After a healthcare system went through a merger, they launched a project to consolidate Find a Doctor websites to improve the patient experience. However, they faced provider data inconsistencies across the siloed organization and lacked a central “source of truth” for their provider data.
To ensure data integrity and support their need for a better provider search, the healthcare system embarked on an initiative to create a network-wide Enterprise Directory to store and manage all provider information in one central location.
Utilizing Phynd, a provider data management and search platform, and working closely with Phynd, they were able to aggregate data in a consistent way and map previously disparate data elements such as location and network details to providers to drive a modern consumer search experience. This Enterprise Directory became the foundational provider data source for the healthcare system’s eight external-facing websites, online scheduling, and several ongoing digital initiatives such as deploying an industry leading app.
Having accurate and consistent data was vital to connecting patients to providers. Following the initial Phynd implementation and physician feedback, the client identified a need to standardize specialty and provider data in a different way and resolve an outstanding data issue backlog.
Once the Enterprise Directory went live and began delivering improved website search results, stabilizing and optimizing the directory became a high priority for the healthcare system’s leadership. The client identified key opportunities for improvement, including:
- The need to align on taxonomy across the enterprise
- The need to strengthen communication across the different business units
- The need for guiding business rules regarding decisions impacting search results
The client tasked Sendero with stabilizing the directory’s current state and optimizing its data to improve the consumer search experience.