eHealth Roadmap for a Large Integrated Health Delivery Network
Do you know where your hospital stands in its ability to provide quality patient experience? This information is vital as more and more hospitals are being judged on the quality of the patient experience—with the evaluation starting before the patient even walks through the hospital door and continuing throughout the patient’s lifetime.
As consumers become accustomed to interactions like Amazon.com or iGoogle, they are expecting more online access from their health providers. Studies show that patients tend to prefer visitng hospitals with more accessibility and where doctors comply with the patient’s wishes, even if it means the clinical outcomes aren’t as strong as at other hospitals.
The Revere Group offers an eHealth Roadmap that helps our Integrated Delivery Network (IDN) or Hospital clients to assess the best short-, medium-, and long-term actions to build deeper interactions and improve the patient experience.
Business Situation
- The client is a large Integrated Health Delivery System with over 1 million people in its target population. It competes with numerous world-class hospitals and has multiple partnerships with high-profile institutions.
- The client is among the Most Wired and Wireless Hospitals.
- Being known for its achievements in IT, the client’s IT and Marketing departments were not satisfied with the caliber of its multiple, disjointed websites.
- The Revere Group was retained to develop an “eHealth Roadmap” to help the client embark on a journey to develop an interactive, advanced and engaging web presence that would meet the level of advancement it had achieved within the hospital. This included:
- Evaluating the client’s web capabilities as it compared to its nearest competitors and other organizations across the country
- Assessing the current state of the healthcare organization
- Developing a future state vision, strategy and plan with participation from the main stakeholders across the organization, to help the client meet its goals
Key Issues
- Multiple stakeholders across the organization were working on their own individual sites and capabilities without knowing what their counterparts were doing. As a result, many efforts were duplicated, with none meeting their full potential.
- Marketing and IT were “fighting fires” without working towards a long-term strategy.
- The caliber of the organization was not being reflected externally through the website.
- Large marketing campaigns were launched that directed consumers to a website that had no information about the specific campaigns.
Outcomes
- The Revere Group facilitated group visioning sessions which helped disparate departments come together and work toward a set of common goals.
- Large cost savings opportunities were identified within the organization which would essentially pay for the proposed eHealth Roadmap.
- The initiative sparked interest at the executive level and has begun empowering executives to consider the eHealth implications of their decisions.
- The organization has begun to implement projects on the roadmap, some of which bring quick wins from an ROI perspective. The organization has also begun to implement projects that offer more strategic value to position the organization for future growth. For example:
- Development of a Content Management System that enables easy updates of web content to match the velocity of changing clinical offerings. The end result is a site that now aligns with content from other parts of the organization for a cohesive go-to-market message.