The Digital Transformation of a Metropolitan New York Health System.

Abstract

Summary: Digital transformation strategies in healthcare are presenting unique ways to support patient acquisition and retention efforts. Montefiore Health System is on a multiyear, multipronged digital transformation journey with interventions centered on improving access to care.Our patients can search for a provider, schedule a visit, get details about their visit, and check in through a welcoming digital front door. Asynchronous e-communication and video visits have also been implemented, and these added options are optimized by technologies including a new provider data management tool to support an enhanced provider directory, electronic health record system integration with online scheduling, telehealth/virtual care, and text message communications. Combined, these tactics support a positive patient experience. Happier patients are more likely to return for the care they need to improve their health and maintain wellness. In addition, digital solutions can alleviate administrative burdens, which can improve employee engagement and satisfaction.While the lack of access to technology as a social determinant of health can present challenges in our diverse market, Montefiore has developed a respectful process to meet patients where they are in an era of consumer-driven healthcare. The process sets forth various approaches to bridge healthcare's digital divide. The route is sequenced in a digital transformation road map to ensure that Montefiore remains competitive, provides value with operational efficiencies, and delivers the innovative care that is necessary in today's healthcare landscape.