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Strengthening Patient Digital Experience: A Case Study on NYU Langone Health
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Healthcare & Hospitals
- Life Sciences
Applicable Functions
- Logistics & Transportation
- Quality Assurance
Use Cases
- Autonomous Transport Systems
- Vehicle-to-Infrastructure
Services
- Testing & Certification
The Challenge
NYU Langone Health, a premier academic medical center, was faced with the challenge of finding a platform that could deliver important health messages to millions of patients across individualized care journeys. The rapid shift to digital healthcare, accelerated in the last 2 years, created complex challenges for healthcare providers. For NYU Langone Health, it meant prioritizing patient experience at every stage of the healthcare journey. The organization, which includes several hospitals and hundreds of ambulatory locations, had to navigate formidable challenges to continue delivering quality care. The array of patient journeys varied widely, requiring digital journeys to be flexible and intuitive, while also accounting for issues like security, regulatory compliance, language, and more. The challenge was to build a solution that could tackle all these considerations.
About The Customer
NYU Langone Health is a premier academic medical center with 350 locations across the New York metro area. It is ranked as the 8th best hospital in the country by US News & World Report. The organization includes several hospitals and hundreds of ambulatory locations, guiding people through everything from standard care, like seeing a primary care physician, to multifaceted experiences, like cancer treatment. They had already spent years setting out a digital infrastructure for patient experience and had been actively evaluating a scalable solution to orchestrate and deliver vital communications to patients.
The Solution
Twilio Messaging was the first step in NYU Langone Health’s digital evolution, offering the scale to reach millions of patients with critical care information, like appointment reminders. In the midst of the COVID-19 pandemic, they began testing Twilio’s Messaging product to reach millions of users with crucial care information. They developed a fully integrated platform that consolidates insights from multiple systems to create contextual, meaningful engagement with patients at every stage of their unique healthcare journey. Today, NYU Langone uses Twilio services for far more than simply sending messages: they’ve integrated it into their digital experience infrastructure to deploy smart, timely, and relevant communications that fit each patient’s unique needs. One example of this implementation can be found in NYU Langone Health’s radiology department, whose Twilio-integrated platform auto-generates reports listing appointments and orders, keeps staff up-to-date, and uses historical data to help inform future communication sent to patients.
Operational Impact
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