How Rush transformed the patient experience with AVIA

In 2022, Rush University System for Health began a bold journey to reimagine the patient experience through digital and consumer-driven transformation. Led by CEO Dr. Omar Lateef, Rush envisioned a future where patients could seamlessly find, access, and manage their care with the ease and convenience seen in industries like air travel and hospitality.

To bring this vision to life, Rush partnered with AVIA to create and execute a comprehensive digital experience strategy. Together, they focused on building the capabilities, services, and business models needed to support Rush’s goals of accelerating outpatient growth and positioning the system as a leader in the digital healthcare consumer experience, both locally and nationally.

Hear from Rush

Paul Casey, Senior Vice President and Chief Medical Officer, and Ben Wolfe, Director of Digital Transformation, discuss Rush’s digital consumer journey to enhance patient care, improve access, and address health inequities. They highlight how Rush is leveraging digital technologies to create a “wow” experience for patients, from same-day specialty care to precision nudging for cancer screenings.

Key Outcomes in the First Year

As of July 2024

• Precision nudges: 700 new mammograms within the first 90 days of a breast cancer screening program.
• On-demand access: Same-day availability for specialties that competitors often take weeks to offer.
• Digital service recovery: 10% improvement in patient satisfaction scores related to appointment wait times – now at 95+ national percentile.
• Remote monitoring: 1,800 patients enrolled, and a 12% reduction in systolic blood pressure within the first 6 months of the program launch.
• Digital financial experience: 13M increase in cash collections.

Read the full case study to learn how Rush is leading the way in digital healthcare transformation.