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
Clinician Engagement and Data Management
Clinical Experience at Community Health Network
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.