We’ve all experienced the frustration of a poor patient experience – whether it’s a long hold time on the phone to schedule an appointment, the paperwork nightmare of seeing a new provider, or getting the runaround about which clinic is open and when.
A poor patient experience can make those who need medical care avoid it altogether, sometimes worsening symptoms and escalating the medical issue.
With more than 6,000 physicians and 21,000 health care professionals serving communities in Colorado and western Kansas, Centura Health saw the opportunity to modernize the dated approach to the patient experience at scale.
Creating a plan called “Centura Health 2020,” Centura set out to revolutionize not just how it treats sickness, but how it empowers wellness throughout its entire health system. At the helm of the digital transformation was Kevin Guill, director of digital strategy at Centura Health, who partnered with Chris Greatens and his team at HS2 Solutions to redesign their digital ecosystem, and march toward a delightful patient experience.
From 100 to 1: Streamlining the Digital Ecosystem
Centura Health is a 20-year-old legacy organization with more than 100 hospitals, clinics and other digital properties, which didn’t lend itself well to a shared experience platform. So, it was crucial for the digital team to unite stakeholders around the vision of one site and one experience system under the Centura Health brand.
The team began conversations with stakeholders a year in advance of the new website launch in July 2017, communicating early and often about sunsetting legacy websites and uniting the health system around the Centura Health patient experience.
Building the site on Drupal 8, Centura became an earlier adopter of Content Hub, which served as the glue that pulled all provider details from the back end into Lift, influencing the front-end experience. With one centralized look, feel, voice and information system to streamline their digital ecosystem, Centura was able to set the stage for creating a seamless and personalized patient experience.
Personalizing the Patient Experience
Centura knew that creating a personalized, B2One conversation, rather than a segmented or standardized website experience, would drive tremendous value to patients looking to get the care they need.
Using Acquia Lift, patient experiences were personalized based on location, time of day and specific interests. For instance, Mary’s son gets injured at his soccer tournament. Mary visits Centura.org, and is able to view the hospitals and clinics in the Centura Health network in relation to her current location.
Mary is only shown locations that are open right now, and since it’s a Saturday, it’s helpful that she doesn’t have to waste time calling providers that aren’t open.
Finally, Mary is able to learn more about the right level of care needed for her son’s injury, which is important because there may be cost implications of going to urgent care versus an emergency room.
Personalization empowers users like Mary with the right information at the right time, creating a frictionless experience with Centura Health.