Enabling the Digital Healthcare Worker

Camille Wellard, Senior Director of Internal eBusiness, Intermountain Healthcare
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Camille Wellard, Senior Director of Internal eBusiness, Intermountain Healthcare

Enterprise IT complexity is increasing due to factors such as no mobility, bad usability, multiple logins, functional overlap, too many features, and lack of integration. These complexities contribute to decreased productivity and engagement of caregivers (all employees at Intermountain Healthcare are caregivers). At the same time, workers are increasingly tech savvy. They use their own technology to carry out work responsibilities and expect a consumer-like experience in the workplace.

In 2007, with the release of the iPhones, we saw the rise of digital consumerism and the beginning of the age of the empowered consumer. Today caregivers expect the same functionality and access to information at work as they do in their personal lives. With so many tools, a wealth of content and limited resources, it can feel like there are more problems than solutions to tackling enterprise mobility and providing easy access to enterprise content.

Enterprise Content in Healthcare

In healthcare, information chaos is experienced routinely by physicians. This is not just inconvenient, annoying, and frustrating; it has implications for physician performance, satisfaction, and patient safety. We recently surveyed caregivers at Intermountain Healthcare to better understand where to focus resources to improve enterprise tools and provide better access to the information they need to complete their jobs.

  As we prioritized areas for improvement in the enterprise, it was clear that mobility was a priority for delivering content to caregivers 

Caregivers were asked which areas they felt were most important to address in the enterprise. The top 5 areas identified were:

1. Remote Access - Accessing information away from the office
2. Document Management - Developing, tracking, managing, and retrieving documents
3. Search Capabilities - Finding information quickly and accurately
4. Mobility - Accessing tools on a mobile device
5. Caregiver Intranet – Accessing enterprise content and caregiver resources

To address these priorities, business and IT leaders came together, identifying initiatives and building the foundation for a digital workplace.

Mobile Productivity and Access to Enterprise Content

Accustomed to a high quality experience using consumer technology, caregivers expect similar convenience, simplicity and performance in their mobile work life. Mobile technology has changed our expectations of productivity in the enterprise.

As we prioritized areas for improvement in the enterprise, it was clear that mobility was a priority for delivering content to caregivers. Our mobile strategy was two-fold. First, we optimized existing web based content to be mobile responsive and accessible on any device. Second, we developed an employee focused mobile app.

To ensure we focused on access to the right information and tools to improve mobility, we conducted focus groups. We learned that:

• Caregivers start and end their days looking at their mobile devices. They check their schedules for the day and view and respond to emails.
• Caregivers want access to timely information such as notifications of approvals, daily specials for the café at their facility, and discounts available through the employee discount program.
• Caregivers wanted quick access to information they need to get their job done such as help content for key systems they use and corporate policies, procedures, and guidelines.

When we released the first release of the caregiver mobile app, we ensured it had the key tools and content that was accessed frequently. By incorporating caregiver feedback and using analytics to help determine priorities, we were able to deliver a high value app that was quickly adopted and incorporated into daily work processes.

In the caregiver mobile app, our caregivers have mobile access to enterprise content including organization news, knowledgebase help content, directory, and enterprise search. This allows caregivers to quickly access the information they need when and where they need it.

Lessons Learned

In order to enable digital workers and deliver mobile solutions that meet caregiver’s needs, both business and IT leaders had to come together to prioritize efforts and work together to deliver solutions. We learned that engaging users early and often helped ensure successful adoption and utilization of the tools. Finally, we learned that mobility and providing anywhere, anytime access to enterprise content is an unfulfilled need in the enterprise.

As enterprise mobility, the Internet of Things and other modern revolutions make their way to the enterprise, it’s important for leaders to proactively prioritize enterprise needs. It’s time to mark the beginning of the age of the empowered caregiver.

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