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In a Business of Healthcare/SHSMD collaborative video and podcast, Mark Jannone, senior director of Banner Health's Banner Innovation Group, described Banner's digital triage pilot that increased Banner's Net Promoter Score (NPS) among patients participating in the pilot by 40 percent, reduced inappropriate emergency department (ED) visits by 35 percent and almost halved ED wait times. This is one of the Innovation Group's projects to promote health while increasing patient recruitment and engagement, supporting Banner's business development endeavors.

Reducing inappropriate ED use and patient frustration

The app asks users about their symptoms and determines the relative urgency of the case, with a 92 percent triage accuracy from this information, the artificial intelligence tools guides the user to the ED, urgent care or primary care.

After directing the user, the app acts like a virtual concierge. "Right from the app, you're able to schedule a primary care appointment or launch a telemedicine visit," said Jannone. "If urgent care is the appropriate site, [it] will tell you where the closest urgent care center is, and, if it happens to be a Banner location, it puts your name in the queue right at that point."

If the patient goes to the ED, Banner offers and ED app which lets users pre-register, enter the queue even before they arrive, get directions and parking information and even see pictures of the right entrance. Once at the ED, users get text messages with wait time information, both to see a provider and for lab or imaging work. 

According to Janonne, users appreciate this convenience. "We've seen a 40 percent improvement in Net Promoter Scores for people that have utilized our chatbot tools." He noted that people who give companies high NPS scores are more loyal, more forgiving if things do go wrong and actively promote organizations that have earned their loyalty. 

Innovation to support growth and loyalty

The Banner Innovation Group includes an Innovation Lab that uses an empathy-driven design cycle; Banner Venture Group, an investment funding arm that monitors the market for promising innovations, introduces them into Banner's ecosystem and evaluates direct investment opportunities and a third part focused on culture. This third team's goal is to foster innovation throughout Banner "through sharing our strategic imperatives and our industry forecasts as well as training and collaborating with our colleagues," said Jannone.

The group is exploring ways to use "nudges," context-sensitive information or suggestions that help drive positive behaviors. For example, the company anticipates developing an app that patients who have completed bariatric surgery or diabetic patients that have dietary restrictions can use in restaurants. It would provide online menus and nutritional information and use location-based services to suggest what they should eat based on their dietary restrictions.

Banner Health's Banner Innovation Group is also exploring applications for obstetrics in its market which is anticipating double-digit OB growth. One of the things the team is doing for moms-to-be is developing a digital messaging tools that:

• Informs them about what to expect on a weekly basis.
• Provides personalized education and care navigation.
• Encourages those with high risk pregnancies not to miss their appointments.
• Remotely monitors blood pressure.