Improving the patient experience with a digital front door.
As hospitals continue to struggle with reputations for slow service and high costs, regional hospital system Baylor Scott & White set out to make patient interactions with their hospitals as easy and painless as possible. Via a comprehensive mobile solution, Baylor Scott & White re-imagined their patient experience and ended up with the best-rated patient app in the country.
With 6.6M patient encounters annually, the Baylor Scott & White digital team found that significant resources were spent providing customer service and support on records checks, finding the right doctor, paying bills and determining insurance information. The team wanted to develop a more robust digital front door for patients to provide additional value while lowering costs. Under recent Medicare guidelines, hospitals are compensated based on population outcomes, patient satisfaction and overall costs, so an investment in a more robust digital front door that improves this Triple Aim has immediate implications for revenue.
In conjunction with our client team, we identified the actions that were consuming significant amounts of support resources, while also examining the entire patient journey and experience. We wanted to design a leading healthcare resource that was impactful to patients, demonstrated Baylor Scott & White’s commitment to innovation, and improved population health, all while reducing costs.
Bottle Rocket developed a comprehensive patient experience strategy, designed the MyBSWHealth iOS and Android applications, and supported the team throughout the entire development process, acting as a trusted advisor and strategic partner along the way. When challenges arose, such as integrating the app with the current electronic medical records, we helped Baylor Scott & White find creative solutions, such as integrating the My Chart application into the overall patient app, eliminating the need for the patient to check in multiple places for information. Such patient-centric design elements have made the app much more successful than other electronic patient portals tried previously.