Health meets hospitality

UCHealth redefines future of health care by setting new standards of patient experience and innovation
January 26th, 2017
a woman is running at high altitude with mountains in the background
The home page for UCHealth’s new, patient-centered website is pictured above.

At UCHealth, we do things differently. We don’t just treat a person’s illness or injury; we care for the whole person, and we are committed to making the complex and complicated health care environment as simple and convenient as possible.

After 18 months of research, exploring exactly what patients would like to experience from their providers, UCHealth is announcing a renewed effort that focuses less on the traditional way of providing health care and more on a modern, personalized experience.

UCHealth’’s new logo represents a renewed effort to focus less on the traditional way of providing health care and more on a modern, personalized experience and holistic approach, helping patients stay healthy, not just healing them when they are sick or injured.

UCHealth’s hospitals and clinics are already ranked among the state’s and nation’s best for outcomes, quality and safety, and excellence continues to be our top priority. But, our research shows patients want more than just the best clinical outcomes. They want people-centric care, ease and innovation – customer services that will dramatically change how UCHealth provides care to patients and their families.

“Health care remains a step behind many other industries when it comes to putting people – our patients – first. We must adapt and innovate to improve this experience,” said UCHealth President and CEO Elizabeth Concordia. “Anyone can shop online, message with customer service representatives, compare goods with other stores, and pay for those products at 1 a.m., all from the comfort of their homes. Health care must innovate to match these expectations and improve the experience of our patients and their families.”

Initial services UCHealth is launching to provide better experiences include:

  • Virtual visit
  • Online scheduling
  • A new, patient-centered website
  • A new mobile app with numerous convenience features
  • A partnership with Uber to provide easier transportation
  • More transparency of medical record information through OpenNotes
    a man sits with a backpck and looks at the mountains. He is pictured on a mobile app.
    The log-in screen for UCHealth’s new mobile app is pictured above. The mobile app conveniently puts patients’ medical records at their fingertips, while they’re on the go.
  • Additional health information and inspirational patient stories online

“We are committed to redefining service and experience for those we serve,” said UCHealth Chief Marketing and Experience Officer Manny Rodriguez. “This won’t happen overnight. But we’re making a promise to our patients, communities and employees that we are working to improve their experience. We will improve every step of the process, from making it easier to find a provider and schedule an appointment to providing new ways for patients to get to one of our facilities and keep track of their health information.”

The new UCHealth app, launching in early February, will give patients the ability to refill prescriptions, communicate with providers, see their electronic medical record information, and schedule appointments, all from a mobile device. The app also will provide health news, healthy recipes and exercises, and inspirational patient stories.

UCHealth’s focus on personalized service and convenience also will promote a holistic approach, helping patients stay healthy, not just healing them when they are sick or injured.

“Providing excellent health care and outcomes is a requirement. But it’s not enough,” said Dr. Bill Neff, UCHealth chief medical officer. “Patients want and deserve to be cared for as individuals, with similar conveniences as they experience in hospitality and retail stores – both in person and online.”

The new UCHealth website launched on Feb. 1, the mobile app will launch shortly thereafter, and UCHealth’s partnership with Uber will begin this spring. OpenNotes is available for patients now, and virtual visits will be expanded this summer. Signs outside clinics and hospitals will gradually be replaced throughout 2017.

 

 

About the author

UCHealth is an innovative, nonprofit health system that delivers the highest quality medical care with an excellent patient experience. With 24,000 employees, UCHealth includes 12 acute-care full-service hospitals and hundreds of physicians across Colorado, southern Wyoming and western Nebraska. With University of Colorado Hospital on the Anschutz Medical Campus as its academic anchor and the only adult academic medical center in the region, UCHealth pushes the boundaries of medicine, providing advanced treatments and clinical trials and improving health through innovation.