Sentara Wellbeing aligns its service provider and payer sides, with the patient at the center

Sentara Wellbeing aligns its service provider and payer sides, with the patient at the center


Sentara Well beinga health procedure serving Virginia and Northeastern North Carolina, has been through a transformation to what it calls A person Sentara – a strategic aligning of its service provider and payer corporations to create a seamless and reasonably priced working experience for its buyers.

THE Issue

Prior to the A person Sentara realignment, the treatment supply aspect and wellbeing prepare aspect functioned as practically two unbiased firms. That typically led to affected individual and member abrasion with duplication of products and services these kinds of as treatment administration.

It also contributed to a notion by individuals and associates that the health and fitness procedure did not “know” them.

“The A person Sentara transformation enables us to develop shared expert services that offer a superior-high-quality, shopper-centric and reliable working experience,” stated Tim Skeen, govt vice president and CIO at Sentara Health. “It truly is about producing health care interaction extra uncomplicated, seamless, personalized and inexpensive, from end to close.”


It is really vital to understand that the A person Sentara strategic alignment has at its center the buyers, Skeen discussed.

“They are the emphasis of all that we do,” he reported. “As an built-in healthcare delivery network, we realized we desired to a lot more closely align, and streamline, our shipping and delivery of treatment together with our healthcare coverage procedures.

“To this conclusion, Sentara is migrating from fragmented patient interactions to a holistic view of our people and members,” he continued. “People are not acute or ambulatory, they are just people today who want care. Usually the language of health care is baffling at a time when folks want clarity the most.”

To address this issue, Sentara is utilizing a scientific accessibility heart in which it has centralized scheduling, answering calls, and aligning a patient to the right scientific source and referrals.

“Coupled with the scientific obtain centre, we are utilizing an omnichannel expertise and desire management, which will allow sufferers to get the information they require from the channel they want,” Skeen noted. “We are viewing exceptionally favourable final results in write-up-experience surveys with our customers and patients as a final result of the changes we are implementing.

“Sufferers are no more time on maintain or left voicemail, they are talking to folks and getting the digital suggestions interactions they count on,” he ongoing. “Furthermore, as we put into action these advancements, we are uncovering numerous prospects for optimization and crucial procedures across our delivery procedure.”

Meeting THE Obstacle

The One Sentara transformation makes a have to have for a steady system for treatment management while enabling worth-dependent contract effectiveness for the integrated overall health procedure, Skeen stated.

“It is essential to don’t forget we are by no means finished when it arrives to enhancing the buyer experience,” he defined. “As desires alter, so will engineering, and we will need to continue to keep our fingers on the pulse to ensure we are efficient.

“Two critical strategic initiatives we have launched on our business data system contain the Client Details Hub and the Organization Details Cloth,” he continued. “The Customer Facts Hub will supply a protected 360-degree check out of the customer – encompassing users, patients or potential clients – to enrich our comprehension and interaction with them.”

Likewise, the Organization Facts Cloth will unify the various info resources, featuring instant access and enabling sophisticated analytics driven by AI and device mastering.

“These initiatives are developed to enrich details administration and governance, guaranteeing clean integration and entry throughout the organization and with partners and drive details-pushed decision-producing and extremely personalized client ordeals, location a new benchmark in company excellence,” Skeen mentioned.

Critical focuses incorporate:

  • Mastering shopper information, developing comprehensive profiles for superior engagement

  • Mastering supplier records, making certain healthcare professionals’ facts is meticulously managed

The goal is to transcend operational efficiency, fostering extra insightful conclusion-creating and a tailor-made tactic to capture client conversation.

“Also, we are investing in a genuine-time Buyer Practical experience Dashboard, offering feedback loops to zero-in on challenges and link operational leaders to suffering points,” Skeen discussed. “Our staff is targeted on acquiring the soreness details, offering on adjustments and supplying a steady opinions loop for advancements.

“As part of Sentara’s company-wide aim on purchaser expertise, we have re-platformed our total consumer experience system with the latest technologies,” he additional. “This includes digitizing all pre-arrival paperwork, registration and questionnaires to make the original interaction approach a lot more seamless and streamlined.”

A handful of important illustrations of other modifications consist of employing new massive language model platforms to route patient inquiries to the suitable queues and lessen supplier burnout. Staff members are renovating the total obtain digital working experience for much larger versatility with appointments and rescheduling.

“We also are redesigning our communications to support queueing affected individual requests in opposition to the correct resources,” he observed. “For case in point, pharmacy refills go to a specialised workforce and rescheduling is handled in our new Medical Entry Middle – liberating clinicians to emphasis on individual treatment.

“Using exterior knowledge to enhance our clinical knowledge to attain a fuller image of our patients and members is crucial to our mission,” he ongoing. “We are incorporating social determinants of wellness info in a variety of our initiatives each in the group and in just the system.”

Sentara Health employs publicly obtainable details like census facts and applies it to geocoded analysis to look at the properties of its patients, associates and communities. It also incorporates knowledge from 3rd-celebration aggregators that use broader SDOH facts to include certain predictors of possibility across a range of ailments like diabetic issues and congestive coronary heart failure, as very well as particular situations like ED visits and hospitalizations.


“2023 was an fascinating year for all of us in this article at Sentara, and we are equally thrilled about what 2024 retains for us,” Skeen claimed. “We produced our new strategic system, ‘One Sentara: Our Way Forward,’ with the goal to build a simple, seamless, particular and more cost-effective practical experience for all those we provide.

“A important element of this exertion was the institution of a new division, the Transformation Business office,” he famous. “This business serves as a hub for driving change, fostering innovation and ensuring initiatives are aligned with strategic priorities. We imagine this place of work will be instrumental in serving to us build a wellness program that is even extra buyer-centered and field-top.”

Locations in which Sentara Health and fitness has by now found results, in accordance to Skeen, incorporate:

  • Structure. Challenging-wired capabilities across the firm have resulted in improved transparency and accountability with the implementation of uniform equipment and processes for all assignments. This incorporates producing infrastructures that purposefully carry with each other the affected person and member ordeals.

  • Engagement. Leaders from throughout the business have occur collectively to ideate, plan and apply initiatives such as launching a systemwide ideation instrument. Also, launching new cultural characteristics that align with the new strategic prepare.

  • Investing. A foundational functionality to provide clients and members. From these foundations the wellness method is enabling new styles of care and extra seamless interactions, and minimizing administrative anxiety in places like monthly bill spend, lab scheduling, decreasing paperwork and setting up an engagement centre.

Assistance FOR Other folks

“Have interaction your staff users broadly and deeply to identify options to reach the system,” Skeen recommended. “The approach simply cannot be executed in a silo with a compact established of leaders provided the vital dependency on organizational improve management and lifestyle transform.

“Develop a prioritized portfolio of initiatives rated by business and monetary benefit,” he extra. “Instill a perception of urgency to execute on the optimum valued initiatives focused on early wins although using a multi-year solution to accomplish in depth transformation.”

Stick to Bill’s Hit protection on LinkedIn: Bill Siwicki
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