That patient-first perspective comes from CTCA's Cancer Fighters, a community of former and current CTCA patients and caregivers who provide the organization with extensive feedback. "Our core culture is always about putting the patient first," says Kristin Darby, CTCA's CIO. "Before we make any type of investment in technology or equipment, even artwork for the building, we want to understand what will create the most appealing atmosphere to help patients feel at peace."
Based on input from the Cancer Fighters, Darby's group looked for ways to use technology to improve communication between patients and clinicians and to enrich the patient experience. One of the team's most important moves was the decision to deploy Lincor, a patient engagement system that supports a wide variety of functions. Among other things, it provides internet access and serves up videos for educational, entertainment or relaxation purposes, with offerings based on a patient's demographics and treatment plans. It also interfaces with a retail pharmacy for easy prescription refills and offers push notification functionality and an e-concierge feature to foster better patient-provider communication. Darby says Lincor is easy to customize and offers a consumer-oriented, app-store-like look and feel that allows CTCA to create a highly personalized patient experience and evolve it over time.
Another key component of the new building's IT infrastructure is Imprivata's Cortext, a platform that supports secure, HIPAA-compliant texting among members of the clinical team. "It facilitates rapid communication about patients so clinicians can get to them quicker when there is a need," Darby says. A third critical platform is a call light system with an integrated workflow component that facilitates interdisciplinary and interdepartmental communication among medical staffers without disturbing patients.
"We custom-designed the system to the way we work and how we're organized," Darby explains. Previously, she adds, "the care teams carried telephones and made hundreds of calls on their shifts to report that a patient was ready for treatment or that a lab was ready. With the call light system and workflow, it's a smoother, much more streamlined process for the patient."
Since the new facility opened, CTCA's patient satisfaction scores have risen and there has been plenty of feedback indicating that the technology-centered improvements should be a model for the other network hospitals. "As all of our facilities consider expansion or different growth opportunities," Darby says, "CTCA at Midwestern will serve as a reflection of a future-focused hospital."
Meet 2016 CIO 100 Award Judges
Here are the judges who helped CIO.com choose the CIO 100 honorees for 2016.
Dennis Anderson, professor and chairman, Department of Management and IT, St. Francis College
Stephen Andriole, Ph.D., Thomas G. Labrecque Professor of Business Technology, Villanova School of Business, Villanova University
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