Transforming patient support and engagement
In recent years, ERCPL have began their digital transformation journey to enhance the way they support and engage with patients and families stepping into treatment.
Driven by the creation and development of MyPath, a digital portal which supports patients and families throughout their admissions journey, their digital transformation journey showcases how innovation can reshape the way healthcare providers can meet the needs of patients. A complex admission journey, ERCPL engaged with us to find help deliver a solution which would create an engaging, frictionless experience for patients and families, whilst helping deliver internal efficiencies for their admission team.
The goal was to help speeding up the overall admission process without losing the personal experience, ultimately reducing the time taken for patients to admit into treatment. Our task was clear, yet this project was the first step in the digital transformation journey for ERCPL, with many moving parts and complexities for us to juggle. Here’s how we achieved this.
Defining the requirements – getting under the skin of the business
ERC Pathlight came to us having completed a number of internal workshops, recognising the changing expectations of their patients, who increasingly sought digital convenience as a means to access treatment.
Creating a digital portal was the response to this change in behaviour, and ERCPL had strong idea of what they wanted and the value this would bring to their business. ERC Pathlight knew they needed to support patients and families coming through the admissions process digitally, setting out some initial key features which provided a strong starting point
The project was to help ERCPL cover three key areas
To engage digitally with patients and families, meeting them where they wanted in the process
Create a leading solution that supported the positive brand perception
Create efficiencies and elevate pain points for admissions teammates
How we approached the transformation
During the early stages of the project, our team worked closely with ERCPL to capture and define the vision for the business, setting key milestones for the project, signalling how this supported the overall transformation journey. Through a series of in-person workshops in Denver, CO, our teams got to work to define a comprehensive requirements for Definition.
Our teams quickly established a close working relationship with ERCPL, which enabled us to get under the skin of the business to understand key aspects which MyPath would impact. From understanding the technical environment and system integration requirements, to how admissions teammates would engage with the platform on a day-to-day basis and the impact on the overall patient, our team quickly got under the skin of the business to understand how this project would help drive positive change.
It was important to capture and document the current processes of the business to highlight where and how the first step in the digital transformation journey would have a positive impact, and how to overcome key pain-points of the business. One of the challenges first encountered by our teams was the constant state of change for both the business and patients. Our teams worked closely to define a set of key priorities ERCPL should focus on first, emphasising the impact and value this would bring to both the business but also patients.
Once established, our teams quickly got to work defining the solution. This took into consideration not only how we would build the new product, but also how the new product would integrate into the current processes and how ERCPL teammates would be impacted.
Utilising an Agile delivery method to unlock success
From the start of this project, we recognised and recommended an agile delivery model to ensure we reaped success from the start. Agile aligned well with this project, ensuring clear goals and milestones whilst maintaining flexibility collaboration and responsiveness to change.
During the second Program Increment, our team was tasked with releasing an MVP version of the product, allowing a ‘test and learn’ scenario highlighting how patients and families interact with the product during their admissions process. An MVP launch was one of the key milestones in the journey. Launching helped us understand how Admissions teammates at ERCPL would react to an newly created avenue for patients to admit into treatment, and help identify any changes we needed to make to the plan product and feature roadmap.
By embracing an agile delivery model, this allowed our teams to focus efforts on feature releases which deliver value, ensuring the project continues to be patient and user focused, adaptable and drives success in the healthcare’s digital age.
The impact of MyPath so far
What we achieved
Since launching MyPath, ERCPL have enjoyed a number of positive results, including:
- 25% adoption rate of the new product by patients and families
- Reduced time to admit into treatment by x%
- 37% improvement in capturing vital information, including insurance information
- 60% improvement in audiences engaging with brand through digital channel*
Initial results are strong, showing an overall improvement to the experience patients and families who engage with the new digital avenue, but also a strong improvement for efficiency gains for ERCPL. This highlights the impact MyPath has had on the business, despite just the initial MVP launch. Our teams are now focusing on delivering iterative feature releases which will continue to build upon the results experienced, working towards the overall vision set out at the start of the project.
*60% improvement in CTR from campaign which offered MyPath as an avenue
Some comments and feedback we have received
At Equator, our approach to relationships is to build a partnership. We believe in the power of building a relationship that nurtures collaboration and flexibility, we are an extension of your team. This was certainly true with our relationship with ERCPL, with the teams harnessing and cultivating relationships that was built on trust and respect, reaping a number of positive results.
“Sincere thanks to the whole Equator team for being such a great fit for ERC. The style of work and the way you work is so aligned with our own, I’m convinced that’s what makes a winning partnership”
Terry Price, CIO
“The Equator team should absolutely feel the love from the room. Everything we've been through today is of such quality. The incredible progress and collaboration is going to make such a difference"
Karen Hjeirleid, CDO (now ex CDO)
“This has been a long and complex journey. We’ve made amazing progress which will be game changing for all our stakeholders, particularly our patients”
Seth Brody (APAX)
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