Imagine a world where your smart phone—and a nurse connected to it—can determine the level of care you need for a health concern before ever leaving the house. Or envision an urgent care visit where, upon your arrival, you are registered in the time it takes to walk to the exam room—and are out the door in less than an hour. While healthcare providers have been adjusting to the realities of consumerism through transparency initiatives and pricing strategies, MultiCare Health System in Washington state is meeting the challenge through disruptive innovations that add location, access, and lifestyle to the mix. MultiCare’s specific strategy, dubbed “First Touch,” goes far beyond the hospital and emergency department to reach patients where they live, work, and shop.MultiCare’s retail and virtual health channels are aimed at establishing that “first touch” with consumers. And these 2.0 strategies offer a variety of healthcare options at lower cost. They include:
- Walk-in clinics in Rite Aid stores
- Virtual online healthcare visits with a clinician
- E-care sessions with an advanced practice nurse
- Urgent care clinics
Redefining the Patient ExperienceChristi McCarren, senior vice president of retail health and community based care at Multicare, shares these lessons learned:
- A “retail understanding” does not happen on its own. Look to innovators in other industries to help refine your efforts.
- A complete carve-out of retail support services will reap the greatest success.
- In terms of finance, a retail corporate allocation is critical instead of the traditional hospital-based cost center approach.
Make the Connection!In the March/April 2017 issue of SHSMD’s Spectrum newsletter, McCarren discusses MultiCare’s vision to touch 1.3 million lives by 2020.
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