Modernizing the Patient Experience with an All-in-One Solution

A leading US healthcare provider turned to 3Pillar Global’s extensive expertise in creating a unified patient portal. Their goal was to enhance patient experience and operational efficiency, addressing critical needs in a complex healthcare landscape. This project reflects a broader national trend highlighted by the 2022 symplr Compass survey, which found that many large health systems are burdened by fragmented operational solutions. These inefficiencies reduce technology return on investment (ROI) and place significant strain on clinical and administrative staff.

The survey indicates that nearly 60% of respondents use over 50 separate software solutions to manage daily tasks, including workforce management, provider data management, contract and supply chain management, facility access, and quality, safety, and compliance. By partnering with 3Pillar Global, our client sought to consolidate these disparate systems into a cohesive, efficient platform, leveraging our expertise to drive better outcomes and streamline their operations.

The company experienced operational strain due to disparate systems for patient management. Prior to the solution, patients had to navigate multiple platforms to complete tasks such as scheduling, medical records access, bill pay, and communicating with their healthcare providers. This fragmentation resulted in a poor user experience and unnecessary administrative costs.

The frustration was palpable. Clinic managers would have to field a high volume of phone calls for appointments and inquiries, which could have been resolved through a consolidated digital platform. Further complicating matters, the existing systems didn’t serve the unique needs of the company’s federated model.

These internal and external considerations prompted the company to engage 3Pillar Global to develop a comprehensive patient portal. The initial discovery phase identified the project’s critical needs and goals. The company set out to streamline patient interactions, reduce administrative burdens and improve overall user satisfaction.

The default patient portals that many EMRs have built are exactly right in theory: a single platform where the patient can complete all necessary actions and view information. Scheduling appointments, video consultations, accessing medical records, paying bills – it should all be easy and accessible.

However patients and staff did not find the portal intuitive to use or customized enough for their particular needs. 3Pillar brought its product and design resources to the problem, designing a new system with everyone’s needs in mind. Navigating the platform feels intuitive regardless of technical literacy skills. The emphasis is on ease of use, with a design that minimizes the learning curve.

3Pillar ensured that the new platform is fully integrated with the existing Electronic Health Record (EHR) systems, creating a smooth flow of data. Real-time data synchronization ensures information is always up-to-date, while robust security measures keep everything safe and HIPAA compliant.

This platform is proof that peace of mind and growth don’t have to be at odds. The solution is built with scalability in mind. As technology advances and healthcare needs evolve, the system can adapt to incorporate new features and functionalities. Think: medication management.

By focusing on these core features, the 3Pillar Global team set out to create a patient portal that empowers patients to take control of their health journey —  and helps office staff support this goal. It’s a future where healthcare management is convenient, secure, and accessible to all.

The project hit the minimum viable product (MVP) milestone and was introduced to a number of the company’s care centers. Since then, the client has reported the following qualitative and quantitative results:

1. Widespread Adoption: The company rolled out the patient portal to 150 care centers nationwide in the first 5 months.
2. Expansion into Fertility Services: Based on the success of the initial rollout, the company has re-engaged 3Pillar Global to expand the portal’s functionalities into an adjacent business line. This move highlights the firm foundation of trust and satisfaction we worked so diligently to build.
3. Positive Feedback: Both patients and healthcare providers have indicated how the portal has made a meaningful difference.
   “I wanted to take some time to say thank you for all your hard work over many, many months to get us to this launch,” says the company’s Product Leader. “Your individual contributions are seen and appreciated — there is no way we could have gotten to this point with so much excitement across the company without each of YOU.”
4. Improved Patient Experience: A single platform has eliminated the headaches associated with managing multiple apps and log-ins. The convenience of scheduling appointments online appeals to a lot of patients and has helped take the pressure off office staff.

Your healthcare solutions partner, 3Pillar Global is here to help you solve tough challenges with scalable innovations. Contact us today to speak with a 3Pillar expert.