#MillenniumLive , Customer Experience , Podcast
The healthcare landscape is constantly evolving over the course of the pandemic, and healthcare providers are tasked with making life-saving innovations faster than ever before. We reached out to our member and recent panelist Janell Pittman, who is the CMO & CDO of MercyOne hospital network. She sheds light on what’s new in healthcare, how she’s planning for the long winter and fills us in on how COVID-19 changed her organization.
If you’re interested in joining the discussion at our next healthcare assembly, go here to RSVP for our Healthcare Payers & Providers Assembly on April 20-21, 2021!
Q: Has your organization made the transition to telehealth? If so, was the platform in place prior to the pandemic, or developed as a result?
JP: Yes. One platform was in place prior and we added another as a result. We went from 200 telehealth visits a week to 8,000 telehealth visits a week at our max (so far).
Q: How important is face-to-face patient care to your current practice?
JP: Very important. We believe long term our differentiator will be combining various access points into a seamless experience.
Q: We’ve seen the healthcare space dramatically evolve over the course of the pandemic. How are you preparing for what’s expected to be a long winter?
JP: We have the foundations set for the winter with the largest challenge requiring ongoing action being staffing. We are focused on preparing for para-COVID and post COVID success.
Q: With an influx of data on both the provider and payer sides, what’s your strategy for determining what data is useful and how it can improve patient experience?
JP: We are working to scale a solution aggregating inputs.
Q: What makes experience design so critical for healthcare companies, and how do you define a “better experience”?
JP: Radical convenience and personalization. Culture is critical!
Q: How has your organization changed since the start of the pandemic?
JP: More agile, more focused on support of our colleagues and better able to prioritize.
Q: How has continued education affected your professional growth?
JP: Keeping me continuously aware of ways to be a better leader and marketer so I can impact MercyOne’s Mission.
Q: What value have you gained from working with The Millennium Alliance?
JP: I’ve made connections to peers from across the country!
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