A case study of our rapid and successful deployment at Mercy Love Women’s Center

Imagine deploying a patient experience platform that enhances patient satisfaction and can improve hospital efficiency in just 48 hours from being live. Sounds impossible, right? Well, that’s exactly what we did at Mercy Love Family Women’s Center, a leading hospital in Oklahoma City, OK.

Project Background

The Mercy Love Women’s Center project was unique and challenging for several reasons. First, the hospital was undergoing a major renovation and expansion, which meant that we had to work around the construction schedule and the limited space available. Second, the hospital had a tight deadline to launch the platform before the opening of the new wing, which was scheduled for the first week of April 2024. Third, the hospital had high expectations for the quality and performance of the platform, as it was part of their strategy to enhance their reputation and attract more patients.

To meet these requirements, our team worked with Mercy Love Women’s Center to define the “must haves” for go-live and build a plan to achieve this goal. The solution was to install Oneview’s Guest Mode using the CloudStart environment. This allowed the hospital to get the functionality needed while using a cloud environment to deploy. Both teams also agreed to scale up the support to maintain the strict timeline.

Once the project plan was determined, we outlined the deployment process including site assessment, hardware installation, software integration, testing, training, and then ultimately, the launch. Each step requires careful planning, coordination, and execution to ensure a smooth and successful outcome.

Deployment Process

To meet the challenge of deploying our platform in 8 weeks, we had to prepare, execute, and collaborate effectively. Here are the 3 main pieces needed to achieve this goal.

1. Preparation: We started by conducting a thorough site assessment and creating a detailed deployment plan. We also provisioned the hardware and software components in advance, ensuring that they were compatible and ready to go. Communication with the hospital staff was key to keep them informed on the deployment schedule and the benefits of the platform.

2. Execution: We worked in teams of two during the installation process, each responsible for a specific area of the hospital. Our CXP Hubs were installed on every television. They were connected to the power and network outlets and configured to the Pillow Speakers. We integrated the software application with the hospital’s existing content systems, such as television, movies on demand, calming content and informational content from the hospital. Each device and software function were tested separately to ensure that they were working properly. We completed the installation and integration process, and the system went live on Monday 8th of April.

3. Team Effort: We could not have achieved this rapid deployment without the collaboration and teamwork of the hospital staff and our team. We worked closely with the hospital’s IT, facilities, and clinical teams, who provided us with the necessary access, support, and feedback. We also worked with hospital staff on how to use the platform and how to troubleshoot any issues. This was all successful in part to the professionalism, efficiency, and quality of work.

We believe the installment of this platform will have a significant impact on the patient experience and the hospital efficiency at Mercy Love Women’s Center. Looking forward, here are some of the benefits that the platform provides.

Key Achievements

We are proud of the results we achieved in this project. Here are some of the key achievements we want to highlight.

• The contract was signed on February 2nd and we met the project deadline by launching by April 8th the opening of the new wing
• The customer has really embraced the ‘Crawl, Walk, Run’ ideology of this implementation. They are now in an excellent position to easily expand their functionality and the value the platform can deliver.
• Throughout the deployment process, we maintained a high level of quality and performance. We installed and integrated the platform without any major issues or errors. During this deployment, we were also able to release new innovations and improvements to the platform, such as a new user interface design, a new feedback feature, and a new analytics dashboard.
• The hospital staff reported that the platform was easy to use, reliable, and helpful. Patients have expressed that the platform helped to enhance their satisfaction, comfort, and engagement. They enjoyed the information, entertainment, and communication services.

The Future

• Patient Experience: Our platform helps to improves their patient experience by providing them with access to information, entertainment, and communication services and assistance features. This empowers patients to take control of their own care, to stay informed and entertained.
• Scalability: By now being in installed, we will be able to extend the functionality at a pace that the hospital is comfortable with. This leads to the potential of unlocking the ability for patients to communicate with their loved ones and caregivers.
• Real-Time Feedback: Our platform also enables patients to provide feedback and request assistance, which helps them to express their needs and preferences, and to receive timely and personalized care.
• Hospital Efficiency: Now that the platform is installed, we can start tracking analytical operational data on how the platform is being utilized by patients. The width of data will expand as further features are implemented.

Through hard work, scaled expectations, and thorough communication, we are proud to say that we successfully deployed our patient experience platform at Mercy Love Women’s Center in 8 weeks. We demonstrated our ability to deliver a high-quality and high-performance platform in a short time and in a challenging environment. This would not have been possible without the hospital staff, their collaboration and support.

Although this go-live brought a scaled down version of our full Care Experience Platform (CXP), this implemented opened the door for easy upgrades, faster innovation, and less complex support in the future.