SSM Health is a health system located in St. Louis, Missouri, with 23 hospitals and more than 650 offices for offices that serve Illinois, Missouri and Oklahoma Weskonsen.
Challenge
For SSM health, continuous improvement is a high priority. When I looked at the online scheduling – the standards you lead – the employees were determined to do better. This would help societies and patients serve the health system in finding the care they are looking for faster and easier. Moreover, giving patients always some time is a priority in health care.
SSM Health has realized the need to create the institution level The experience of schedule the website on the Internet “We have given priority to keep pace with the advanced consumer expectations of the ease and speed of reservation,” said Jeff Wester, director of the SSM Health digital patient strategy.
“Although there is a strong presence, our patient’s experience needed to improve to meet the needs of consumer, especially mobile phone users who represent about two thirds of our traffic,” continued. “We wanted to improve the patient’s digital participation of our patients, which facilitates the finding of the care, and the care that consumers search for on Google. There is no way to overcome them – patients start their care trip with research, and Google gives priorities for fast sites.”
He added that about half of the users are abandoning web sites that take longer than three seconds. As such, the slow experience does not only create friction, but the healthcare organization pays out of reach of people looking for care.
“Online schedule has provided another obstacle,” Wester said. “Patients do not always know the type of visit they need – whether it is urgent or virtual or primary care – which leads to limited search results or abandoned reservation attempts. We needed a more intelligent and more dynamic approach – they met the consumer expectations while improving how patients carefully match.”
an offer
SSM Health has started working with the Dexcare seller to create a digital strategy for the patient’s participation. The primary goal was to bring best practices for health care e -commerce.
“Although we still believe it is important to educate our patients, we realize that they often have a clear goal – the care schedule – when they come to our site, so it was necessary to make the care for a quick and easy process, while returning it to our patients,” explained Wester.
“We have created a clear invitation to procedures for preliminary care, pediatrics, ob-Gyn, urgent care sites and virtual care services.” “This corresponds to consumers’ expectations that the experience is fast and effective, especially on the mobile phone. It also guarantees that when patients search for online care, it will be easy to find SSM health, and it will be easy to access our exceptional care.”
The health system also wanted to provide options and care options to consumers – access to nearby urgent care sites, and to express members of the virtual care and care team. by Simplify scheduling and guidance for available care optionsThe technology reduces friction and unnecessary steps for patients.
“This is well suitable for the SSM health growth goal of increasing the life of primary care and aligning the open scheduling strategy with new patients looking for online care,” Wester said.
He added: “Our search jobs on our main site also require improvement.” “Traditionally searching for health care tools have relied on accurate solid matching, but patients do not always search for a doctor’s name or specialization – prescribe symptoms, cases or care needs. SSM Health’s goal was to make the experience easier to make sure that patients are searching on our website, and they will find relevant, available and appropriate options.”
Facing the challenge
SSM Health has carried out technology to create a smooth and intuitive experience – from initial search to reservation. Whether patients start on Google or on a health system, technology provides actual time, a full set of care options and the most relevant-automatic service providers by site, availability and suitability.
The statute has been combined with two systems of the main source. The first is the main data management system in SSM Health, which is connected to many systems within SSM Health. The second is EHRTo ensure a careful view of the sites and service providers and compatible with all other scheduling methods.
results
The main goal of the health system in the new technology was to get the new patient through its website.
“SSM Health has seen a 19 % increase with this scale, as more than 77 % of the appointments have been booked as a” new patient “since I became Dexcare directly. “We have strengthened the organic traffic from Google, which means that more patients found SSM Health, participated in our content, and they moved to the scheduling.”
The scales that led to this increase include:
- 85 % improved in the Mobile Clicking rate last year (81 % improved in the clicking rate to the desktop road). With increased speed, the visibility also increased, especially in the mobile phone.
- Quadrupling, the online reservation rate.
- In 6-10 % of these connections, alternative or similar care options are chosen and reserved with the same success rate as mentioned above. By doing this, SSM Health keeps patients with caution that they may not think at first but it is what they have chosen in the end.
Advice for others
“The way the patients are looking for developing,” note Wester. “They expect speed, comfort and choice. A slow or frustrating digital experience leads them to another place. But when access is smooth, confidence increases, increased participation and more patients to follow up on reservations.
“Cooperation with many stakeholders is the key to success in this work,” advised. “Many departments and teams are needed throughout the Foundation to make something like this meet. Experience is needed of operations, marketing, communications, analyzes and technical teams that all correspond to both strategy and goals.”
Follow Bill Hit coverage on LinkedIn: Bill Seuiki
Email him: bsiwicki@himss.org
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