2018 Winner Profile

Stanford Health Care

Project Description:
To reduce check-in lines, late arrivals and no shows at its clinics, Stanford Health Care took on a key initiative, as part of its digital transformation, to reimagine the patient check-in, way-finding and arrival experiences. Taking a patient-centered, design-thinking approach and leveraging its custom digital platform, the Stanford Health Care team streamlined its operations and provided a cutting-edge user experience for its patients. The result was eCheck-in, a streamlined check-in, way-finding and arrival workflow. eCheck leverages the patient-facing MyHealth digital platform, mobile applications and in-building location awareness to help patients find their way to the front desk and automatically check-in upon arrival at any of Stanford's 94 outpatient clinics. To date, Stanford Health Care has had hundreds of thousands completed eCheck-ins and estimates that each of these virtual check-ins has saved $3.50 in labor, resulting in savings of millions of dollars just in operational time savings. This has meant that Stanford can use its well-trained front-desk staff for other, high-value activities rather than requiring them to check in patients.
Business Goal:
Customer Experience, Operational Impact, Strategic Impact
Eric Yablonka, CIO
David Entwistle, CEO
Stanford, Calif.
Healthcare (e.g. Medical Services, Pharmaceutical, Biotech)
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