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Key Learnings & Conclusions

October 2020 | Digital Innovation Group

A core part of Providence’s mission is that we recognize every interaction between patients and providers as a Sacred Encounter. These encounters were pushed, during the COVID-19 pandemic, out of their familiar spaces, in clinics and hospitals, and into new ones – patients’ own homes, video and phone visits, and even ‘conversations’ with chatbots. We quickly scaled virtual visit solutions, deployed home monitoring programs, enabled drive-thru testing, and innovated at every level of the organization to keep our patients and caregivers safe. In this tumult, patient encounters changed in innumerable ways, and the preservation of the Sacred Encounter remained as important as ever.

As we look toward the next normal, opportunities abound to rebuild and reimagine the Sacred Encounter. We as an industry are now equipped with more experience, better tools, and momentum towards new care delivery models, with which we can design experiences to better meet patients where they are.

This is the final report of the COVID-19 Digital Insight Series.


Sara Vaezy
EVP, Chief Strategy and Digital Officer, Providence
Matt Cohlmia
Executive Director Digital Strategy, Providence Digital Innovation Group

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