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CIOs at the top 20 health systems cited investing in consumer-facing technology and virtual care as top initiatives. Center for Connected Medicine, in partnership with the Health Management Academy, "Top of Mind for Top U.S. Health Systems 2018," December 2017. A superior customer experience doesn't just strengthen patient engagement — it also correlates to 50% higher hospital margins. Accenture, "Insight Driven Health Patient Engagement: Happy Patients, Healthy Margins," 2015. 2. Focus on Workflow Efficiency Improves Patient Engagement and Satisfaction. "Everyone — including patients — has to find value in the care delivery experience. Our group practice is committed to workflow transformation and deploying technology to ensure our patient interactions are natural and easy. "We're in the top 15% of the country in patient satisfaction (scores). We got there by focusing on the 3 U's: Useful, Usable and 'U' (You) have to develop trust. Patients need to trust that they'll get quality care, their data is safe." IT leader of multi-specialty group of 500 providers in Northeastern U.S. 3. Positive Patient Experiences Drive Payment. "Our hospital network is moving into a situation where we are competing with our own payors in the billing area. We compete because the patient is being contacted by multiple organizations — and this can impact a positive patient experience. For example, one of our largest payors is starting to provide direct virtual care service to our members. It competes with our own internal offering. All of our current systems are based on billing. We need to move from being 'billing focused' to 'patient focused.'" Innovation, digital strategy and digital health leader of 13+ hospitals in Northeastern U.S. 4. Virtual Care Improves Patient and Provider Satisfaction. Reimbursement Issues Remain. "We are a small rural hospital and our home health agency has been monitoring patients for three years without reimbursement. Will home monitoring improve outcomes and patient safety? Yes, and it's working for us. It's a given that we'll keep providing virtual care options even without reimbursement." CIO of health system of 25 facilities in Midwestern U.S. © 2018 Lenovo. All rights reserved. Lenovo is a trademark of Lenovo in the United States, other countries, or both. Intel and the Intel logo are trademarks of Intel Corporation in the U.S. and/or other countries. All other trademarks are the property of their respective owners. V1.00 October 2018. For more information, visit

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