Digital Registration POC
Problem Statement:
For Providence patients, the existing registration process was complex and time-consuming, leading to inefficiencies and a less-than-optimal pre-service experience. Our goal was to design and test a fully digital, streamlined registration process tailored to each patient’s unique needs, ensuring an intuitive, efficient, and stress-free experience before receiving care.
For Providence caregivers, the manual tasks involved in scheduling and registration were detracting from their ability to focus on patient care. We aimed to minimize these administrative burdens, empowering caregivers to spend more time improving patient interactions and delivering quality care.
Key Elements of the Project:
1) Competitive Analysis: conducted a thorough competitive analysis to benchmark against industry standards and identify best practices in digital registration and financial assistance.
Example:
Stanford’s New Patient Registration Flow:
I called to make an appointment, during which the representative documented personal details such as date of birth, address, phone number, emergency contact, and insurance information. The phone call lasted about 15 minutes. However, no heads-up was provided about receiving a text message prompting me to complete digital registration steps.
The digital registration process was initiated within 2 minutes or less after the call with the representative:
2) Minimal Data Set development: utilized a minimal data set based on fields from Epic, incorporating both required and optional fields. This approach ensured that the data collection was aligned with existing systems while maintaining simplicity and relevance:
3 - 4) Data Set Categorization and Mapping: To organize the information effectively, I employed card sorting techniques to categorize and structure the data, enhancing usability and logical flow in the registration process:
5) Design Phase: developed and refined design concepts through iterative design phases, focusing on creating an intuitive and user-friendly experience for both patients and caregivers:
Testing Among Caregivers: The designs were tested among caregivers to validate usability and gather feedback. This iterative testing process helped ensure that the final solution met their needs and streamlined their workflows.
The new approach was well-received among caregivers, who appreciated the streamlined and user-friendly solutions implemented. By reducing manual processes and integrating digital registration more effectively, the project significantly optimized backend workflows at the system level. This improvement allowed caregivers to focus more on patient interactions and less on administrative tasks, ultimately enhancing the overall efficiency and effectiveness of the registration process.