Streamlining the Patient Experience Online

Ball in Maze

A few years ago Alicia Jansen, associate vice president at MD Anderson Cancer Center had a problem on her hands. As she explained at the SHSMD Annual Conference, potential patients were having a hard time getting that first appointment. In addition to being scared and emotional with a new cancer diagnosis, they had to jump through a lot of hoops to get something scheduled. There was a lot of back and forth as well as repeated paperwork. So Jansen decided to take on the project and make the experience better.

After analyzing the procedures and talking to the call teams, she decided to create an online experience that would make the process easier on patients and the clinics.

With the new site live and performing well, Jansen shared these keys to engaging and empowering patients online – and provided lessons learned:
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