The Organizational Transformation Checklist As told through three - PowerPoint PPT Presentation

The Organizational Transformation Checklist As told through three digital solutions

Agenda 1 2 3 Carilion Three Case Transforma7on Background Studies Checklist

Carilion Clinic

Carilion Clinic • Na#onally ranked integrated healthcare delivery system Tax exempt • $1.5 billion in annual revenue • Headquartered in Roanoke, Va. • 12,000 employees • 1,000 employed providers • 7 hospitals + children’s hospital • Urgent care, wellness centers, • telemedicine, pharmacies, home health Virginia Tech Carilion SOM & RI • Jefferson College of Health • Sciences Graduate Medical Educa#on •

National Recognition

Falling Behind Digitally Deteriorating web presence Digital an organizational after-thought MyChart early adopter, but self-service features lacking Ratings & Reviews not published Content becoming disorganized

Carilion’s Point of Departure

Mobile Visitors 50% More than half of all visitors to CarilionClinic.org are coming from mobile devices* *2016 YTD via Google Analytics

Business Goals Improve Engage Patient digital patient patients retention experience everywhere New patient Operational acquisition e ffi ciency

Treating Patients Like Consumers

Control, Choice, & Transparency 77% of patients think that the ability to How much control do the patients have? book, change or cancel appointments online is important 40% of patients can digitally self- How much choice do the patients have? schedule some appointments at the top 100 health systems 80% of respondents listed price How transparent is the patient experience? transparency as a factor in choosing a healthcare provider http://www.modernhealthcare.com/article/20150623/NEWS/150629957 http://www.accenture.com/us-en/Pages/insight-patient-engagement-digital-self-scheduling-infographic.aspx?c=psv_hlthtvref_00021&n=smc_0615

Patients Are Digitally Demanding American consumers have a high bar for their digital solutions

Carilion’s Journey to a Better Digital Patient Experience

Building Blocks of a Digital Roadmap 1 2 3 Be User-Centered Be lean and flexible Be Data Driven Learn what the pa#ent Deliver simple experiences Build and deploy wants and give it to them that align with cri#cal solu#ons quickly and pa#ent pathways adapt based on feedback

Change is hard. Here’s how we started… Find a service line Carilion Cosme#c that’s ready to innovate Surgery Center and focus on it Iden#fy a key Homepage -> Find a Doctor -> digital pa#ent journey Physician Profiles and get started Get a pla_orm to drive Mobile-first organiza#onal change pa#ent experience

The Work

Case Study 1: Carilion Cosmetics Center Leveraging E-Commerce best practices to increase consultation volume

Case Study 1: Carilion Cosmetics Center

Case Study 1: Carilion Cosmetics Center What we changed Results Flat information architecture 70% increase in consultation • • requests through the web Storytelling through editorial • content to drive conversion 130% increase in overall site • engagement Clear calls to action •

Case Study 2: Find A Doctor Continuously improve the most valuable pathway

Case Study 2: Find A Doctor

Case Study 2: Find A Doctor

Case Study 2: Find a Doctor What we changed Results Start with provider pro fi les • 15% increase in page views • Get the patients to where • 16% conversion rate • they want to go (Find A Doc) 30% engagement rate • Clear calls to action • Focus on utility •

Case Study 3: Mobile First 50% • Rapid increase of mobile web usage 50% 41% Most transac#onal and valuable • 33% pa#ent interac#ons 2014 2015 2016 Opportunity to innovate regionally •

Case Study 3: Mobile First How did we get the organization to agree to this? Mapped patient needs to business needs Collaborated on a two-year roadmap CEO CFO CAO CMIO COO

Case Study 3: Mobile First What we hope to accomplish Success measures Establish a platform to build Increase in online • • from for multiple years appointments scheduled Begin to generate ROI in year Increase online downloads • • one and form submissions Simpli fi ed content and fl ow Reduce cost and time to build • • new features

Looking Ahead

Sample Digital Roadmap ESTABLISH ENHANCE DISRUPT ‣ ‣ ‣ Personalized MyChart App New Design Language Advanced Find a Doctor ‣ ‣ ‣ Responsive Design Mobile First Experience BI Dashboard ‣ ‣ ‣ Content Management Epic Integration Population Health Mgmt. ‣ ‣ ‣ Data Migration Open Scheduling Clinical Trials Tool ‣ Ratings & Reviews

Tips for Success ü Assess organizational readiness ü Find some quick wins ü Take an iterative approach ü Don’t call it a “redesign”! ü Find champions – particularly physicians ü Communicate constantly

Thank You