How do we embrace digital technology to amplify our reach beyond our patient care in most efficient and impactful ways? What makes digital services successful at Memorial Sloan Kettering, and other industries? Taking best practices from both internally and externally, we have created playbook to guide creators, stakeholders and project sponsors within the institution to make informed decisions when they are embarking on a journey of creating digital services.
There are many teams building digital tools and systems for patients as well as staff members. This guiding principles are made so that all those efforts are set up for success, and working towards greater vision of digital patient care.
How it’s made
This playbook is crafted based on two things; One is the collective voices of people within the institution – the vision, challenges that they have experienced over the past decade, and what could have worked better considering the unique environment at MSK. The other is the best practices of digital services that offer great user experience and systemic lift leveraging digital technology in various industries. Interviews with 18 internal creators, end-users of systems and leaders internally, and books and articles that are well respected in digital technology field have been the ingredients of this playbook.
The roadshow & impact
We took the materials to marketing, engineering, strategists and other builders to share the words so that they can start utilizing our learnings. How-tos and specific resources are added to make it more concrete. We have seen it being used in people’s thinking in projects (engineer’s are referring to this “remember to think how this data is being used in clinic!” during patient portal dev meeting)