M Health Fairview
Healthcare is becoming increasingly consumer-centric as patients take more control over where, how and when they receive care. M Health Fairview sought to shift digital patient experiences into something more meaningful. Through multiple initiatives – rebuilding key digital assets, creating a specialty referral tool, and more – patients and providers avoided the complexity of healthcare systems and were instead provided with an experience where their needs are anticipated and simplified.
Knowing consumer-centricity would be their primary differentiator, M Health Fairview teamed with Nerdery to elevate the experience beyond medical care and lead a mindset shift within an organization that depended largely on legacy systems and processes. With a foundation of trust and flexibility, Nerdery led a digital transformation to unify a complex digital presence for both patients and providers.
By launching the GPHR Consumer Innovation Studio, M Health Fairview and Nerdery created a digital front door in under three months, simplifying the patient experience of finding care, getting care, accessing billing, and more. Then we launched a pilot cardiology referral program for doctors. Finally, we relaunched Fairview.org.org.
From concept to launch in three months, the new digital ecosystem of mobile and web properties simplifies the patient experience of finding care, getting care, accessing billing and more. Both patients and providers find the experience to be more natural and intuitive. The GPHR Innovation Studio can continue to build on these successes, including by increasing speed to market and measuring the ROI of an improved patient experience.