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Case Study: Virtua Health
How a Top '100 Most Wired' Health System Links Call Center with Website
Organization
Virtua Health is a non-profit, multi-hospital healthcare system headquartered in Marlton, New Jersey. Virtua Health's mission is to deliver a world class patient experience through its programs of excellence in women's health, pediatrics, cancer, cardiology, orthopedics and geriatrics. Virtua consists of four hospitals and has distinguished itself as one of the first Six Sigma organizations in health care, as an early adopter of clinical and digital technologies, and for its innovative partnerships with nationally renowned organizations.
For five straight years, Virtua was named one of the 100 Most Wired health systems in the nation by the American Hospital Association. This study measures hospitals on their use of information technologies to connect with patients, employees, physicians and nurses, and health plans.
Challenge
Increase utilization of Virtua Health's services and physicians with a web-based application.
Benefits of Sharp Focus for the Net®
"We use Sharp Focus for the Net to power our website's 'Find a Physician' feature" states Eileen O'Brien, MS Director of eMarketing and Call Center Communications."
Website: www.virtuahealth.org
Advantages:
- One database: one central dataset for both phone and website interactions from one central source
- Real time updates: as edits are made to physician profiles, changes are made concurrently on the website
- Consistency: consumers are given the same infor mation over the phone that the find on the website
- Access: web users have 24/7 access to physi cian profiles and may request call backs
- Physician visibility: physicians like the opportunity to feature their photo and link to their website
Results
- Increased web traffic: "The functionality of these features drives traffic to our site," explains O'Brien. Almost 4% of our total monthly hits use data powered by Sharp Focus for the Net."
- Expanded use: "We've also applied Sharp Focus for the Net to our "find a physician" resource on our Intranet. It gives us the same advantages plus allows us to display additional information such as physicians' beeper numbers."
"We use Sharp Focus for the Net to streamline and consolidate the efforts of the call center and the web team" explains Director O'Brien. "It provides us with an easy and integrated way to communicate with consumers. We wouldn't be without it!"
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