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.