Intermountain Healthcare reduces patient check-in time by 25%
How the leading health system launched a fully automated digital patient experience in just four weeks, which led to a 96% patient satisfaction rating.
Intermountain Healthcare is a not-for-profit system of 24 hospitals and 215 clinics, including a Medical Group with 2,600 employed physicians and advanced practice clinicians. They are widely recognized as a leader in transforming healthcare by using evidence-based best practices to consistently deliver high-quality outcomes and sustainable costs. In service of these goals - and to meet evolving patient expectations - Intermountain identified a need to modernize their patient registration and intake experience.
“When we deployed Notable, we didn’t do an ounce of education or marketing to patients about the change in process. We simply sent a text. I was astounded to see 60% of patients were completing the pre-visit intake forms so fast, and I have nothing but confidence this number will continue to rise.”
decrease in check-in time
patient satisfaction rating
pre-visit registration & intake completion
increase in co-payment collections
The challenge
Like many health systems, Intermountain’s patients checked in by filling out paper forms on a clipboard, with many questions repeated across different types of forms. In addition to slowing down the check-in process, this workflow created a substantial amount of busywork for staff, who needed to manually scan insurance cards and informed consent forms into the EHR, as well as enter data into the right fields. These challenges grew more pronounced with the emergence of COVID-19, which underscored the need to minimize the time patients spend in the clinic and to reduce the use of shared items like clipboards and pens.
The solution
Notable deploys ‘digital assistants’ that perform repetitive administrative and clinical tasks just like a human would, enabling Intermountain to engage more patients in need of care, while automating the manual and oftentimes complex workflows required for a typical patient visit. The experience is optimized for ease of use: patients do not need to download an app or create a log-in to complete the registration, and information shared from previous visits is automatically populated for patients to review and confirm.
