The digital tools backing Adventist Health’s patient engagement strategy: 5 Qs with marketing chief Lauren Davis

As system director of digital marketing and customer technique at Adventist Health, Lauren Davis has assisted spearhead the Roseville, Calif.-based health systems client engagement initiatives in wake of the velocity induced by the COVID-19 pandemic.

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LD: While our digital consumer method was extremely essential prior to COVID-19, the pandemic accelerated all initiatives. The digital experience is a core part of that journey. As part of our vision to empower customers to actively engage in their personal health and wellness, we are developing a direct-to-consumer wellness service, Adventist Health + Karla.

Q: How has the pandemic altered and/or impacted Adventist Healths digital customer technique?.

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Q: How will Kyruus patient-provider matching software affect your overall patient engagement strategy?.

Jackie Drees –
Monday, September 28th, 2020
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Q: What other digital efforts do you plan to roll out in the next 3 to five months to boost Adventists digital marketing and/or consumerism methods?

Ms. Davis, who signed up with Adventist Health in 2015, informed Beckers Hospital Review that her group is working “at a record rate” to roll out brand-new digital tools and strengthen existing platforms as technique “timelines have actually changed from years to a matter of months,” in response to extensive digital health adoption during the pandemic.

Q: What has been your companys most reliable patient engagement tool to remain connected with patients during the pandemic?.

Concern: What is your No. 1, leading concern as director of digital marketing and customer technique at Adventist Health?.

LD: The Kyruus patient-provider matching software makes it simpler to discover and set up a consultation with the right doctor at the correct time on the Adventist Health website and client website. This eventually enhances the online experience, increases access and offers clients more control over their own care.

Here, Ms. Davis shares how Adventist Healths digital marketing and consumerism strategies have actually changed throughout the pandemic and what initiatives the health system plans to roll out in the future.

LD: We are continuing the move from transactional encounters with clients towards much deeper, long-lasting relationships as we continue to concentrate on the total experience across the complete care continuum. The digital experience is a core part of that journey. As part of our vision to empower customers to actively engage in their individual health and well-being, we are establishing a direct-to-consumer wellness service, Adventist Health + Karla.

LD: Virtual care and patient portal usage have drastically increased due to the pandemic. These tools are vital for engagement because individuals want hassle-free access to their physicians from the convenience of their house. The digital experience is now more important than ever.

Lauren Davis: Adventist Health is concentrated on empowering individuals to recognize their health objectives by knowing their requirements and delivering consumer-centric options. The digital teams leading concern is to support that bigger initiative by designing online experiences to empower the patient while likewise personalizing and streamlining interactions.

As part of its digital engagement method, Adventist Health in September revealed it released a provider-patient matching tool from health IT startup Kyruus on its site and within its patient engagement platform, which is powered by EHR supplier Cerner. Kyruus software application shows consumer-friendly terms for physicians specializeds, allowing clients to more easily browse for and discover the suitable providers.

Editors note: Responses have been lightly edited for clearness and length.

LD: While our digital customer strategy was very important prior to COVID-19, the pandemic sped up all efforts. We are working at a record speed to enhance existing platforms and release new tools. Timelines have actually changed from years to a matter of months. We added a virtual assistant to help site visitors check symptoms, find a place or physician, access client services and better navigate the website.

LD: Virtual care and patient portal usage have significantly increased due to the pandemic. The digital experience is now more crucial than ever.