COVID Accelerates Digital-First Strategy at Two Systems
“We’re one of the five largest Catholic healthcare systems in the U.S. — we have thousands of points of care and 60,000 associates. So, as you can imagine, making healthcare easy to access, from a digital perspective, it’s critically important for us,” says Morgan Griffith, vice president of digital strategy and transformation at Bon Secours Mercy Health.
The plan was to offer patients an Amazon-like experience — personalizing care, no matter how patients choose to access their care. Whether a patient chooses to pick up the phone, the mobile app, or visit the website, they would receive the same level of service.
With much of the groundwork laid — having conducted consumer research, defined pain points, identified solutions, and gotten buy-in — Griffith’s team was planning to roll out the new experience one market at a time.
“That very quickly changed when COVID hit. We went from doing a couple of hundred virtual visits a day to thousands of virtual visits a day. We had a need to be able to communicate personally and directly with consumers in a way that was unique to them based on their needs,” she recalled. “We had a roadmap that was very waterfall in nature that very quickly became an agile roadmap.”
Read the full article now and learn how COVID hastened the need for a digital-first strategy at both Bon Secours Mercy Health and City of Hope, and how their organizations used their customer relationship management (CRM) systems to keep up with demand:
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