As consumer expectations shape industries worldwide, healthcare must adapt to meet demands for convenience, efficiency and personalisation. Patients increasingly seek experiences that mirror the accessibility and responsiveness found in retail and hospitality sectors. Addressing these evolving needs is no longer optional but vital for maintaining trust and relevance in a competitive healthcare landscape. By embracing advanced communication technologies and optimising operations, institutions like Froedtert & ThedaCare Health, Yale New Haven Health and Burrell Behavioral Health demonstrate how innovation can transform the patient journey, improving both satisfaction and outcomes.
Redesigning Access at Froedtert & ThedaCare Health
Renowned for clinical excellence and cutting-edge research, Froedtert & ThedaCare Health faced a persistent challenge: convenience. While patients trusted the institution for serious and complex conditions, access to routine care was less smooth. To address this, the organisation undertook a comprehensive redesign of its contact centre and communication systems, aiming to remove barriers to timely care.
The introduction of centralised contact management marked a pivotal shift. By consolidating call handling into a unified system, the organisation empowered over 200 service representatives and nurses to work remotely, enhancing efficiency and meeting employee demands for flexibility. The deployment of advanced tools such as Cisco Finesse for telephony, Webex for real-time communication and AI-powered assistants profoundly changed how patients interacted with the health system.
These technologies enabled patients to quickly book appointments, reschedule with ease and access support around the clock. Improvements in call-answer speeds and reduced abandonment rates reflect the tangible benefits of this transformation. The system’s impact extends beyond convenience; it has also optimised appointment scheduling, reducing the number of missed opportunities due to cancellations. This enhanced accessibility underscores the importance of aligning technological investments with patient-centric goals. By adopting innovative systems, Froedtert & ThedaCare Health demonstrates that modernising access is critical to bridging gaps in care delivery without compromising satisfaction.
Optimising Operations at Yale New Haven Health
Yale New Haven Health’s commitment to improving both outpatient and inpatient experiences illustrates the broader scope of patient-centred care. Initiatives such as Access 365 focus on reducing wait times and personalising treatments, but the institution’s Capacity Coordination Centre exemplifies operational excellence. This hub brings together departments responsible for bed management, room turnover and transportation logistics, ensuring a reorganised flow of patients through the hospital system.
The efficiency gained through these efforts benefits patients at all stages of care. Faster room turnover allows discharged patients to leave promptly while creating space for emergency department patients awaiting admission. The cumulative effect of seemingly small improvements—such as reducing room cleaning times or coordinating transport logistics—translates into significant reductions in patient wait times.
Data analytics tools are central to Yale New Haven’s operational strategies. By leveraging platforms like Tableau and Microsoft Power BI, the organisation tracks key performance indicators such as the percentage of patients discharged before 11 a.m. Over time, this metric has improved from under 10 per cent to more than 20 per cent, demonstrating how data-driven insights can drive meaningful change. The institution’s emphasis on analytics underscores the importance of measuring performance to continuously refine operations, ensuring that efficiency improvements directly benefit patients.
Streamlining Crisis Response at Burrell Behavioural Health
In behavioural health, timely intervention is critical. Burrell Behavioural Health exemplifies how technology can enhance crisis response, serving as a lifeline for patients in vulnerable states. By adopting the Webex Contact Centre platform, Burrell transformed its approach to handling patient calls, prioritising speed and precision in crisis situations.
Previously, patients seeking support often faced delays due to a centralised queue system. Today, automated routing ensures callers reach the appropriate department or professional without unnecessary wait times. This efficiency has reduced abandoned calls and increased rescheduling rates, enabling more patients to receive the care they need. The average answer time for Burrell’s crisis line is an impressive 8.75 seconds—well below the state average—while the call answer rate exceeds 95 per cent.
Looking ahead, Burrell plans to integrate artificial intelligence tools to further streamline processes. Features such as real-time translation, automated note-taking and self-service options will enhance the patient experience by simplifying interactions and reducing administrative burdens. These advancements highlight the potential of technology to not only improve operational efficiency but also build trust and confidence among patients in their most vulnerable moments.
The pioneering efforts of Froedtert & ThedaCare Health, Yale New Haven Health and Burrell Behavioural Health highlight the transformative potential of patient-centred innovation in healthcare. By adopting advanced technologies and rethinking traditional workflows, these organisations have successfully addressed long-standing barriers to accessibility, convenience and efficiency. Their experiences demonstrate that placing patients at the centre of care delivery is not just an ideal but a necessity in an increasingly consumer-driven landscape.
Healthcare providers must follow these examples, integrating technology and data-driven strategies to deliver care that is not only clinically effective but also empathetic, responsive and aligned with the needs of modern patients. Through sustained innovation, the healthcare industry can bridge the gap between quality and convenience, ensuring that every patient’s experience is as smooth as it is effective.
Source: HealthTech
Image Credit: iStock
