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BEST USE OF SITECORE AS DXP

With new web portal, Dignity Health simplifies patient and provider experience

Dignity Health provides personalized portal to streamline patient and provider experience and reduce operational expense.

Industry

Healthcare

Region

North America

Sitecore Experience Awards 2018

Dignity Health’s new patient portal streamlines user experience

Dignity Health is made up of more than 60,000 caregivers and staff who deliver care to diverse communities in 21 states. It is the fifth largest health system in the nation and the largest hospital provider in California.

The non-profit recently created the Office of Digital to focus on providing an intensely positive and personalized patient and consumer digital experience. This focus drives growth that sustains Dignity Health’s mission while engaging and empowering individual consumers and patients as active participants in their health journey.

With Sitecore XP, the organization built a new website and implemented powerful capabilities including “Search and Schedule,” which makes finding a provider and scheduling an appointment as easy as booking a restaurant using OpenTable. Patients can find a provider based on symptoms, conditions, specialty or by name as well as by preference (i.e. gender, languages spoken, location).

By coupling Sitecore with an identity management solution, the newly built My Home area allows patients to build their health team, map relevant locations, pay bills, schedule appointments, request prescription refills, access clinical information, and securely message with their provider all in one place.

Challenge

  • Provide a positive and personalized patient and consumer digital experience
  • Reduce office calls by offering more self-serve capabilities on the site
  • Facilitate user navigation by integrating a search engine

Solution

  • Create “Office of Digital” team to focus on digital experience
  • Build “My Home” portal from which users can schedule appointment, order prescription, access pertinent information
  • Build a Search and Schedule function to deliver the best experience for patients while lowering operational cost and effort

Result

  • Providers enrolled in online booking: 162% increase YOY
  • Online Booking: 81% increase YOY
  • Primary Care Booking: 137% increase YOY
  • New Patients with commercial insurance acquired through online booking: 116% YOY
  • Search to booking conversion rate: 39% increase YOY

Products used

  • Sitecore Experience Platform (XP)
  • Sitecore Experience Database (xDB)
  • Sitecore on Microsoft Azure (PaaS)

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Platinum Solution Partner

Perficient Digital is a Sitecore Platinum Solution Partner, working with Sitecore since 2003 to create exceptional customer experiences. We blend the best of both worlds – the innovation and imagination of a digital agency coupled with the strategic insights and technical capabilities of our established consultancy, Perficient.