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Gillette Children's offers world-class digital experience for complex care
In 1897, Gillette Children’s (Gillette) became the first hospital in the country for children with disabilities. Since then, they have continued to redefine what is possible for children with brain, bone, and movement conditions.
Recognizing the unique needs of their patients, the hospital decided to create a world-class digital experience. But the hospital didn’t have a large team of developers to build a digital experience or manage complex integrations. “We’re really dependent on partnerships,” said Tim Getsay, EVP of Performance and Integration. The hospital needed a partner that would accommodate the complexity of its patient population, and integrate seamlessly with Cerner—without requiring outsized IT investment from Gillette.
From a staff standpoint, it’s been a welcome change because they see the impact that it has on the family. They want to help support and provide that good experience. Our staff is vested in it, which makes a big difference for change management and training.
patient and caregiver satisfaction with Intake
patient satisfaction with Scheduling
start-to-completion rate for pre-visit registration
of appointments are self-scheduled via Notable
hours saved per week with intake
The challenge
Because Gillette offers specialty care to children with complex medical needs, coordinating care can present its own logistical complexity for families. Before partnering with Notable, the myriad of tasks required to coordinate a child’s care–from scheduling to intake–had to be conducted during business hours. These constraints compromised the family experience, especially for those working full-time jobs while caring for children with complex medical needs.
Getting to the visit presented other challenges—many children require assistive equipment and some families face transportation issues. Once the family arrived at the location, they often had to update their insurance information at the front desk with kids in tow. These added challenges during registration often led to long lines.
The solution
Gillette Children’s partnered with Notable to simplify and optimize the patient experience, starting with scheduling and intake. Now, families can select an appointment time digitally at any hour of the day without having to wait on hold—and without any staff intervention on the backend. “So much easier than calling,” wrote one parent. Families also receive an appointment reminder with a link to complete their pre-registration, which is pre-populated when possible. As a result, lines to check in for appointments have been significantly reduced. Patient satisfaction has stayed around 99% with intake and 95% with scheduling.
After obtaining EHR access for Notable, “the Cerner integration has been very smooth,” according to Getsay. “We haven’t had to engage Cerner much at all. It’s all been direct through Gillette and Notable.”
Ultimately, automating intake has saved Gillette 118 hours per week. On average, the front desk saves two minutes on each registration at check-in. One automated pre-procedure form alone saves RNs 700 minutes a month. This time allows staff to provide more dedicated, focused attention to the children in front of them, and enables them to provide a better experience for families.
