This discussion highlights the communication and patient engagement challenges healthcare organizations face, emphasizing the importance of technology integration, data management and standardization across various departments. Key insights from industry leaders reveal the need for personalized messaging and operational change management to improve patient interactions and streamline processes.
Marcy McDonald, Uintah Basin Healthcare: One of our biggest struggles is patient engagement. We started sending our text messages from Artera, and we also partner with Tonic. So patients are getting this, we want them to fill out the forms before they come, but not everybody is. We are trying to make it as seamless as possible for the patients, but just trying to get them engaged has been difficult.
Zach Wood, Artera: Engagement by patients filling out, taking the next steps, absolutely.
Chelsea Simon, Advanced Pain Care: Yeah. I think our biggest struggle is figuring out how to roll out Artera to the entire company. We initially did it and ended up with quite a few HIPAA violations, so we rolled it back to just our patient access group. So really looking at ways to do that to where it’s secure. And we’re not sending inaccurate information or we’re not replying back to patients.
Zach Wood, Artera: Yeah, managing. Yeah. And there’s there’s a there’s a lot of operational change management. As well as you know, working with platform a there, for sure, for sure.
Amy Partilla, Hackensack Meridian Health: I’ll say from my perspective at Hackensack Meridian Health, it’s a it’s a really large network, we serve a lot of patients, and something that is a challenge that I’ve had, which Emily knows, I’ve talked to her about it many times, is how do we, you know, create these communications and make sure that these messages are relevant to the specific scenario for the patient, whether it’s a, you know, specific kind of appointment that’s maybe non standard in some way, or whatever it may be, and yet, scale that out to like, you know, I mean millions of messages. We have hundreds of different departments, and while we are getting there, I talked about standardization, we’re getting there. But we’re still, you know, some departments don’t schedule – they have a certain way that they have to schedule, and another department has this other certain way to schedule, and while we do have this patient access center, which is growing and and growing, And we love that because that helps so much with standardization. But for those cases where it’s not a standard message, how do we keep that centralized and keep an eye on everything when it’s just so large in scope and scale?
David Wright, Disruptive Innovations: Yeah, I mean, and that can be to where we see CRM and system of interaction, because you can’t always manipulate the data the way you want to get that level of personalization in your EHR, and I think that leads into one of the challenges that we see which is, how am I measuring the efficacy of where I’m going to have these different features and functionality live? Like I’m going to have it live in my EHR, I’m going to have it live in my CRM, I’m going to have it live my C cast. I’m gonna have to live in Artera. You know.
How are we empirically validating? What makes sense and what doesn’t? That’s, you know, it’s very challenging. And then couple that with the operational challenges of, you know, building a unified access center. Right? You know, unified doesn’t mean like, you’re losing your personality or losing your specialization like we can maintain that, but actually going out and enrolling people in that like, we’re seeing Common Spirit do that right now, just like literally making the trip, shaking the hands, and in my experience like that’s often what it takes is really, and then and how can I help folks arrive at the place that, you know, because we usually have a very similar vision, you know. So how can we talk that different language and kind of put our arms around people and get them there?
Zach Wood, Artera: I think we have some common organizational industry challenges to take on. I heard helping patients take the next step and using data to understand the baseline to be able to drive that, scaling of different sorts, whether it’s our staff or patients, and making it feel intuitive, bringing together all the different systems – the core systems that and vendor partners that are already in place to bring that experience together, which is the theme of the panel. So big challenges for us all to take on. So, thank you.
