Star ratings based on patient experience are key to the health of hospitals. Consumers use them to determine where to go for treatment, and the federal government uses them to divvy funds.
A worldwide health system had some of the lowest star ratings in the country. Patient surveys reported poor guest WiFi and difficulty navigating facilities, which impacted the level of funding given to the hospitals. Executive leadership wanted WiFi to work seamlessly and needed an application that addressed survey feedback.
IT leadership reached out to us to help solve these problems. We listened to the desired requirements and created an initial pilot program, dedicated to improving patient and visitor experience.
We performed extensive work in whiteboard sessions, workshops, demonstrations and discussions around the correct solution. It was important that each group, from facilities to IT, was able to meet their separate priorities with the project.
We proposed a focus on branding and improved guest internet access, using wireless networking, wayfinding, mobile application platform and location analytics to create a new patient experience.
After testing several wireless tools in our Advanced Technology Center (ATC), the customer decided to implement Cisco Core Wireless to improve guest WiFi and strengthen patient and visitor connectivity.
We partnered with Phunware to create a mobile platform centered around location accuracy, user analytics, mobile SDKs and Bluetooth low-energy (BLE) beacons to gather granular location data on patients and visitors.
Network- and application-based data analytics provide insights into patient and visitor trends. Data including number of visitors, wait times and navigation difficulties identifies pain points within the network. Using data analytics, the health provider can pinpoint wireless capability needs, engage with waiting patients and visitors using mobile notifications and determine where additional navigational aids are needed.
WWT Asynchrony Labs is also involved in the project, helping the customer build a scalable Mobile Center of Excellence (MCOE) using the Phunware platform. The customer can extend the mobile experiences within their facilities and establish best practices for user engagement, quality of service and future growth.
Combining a secure network with a mobile application is making it easier for patients and visitors to navigate the hospital while receiving news and surveys through push notifications. Using application-based analytics, staff can identify patient wait times and locations and send mobile notifications to offer additional hospital services and assistance.
Star ratings are improving for the health system based on recent customer experience surveys. The use of guest WiFi has increased significantly, and targets for application downloads were beyond agreed expectations.
WWT offered a strategic and cost-effective way to improve the patient experience through a comprehensive solution including software, support, hardware and installation services. Bluetooth and wireless capabilities are currently being deployed across the health system’s 39 facilities.