Banner Health consolidated its patient interaction tactics onto one platform two years ago, a digital strategy that became necessary when COVID-19 vaccines became accessible. Since technology is no longer siloed, the new digital strategies enable the provider to revolutionize care delivery.
- Automation: After the Pfizer vaccine was first approved in December 2020, Banner Health was designated as a Vaccine Delivery Help Center. It needed workflow automation at a time when there was little operational guidance on how to run mass-scale vaccinations for COVID-19.
- Initiations: Operations were launched in two days, using Luma Health’s engagement platform that was already in place at the health system, according to Jeff Johnson, vice president of Innovation and Digital Business at Banner Health, headquartered in Phoenix, Arizona. The results were 45,000 appointments in five states, 100,000 messages about appointment reminders and an 87% completion rate.
- Opportunity: “On the vaccine front it was a huge opportunity,” Johnson said. “Customers signed up online and did all the pre-visit work through the Luma platform. We were able to digitize into an online form.” At drive-up vaccine sites, patients rolled down their car windows and healthcare personnel scanned a code on the form. “We saw a 50-100% increase in through-put,” Johnson said.
- Telehealth: The platform helped deploy telehealth to all Banner Health providers. The revenue cycle has become more of a seamless, digital experience. Other digital products include a triage tool on an app. “Every one of our Banner physicians is able to conduct telehealth visits,” Johnson said.
- Deployment: Banner Health deployed an AI triage tool symptom checker that is able to understand symptoms.”We don’t only use it to help customers understand what’s wrong with them. We direct them to an appropriate place of care,” Johnson said.
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