Banner Health unifies patient engagement strategies into one platform

Photo: Marko Geber/Getty Images

Two years ago, Banner Health unified its patient engagement strategies into one platform, a digital approach that became a necessity when COVID-19 vaccinations became available.

After the Pfizer vaccine was first approved in December 2020, Banner Health was designated as a Vaccine Delivery Help Center. It needed workflow automation at a time when there was little operational guidance on how to run mass-scale vaccinations for COVID-19.

Operations were launched in two days, using Luma Health's engagement platform that was already in place at the health system, according to Jeff Johnson, vice president of Innovation and Digital Business at Banner Health, headquartered in Phoenix, Arizona. The results were 45,000 appointments in five states, 100,000 messages about appointment reminders and an 87% completion rate.

"On the vaccine front it was a huge opportunity," Johnson said. "Customers signed up online and did all the pre-visit work through the Luma platform. We were able to digitize into an online form."

At drive-up vaccine sites, patients rolled down their car windows and healthcare personnel scanned a code on the form. "We saw a 50-100% increase in through-put," Johnson said.

Digital outreach reminded patients of their vaccination appointments, which reduced no-shows. The digitized paperwork minimized physical contact and increased the speed of operations. The information was then fed into the electronic health system.

WHY THIS MATTERS

Beyond COVID-19 vaccinations, the new digital strategies are allowing the healthcare provider to change care delivery because the technology is no longer siloed, according to Johnson.

The platform helped deploy telehealth to all Banner Health providers. The revenue cycle has become more of a seamless, digital experience. Other digital products include a triage tool on an app. 

"Every one of our Banner physicians is able to conduct telehealth visits," Johnson said.

Telehealth services deployed in Wyoming helped to continue care when a snowstorm hit. No-shows were an issue the health system wanted to solve. In the area of MRIs and imaging, no-shows dropped off by 20%. Patients were told ahead of time what to expect and to come prepared, such as instructions on not wearing makeup or deodorant.

The reduction in no-show rates was partly a result of engaging the patient, Johnson said.

"I think customers today expect a real flexible service whether (it's) healthcare or not," Johnson said. "We try to communicate with patients in whatever medium is best for them. We engage a lot in chatbox. We have a robust mobile app, where they can view and use the patient portal. There are still people who still want a phone call."

Banner Health deployed an AI triage tool symptom checker that is able to understand symptoms.

"We don't only use it to help customers understand what's wrong with them. We direct them to an appropriate place of care," Johnson said. "Oftentimes, we can de-escalate to a telehealth visit." All of this helps with efforts to take cost out of the system.

The platform has gone over well with the operations team, and the C-suite is onboard.

"It's a really exciting time," Johnson said. "I think it's also exciting to see our hospital administrators really embracing this tool. It's not pulling teeth. The organization has rallied around digital tools for better care and customer experience." 

THE LARGER TREND

Banner Health had already made a decision to make a large digital investment in consumer experience when the pandemic took hold. 

"I think COVID accelerated some parts of that strategy," Johnson said. 

Banner Health is among the largest nonprofit health systems in the country, operating in six states, and is also one of the largest employers in Arizona, with over 50,000 employees. 

Luma Health has been growing since its founding in 2015. In November, the company announced $130 million in Series C funding, bringing the total raised to $160 million. Last year, the vendor debuted its end-to-end vaccine delivery and operations.

Twitter: @SusanJMorse
Email the writer: susan.morse@himssmedia.com