Banner Well being unifies affected person engagement methods into one platform

Photograph: Marko Geber/Getty Pictures

Two years in the past, Banner Well being unified its affected person engagement methods into one platform, a digital method that turned a necessity when COVID-19 vaccinations turned out there.

After the Pfizer vaccine was first permitted in December 2020, Banner Well being was designated as a Vaccine Supply Assist Middle. It wanted workflow automation at a time when there was little operational steering on methods to run mass-scale vaccinations for COVID-19.

Operations had been launched in two days, utilizing Luma Well being’s engagement platform that was already in place on the well being system, in keeping with Jeff Johnson, vp of Innovation and Digital Enterprise at Banner Well being, headquartered in Phoenix, Arizona. The outcomes had been 45,000 appointments in 5 states, 100,000 messages about appointment reminders and an 87% completion price.

“On the vaccine entrance it was an enormous alternative,” Johnson mentioned. “Clients signed up on-line and did all of the pre-visit work by means of the Luma platform. We had been in a position to digitize into a web based type.”

At drive-up vaccine websites, sufferers rolled down their automotive home windows and healthcare personnel scanned a code on the shape. “We noticed a 50-100% improve in through-put,” Johnson mentioned.

Digital outreach reminded sufferers of their vaccination appointments, which decreased no-shows. The digitized paperwork minimized bodily contact and elevated the pace of operations. The knowledge was then fed into the digital well being system.


Past COVID-19 vaccinations, the brand new digital methods are permitting the healthcare supplier to vary care supply as a result of the expertise is now not siloed, in keeping with Johnson.

The platform helped deploy telehealth to all Banner Well being suppliers. The income cycle has turn into extra of a seamless, digital expertise. Different digital merchandise embody a triage instrument on an app. 

“Each one in every of our Banner physicians is ready to conduct telehealth visits,” Johnson mentioned.

Telehealth companies deployed in Wyoming helped to proceed care when a snowstorm hit. No-shows had been a difficulty the well being system wished to unravel. Within the space of MRIs and imaging, no-shows dropped off by 20%. Sufferers had been informed forward of time what to anticipate and to return ready, similar to directions on not sporting make-up or deodorant.

The discount in no-show charges was partly a results of participating the affected person, Johnson mentioned.

“I believe prospects as we speak anticipate an actual versatile service whether or not (it is) healthcare or not,” Johnson mentioned. “We attempt to talk with sufferers in no matter medium is finest for them. We have interaction loads in chatbox. We’ve a strong cell app, the place they will view and use the affected person portal. There are nonetheless individuals who nonetheless need a cellphone name.”

Banner Well being deployed an AI triage instrument symptom checker that is ready to perceive signs.

“We do not solely use it to assist prospects perceive what’s flawed with them. We direct them to an applicable place of care,” Johnson mentioned. “Oftentimes, we are able to de-escalate to a telehealth go to.” All of this helps with efforts to take value out of the system.

The platform has gone over effectively with the operations group, and the C-suite is onboard.

“It is a actually thrilling time,” Johnson mentioned. “I believe it is also thrilling to see our hospital directors actually embracing this instrument. It is not pulling enamel. The group has rallied round digital instruments for higher care and buyer expertise.” 


Banner Well being had already decided to make a big digital funding in client expertise when the pandemic took maintain. 

“I believe COVID accelerated some components of that technique,” Johnson mentioned. 

Banner Well being is among the many largest nonprofit well being methods within the nation, working in six states, and can be one of many largest employers in Arizona, with over 50,000 workers. 

Luma Well being has been rising since its founding in 2015. In November, the corporate introduced $130 million in Collection C funding, bringing the full raised to $160 million. Final yr, the seller debuted its end-to-end vaccine supply and operations.

Twitter: @SusanJMorse

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