CIO Corner: Improving Access through Technology
Technology plays a large part in seamlessly connecting our patients and consumers with the right services at the right time, providing unparalleled access to health care. Improving access to health care, including physician appointments, outpatient testing and other hospital services keeps our patients at the center of everything we do. We enter 2023 continuing to align with this strategy, increasing self-service options, offering more virtual options and partnering with innovative companies that are streamlining our operations through automation.
Putting the power of access in the patient’s hand
More than 80% of our patients and consumers want to schedule appointments online. Last year, more than 253,000 appointments were made through MyChart direct scheduling. By continually expanding and diversifying available touchpoints — including the ability to do things online — patients have greater control over their health care than ever before. The MyMethodist app collects everything patients need in a single, convenient place. Most importantly, the app links patients with Houston Methodist MyChart. By the end of 2022, more than 1.2 million HM MyChart accounts were created. In addition to accessing their HM health records, patients can use MyChart to communicate with their care team, view test results, schedule and check-in for appointments, pay bills and read or watch assigned patient education materials.
Expanding the value of virtual visits
In March 2019, we became the first health care system in Houston to offer patients 24-hour access to virtual urgent care visits, later adding scheduled virtual visits for behavioral health and nutrition counseling. In 2020, we launched our Virtual ICU, staffed by intensivists and critical care nurses who provide patient care by initiating earlier interventions and offering additional support to bedside ICU Teams.
Besides boosting patient satisfaction through improved access to care, our virtual care platform helps take the load off our brick-and-mortar locations, resulting in decreased wait times there as well. With our range of virtual visit options, patients can skip the drive and the waiting room and go straight to connecting with board-certified HM providers.
Improving our vocal technique
We’re applying artificial intelligence and interactive question and answering technology to improve our patients’ experiences when they call us. We’ve partnered with Syllable, a company that uses natural language processing to automate our phone systems. Instead of being limited to pressing 1 for this and 2 for that, callers can simply speak their requests and the system either resolves their issues or connects them to a live person in the right department as quickly as possible. It’s easier, faster and a better overall experience than holding on the line more than a minute. Soon, we’ll leverage natural voice processing to enable all-voice scheduling, where patients will be able to cancel, confirm and reschedule their appointments using only voice prompts.
As our patient access strategy evolves, IT will continue to collaborate with our clinical care teams and operational partners to provide innovative solutions. By continuing to introduce technology that enables ease of access to unparalleled care, we’re helping keep our patients at the center of everything we do.