Back to all Videos
The Key to the Digital Front Door is Data

The Key to the Digital Front Door is Data

With the digital front door becoming one of the most critical priorities, the challenge now becomes how to move from strategy to reality. Discover practical strategies for growth by managing the most important piece of the puzzle – the provider data management.

Featuring:

  • Patrick McGill, Chief Transformation Officer at Community Health Network
  • Graham Gardner, CEO at Kyruus
  • Dr. Rupal Gupta, Clinical Services Director at Kyruus

Session Highlights

The discussion aimed to delve into the crucial role of data in shaping a positive patient experience through the digital front door. Graham Gardner introduces Kyruus as an enterprise provider data management and scheduling platform in the healthcare realm. He’s joined by Kyruus’ Director of Clinical Services, Rupal Gupta, who is also a general pediatrician, and by Patrick McGill, Chief Transformation Officer at Community Health Network, who outlined his role overseeing various aspects, including digital, IT, analytics, and operational responsibilities, while still practicing as a family physician.

Reflection on the Evolution of Patient Engagement

Graham Gardner initiates the conversation by querying Patrick McGill about the transformation around patient engagement and the digital front door at Community Health Network over the past decade. Patrick reflects on the significant shifts, emphasizing the initial implementation of EMR systems, the rise of consumerism in healthcare, and the accelerated adoption of digital telehealth during the COVID-19 pandemic. He stresses the need to reevaluate patient engagement strategies post-pandemic, considering the horizontal patient journey rather than traditional vertical organizational structures.

Foundational Importance of Data

Patrick McGill discusses the pivotal role of data in their journey, dating back seven or eight years. He highlights the challenges of disparate data sources and the need for specific information beyond basic credentials, especially in specialty care. Credentialing systems often lack the detailed data required to make meaningful connections between patients and providers, prompting the organization to prioritize data governance and quality to build these essential connections.

Clinician Engagement and Data Management

Dr. Rupal Gupta underscores the critical nature of clinician engagement in transformative projects. She emphasizes the need to differentiate between essential information and noise, particularly in configuring provider data. Dr. Gupta stresses the importance of involving clinicians in decision-making, fostering trust, and ensuring the accuracy of information presented to patients. This engagement, she notes, contributes to more significant organizational impacts and positive outcomes.

Clinical Experience at Community Health Network

Graham Gardner explores the clinical experience at Community Health Network with Patrick McGill. Patrick emphasizes the importance of ensuring physicians feel in control of their schedules and patient intake. He discusses the challenge of conveying the message that the digital front door aims to enhance, not diminish, physician control. The conversation extends to the specificities of clinician engagement, including the difficulty of encouraging providers to invest time in self-reflection for accurate data representation.

Exploring Conversational AI and Clinical Routing

Dr. Rupal Gupta delves into the emerging field of conversational AI and its integration into clinical routing. She emphasizes the necessity of quality foundational data for successful implementation. Conversational AI, she explains, engages patients in dialogue, allowing technology to aid decision-making based on patient input. Dr. Gupta highlights the potential for improved patient experiences and trust-building if the foundational data is accurate, contextual, and considers the diverse backgrounds and needs of patients.

Patient-Centric Approach: Lessons Learned

The discussion concludes with reflections on a patient-centric approach. Patrick McGill underscores the importance of engaging clinicians, emphasizing data quality and governance. Dr. Rupal Gupta highlights the significance of effective communication and stakeholder collaboration for successful access projects. The speakers stress the need to consider patients’ perspectives, using real-time feedback to continuously improve processes. Lessons learned include the value of inclusiveness, ensuring that access tools cater to everyone, and the ongoing evolution of matching attributes for a comprehensive and patient-friendly digital front door.

More sessions from Digital Front Door Day 2023

View more Videos

Watch more
See all Videos
See all Videos

Unlock your digital potential with the #1
adaptive communications platform.

Book a Demo