Intermountain improved the patient experience through digital access
The goal is to give consumers the experience they want and to simplify that experience, according to Mona Baset, VP of Digital Services.
Photo: Courtesy of Intermountain
Mona Baset, Intermountain's vice president of Digital Services, will share insights on the health system's digital strategy in "Powering a Data-Driven Transformation in Digital Patient Access" on Tuesday, April 18, at HIMSS23 in Chicago.
Baset leads the digital services team at Intermountain, focusing on the consumer and caregiver experience and the technology that enables those experiences. This includes self service functions such as mobile apps, patient portals, online scheduling, AI and chatbots to give patients different ways to interact with Intermountain.
"The phone channel will always be there," Baset said. "People want to do things when they want, on their own time."
COVID-19 accelerated digital strategies for all health systems. At Intermountain, changes that used to take quite a bit of time were done in weeks, Baset said.
"It definitely accelerated the theme of consumerism," she said.
Yet Baset bemoans the label of consumerism, preferring instead to think in terms of consumers, the way companies do outside of healthcare.
"I hope one day not to have to think about consumerism," she said. "I hope we can talk about consumers."
The goal at Intermountain is to give consumers and patients the experience they want and to simplify that experience, according to Baset.
"We don't want people to have to think about the next step," Baset said. "We're giving them nudges, making it easy. Remember to schedule annual physical; understand where and how to schedule an appointment; that followup or bill to be paid. How to make that easy, guiding them."
For caregivers the underlying goal is support and making their jobs easier, such as giving them information on how to automate administrative tasks.
Earlier this month, the 33 hospital health system expanded its partnership with Kyruus for use of the Kyruus ProviderMatch platform for its rebranded digital patient experience. For instance, searches for physicians were made easier in the provider directory by allowing for searches by key words.
Kyruus will be at Booth 3663 during HIMSS 23.
Mona Baset, VP of Digital Services at Intermountain, will speak on Tuesday, April 18 from 4:15-5:15 p.m. during the session "Powering a Data-Driven Transformation in Digital Patient Access, at McCormack, S105 at HIMSS23.
Twitter: @SusanJMorse
Email the writer: SMorse@himss.org
Glen Tullman will offer more detail in the HIMSS23 session "Views from the Top: Existential Crisis or Inflection Point Opportunity? An Industry Maverick's Perspective." It is scheduled for Tuesday, April 18, at 3 p.m. – 4 p.m. CT at the South Building, Level 1, room S100 B.
