Steward Health Care is the largest private, for-profit healthcare system in the United States, with 4,800 providers, 38 hospital campuses and 25 affiliated urgent care provider locations. Steward is community-based and physician-led with 40,000+ employees in 10 states caring for 2+ million patients. Steward’s primary care providers generate hundreds of thousands of specialist referrals annually. Those referrals had been processed directly with payers or sent to the Steward Referral Team via emails, fax, portals and spreadsheets in a multi-step process that administratively burdened already busy primary care staff. Referrals are an important part of the care coordination so key to improving patient care. Steward needed to make referral management easier for providers and better serve its patients by matching them with specialists near their homes with availability. Steward will share how automated referral workflows improved efficiency, care coordination and patient satisfaction.
Adapt a patient-focused, user-driven approach to referral portal design
Construct a set of business rules to govern an automated referral workflow
Design a referral process that improves patient, PCP, specialist and administrator experiences
Select the data required to support referral workflow automation based on business requirements
Plan to roll out a new referral workflow to a large provider network