Crafting the digital front door: How Cone Health is pushing forward IT investments

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” In the brief term, we focused greatly on supporting all COVID-19-related efforts from an innovation viewpoint, while not losing sight of those IT initiatives that were high concerns prior to COVID-19,” Mr. Patel said, including that his team was likewise very hectic installing enterprise platforms for virtual care, which accounted for approximately 60 percent of patient sees during the peak of the pandemic.

Jackie Drees –
Thursday, August 27th, 2020

By digitizing engagement and care management, Mr. Patel and his team are establishing a system of insight which aggregates clinical and patient encounter data to provide a comprehensive view of the client that makes it possible for the health system to improve care experiences and health results. This empowers Cone Health to better plan for business operations relative to profits projections, digital engagement and determining new care models and service lines.

To adhere to social distancing requirements posed by the pandemic, Mr. Patel zeroed in on the functional side of Cone Healths service. As workers transitioned to remote work, he and his team stood virtual desktop, video conferencing, team collaboration and COVID-19 self-assessment capabilities along with predictive designs to offer open channels of communications throughout the organization, he told Beckers Hospital Review.

When the COVID-19 pandemic started, Ben Patel, CIO of Cone Health, rallied his group in assistance of the Greensboro, N.C.-based health systems fast changing IT concerns.

” Were integrating a digital front door to supply the optimum digital experience for our customers and clients to engage with us at every touch point along the healthcare journey through mobile, social media, web portal, text, e-mail or any method of community-driven platforms,” Mr. Patel said.

” Drawing on customer data insights supplies capabilities for health systems to much better acknowledge the needs of their neighborhoods and release resources to deal with clients social determinants of health requirements,” Mr. Patel said. Applying advanced analytics and AI to these usage cases, as well as precision medication, virtual care expansion, automation, e-commerce and digital command centers are all efforts that Cone Health has actually included in their tactical strategy.

While Mr. Patel and his team were concentrated on supporting employees tech-related and virtual needs, the IT department was likewise responsible for outfitting the health systems new COVID-19 health center, which opened April 13 at the former Cone Health Womens Hospital in Greensboro. As soon as the pandemic hit, the IT teams instant priority was to gear up the new Green Valley campus with network connectivity, telehealth carts for virtual care, iPads for clients, biomedical and point of care devices, together with robots for research.

Digitizing the customer experience is an essential component of Mr. Patels customer engagement strategy at Cone Health. His group is establishing a tailored digital front door approach, or engagement method, to offer omni channel access to a broad breadth of health services not just for patients and consumers, but also physicians and care supervisors across the health system.

As Mr. Patel now looks ahead to long-term IT investments, the greatest requirements fall under three main categories: digital change, artificial intelligence/analytics and digital labor force enablement. Relative to consumer acquisition and activation, health systems must craft targeted efforts by prioritizing digital outreach and engagement investments to tactically attract patients based upon their profiles..

” These are incredibly exciting initiatives, and we are accepting the future with our digital front door technique and creation of the 360-degree client view to guarantee that we are constantly engaging our patients and consumers with the most impactful and meaningful experience possible,” Mr. Patel said..