, and nationally in a differentiating way 2. Create an experience-based red thread that ties the system together across points of care and enhances the Piedmont Clinic value proposition in a sustainable manner 3. Improve patient satisfaction scores and conversion rates between points of care within the Piedmont Healthcare system 9

10 The Consumer and Patient Journey 10

11 Piedmont Way Principles and Programs These 12 carefully considered initiatives guide the delivery of the Piedmont Way. 11

12 The Piedmont Now App Through the development of the Piedmont Way, we listened to both patients and employees in various settings to understand areas of opportunity. A mobile solution would: Eliminate the hassle of navigating the system and locations Improve access to the health system services Give a tangible demonstration of our commitment to our purpose Provide a tool that enables employees to better deliver our vision of service by helping patients more effectively Engages staff and assists in maintaining the Piedmont Way throughout acquisitions and growth 12

13 Choosing a Partner Requirements: Partner in ongoing mobile strategy development Provide navigation from home to indoor destination Ensure consistency across system Reduce complexity of campuses Easy to add on/update with rapid growth and expansion Flexible design as consumer needs evolve Ability to integrate with other technology solutions 13

14 Innovations in Patient-centered Care Putting access to Piedmont s services in the palm of patients hands. 14

15 Innovations in Patient-centered Care Patient Wayfinding from Home to Facility to Destination From Home To Parking Deck On To Appointment 15

16 Innovations in Patient-Centered Care Easy Access to Physicians and Appointments Search by name, practice, specialty, location, etc. Save favorite physicians for easy access Detailed bios with photos and video content Office hours View physician reviews Direct Booking or Click to Call Save my spot for Urgent Care and Retail 16

17 Engagement Through Implementation Staggered Wayfinding Development for Dedicated Entity Attention 17

18 Engagement Through Implementation Hospital Wayfinding Implementation Key Success Factors: 01 Executive Buy In 04 Testing, Testing, Testing 02 Subject Matter Experts 05 Communication 03 Local Ownership 06 Feedback 18

19 Engagement Through Implementation Key Components: Engagement Excitement Ownership 19

20 Engagement Through Implementation Generating Excitement through Internal Communications The Robot is Coming! All Employee communications and fun! 20

21 Engagement at Launch Marketing Began with Employees Leveraging Internal Communications Pre-Launch s to specific employee groups Conference call with Piedmont Connectors Newsletters to all employees to generate buzz Post- Launch All employee discussing connection to vision Contest launch Newsletter reminders and updates 21

22 Engagement at Launch Dedicated Intranet Page Text PIEDMONT to to download the Piedmont Now App Links to site in /newsletter communications Intranet home page banner linking to site General information and promo video Attachments for download: Toolkit & Flyers Contest Information: How to download with entity text keywords Scavenger hunt clues that promote app usage Bi-weekly entity standings Individual winners Forum for employee feedback 22

23 Engagement at Launch Employee Feedback: Multiple Channels Prompting Discussion In App Feedback Tool IS Ticketing System Intranet Posting Regular Touchpoints with Entity Champions Wow! Quick and Easy. Find it takes you straight to the navigation. I even entered as generic a term I could think of Imaging and it listed every Piedmont Imaging Center with a quick tap to directions with active mapping. Great job Piedmont! 23

24 Engagement at Launch Entity Signage and Text Back Campaign 24

25

26 App Engagement Results Internal ~3,000 installations in first month 907 keyword texts counted for contest Public Marketing Beginning to track clicks through to App download via Custom URLS in addition keyword texts Clicks Through to Download Page by Campaign July 7 August 16 Campaign Clicks Internal Atlanta 398 Henry 128 Fayette 95 Piedmont 78 Newnan 75 Newton 73 Physician Enterprise 69 Piedmont Clinic 38 Mountainside 22 Subtotal 976 Public Facebook 5, Twitter 38 Appointment Reminders 20 LinkedIn 20 Subtotal 6,062 Unknown/Other 35 Grand Total 7,073 26

27 App Engagement Results

28 Lessons Learned Translating Improved Patient Experience and Staff Engagement into Best Practice: Innovation linked to strategy, not a solution Pain points as the starting point Solving for staff and patient concurrently Wayfinding as part of a mobile strategy Involve staff every step of the way Demonstrate ROI through: patient satisfaction scores improved patient retention increased appointments scheduled fewer late patients/no shows employee engagement scores 28

29 Questions Contact Information: Katie Logan Vice President, Experience Piedmont Healthcare Thank you! 29