The Dartmouth-Hitchcock healthcare system includes Dartmouth-Hitchcock Medical Center, Dartmouth Medical School, Children’s Hospital at Dartmouth, Norris Cotton Cancer Center and Community Group Practices located throughout New Hampshire.
In 2002, Dartmouth-Hitchcock implemented a CMS (WebBuild) in an attempt to standardize its Web presence. The landscape, however, remained fragmented and departments continued to develop their own Internet presences, outside of the CMS. The small team of two full-time employees was unable to provide much content oversight or implement a strategic vision for the sites. In 2004, the “e-DHMC” initiative laid the groundwork for future success, which included:
Three of DHMC’s early and noteworthy accomplishments include:
DHMC Transparency Initiative
Began in 2002 with the premise that “DHMC should be a national leader in providing information to the patients and the public it serves regarding key quality and cost outcomes as well as information on health and healthcare to promote patient decision making.” Rather than being dependent upon others to share and explain our information, DHMC wanted to be in control of information sharing in order to:
Charges for Health Care Services
Provides a centralized portal for charge information, personalizable data, contact information, and third party comparison, all oriented to the patient population. The site includes costs associated with doctor’s office and ED visits, diagnostic tests, surgeries, procedures, medical conditions and hospital stays.
Provides more personally-relevant information and allows patients to self-serve information at any time. User testing showed that breaking the flow down into distinct steps helped users understand the process. A phone number is present on every page as a call to action and a reminder that you can call for assistance. Search tool that groups results by department, pages, specialists, Health Encyclopedia information, events, quality reports and more.
From these early DHMC initiatives, other organizations have learned that:
In 2011, DHMC has:
After investing a tremendous amount of time, energy, and money into developing a standardized Dartmouth-Hitchcock Web site, DHMC Web leaders recognize that the landscape has changed considerably. While a large institutional Web site will always have its place, the future is in delivering the content that users want – in the way they want to consume it — instead of relying upon users to visit the DHMC Web site. This means, DHMC and other Web leaders must focus efforts on: