Virtua Health offers lessons in creating a Digital Transformation Office

Updated

Virtua Health is a nonprofit community health system with five hospitals, seven urgent care centers and 280-plus locations across South New Jersey and Philadelphia. It had an early start to digital technology that included the implementation of an integrated electronic health record across its inpatient and ambulatory campuses.

Virtua Health's successful "get human fast" online engagement platform propelled patients to interact with staff and clinicians expanded to virtual consultations, chatbots and RPM. The enterprise health system created six distinct service lines supported by the Centers for Disease Control and Prevention.

  1. Urgent Care Telehealth.
  2. COVID Inpatient Remote Patient Monitoring, or IPRPM.
  3. COVID Emergency Department Remote Patient Monitoring, or EDRPM.
  4. Care After COVID, or Long Haulers Program.
  5. Cardiothoracic Pre-Operative Introduction.
  6. Inpatient Warm Handoff to Outpatient Social Worker.

Virtua Health has had positive Net Promoter Score results. In other words, this customer research metric captured 75% of Virtua Health patients' loyalty and satisfaction, rating the telehealth programs as likely to refer people. Virtua Health's digital health tools earned an NPS score of 80 in high patient satisfaction. Outcomes for the telehealth programs also were positive.

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