Technology isn’t new to the healthcare industry, but the pandemic demanded advancement at dizzying speeds. Both short-term needs, long-term plans, and consumer demands drove changes country-wide, including Fayetteville-area facilities. 

Local hospitals, clinics, and medical facilities added or improved technologies to stay viable and prepare for the new post-COVID normal. A 2020 McKinsey report suggests they made a sound business decision. It found companies that invest in innovation during a crisis outperform non-innovators by 10 percent during the crisis and up to 30 percent in the years following. 

These three organizations found their investment in technology not only served them well last year but improved their business operations for the future. 

Cape Fear Valley televisits bring comfort

The growing telemedicine trend boomed when COVID-19 shut clinics nationwide, connecting providers with their patients when in-person visits weren’t a safe option. 

It was no different at Fayetteville’s Cape Fear Valley Health System, North Carolina’s eighth-largest health system serving more than one million patients every year. It offers MyChart and CareLink to its patients and the community. 

But it also took a twist on telehealth with the addition of the televisit. Cape Fear Valley created an app called Connect2Family to help hospitalized patients visit with their families during the pandemic shut down.

COVID-19 safety protocols meant bedside visits were out, but the proven positive health impacts of visitations hadn’t changed. Nurses were playing mediator with their personal devices on top of performing the high-demand duties of nursing. 

To adapt, Cape Fear Valley launched Connect2Family last summer.

“We wanted to make sure that the families could connect with their loved ones and that we could provide updates on how they were doing, so the Connect2Family app was the best way to do that, said Kelly Steere, chief nursing officer at Highsmith-Rainey Specialty Hospital.

The app uses videoconferencing technology in a simple, user-friendly application. Nurses can schedule visitations and set up the meeting via an iPad atop a wheeled stand. Using a tablet, phone, or desktop computer, family members can connect to the platform in a few steps. Downloading isn’t necessary, and an e-mail link is all that’s needed to get families connected. 

Though visitors are now allowed into the hospitals, Cape Fear Valley plans to continue using the technology. Steere said it’s been helpful with out-of-state patients whose families can’t be with them or for meetings with physicians where patients need to make medical decisions and want their loved ones in attendance. 

“We have seen our patient satisfaction scores go up because of the communication with family members,” said Steere. “It made patients and families more comfortable with our decisions not to allow visitations.” 

Labcorp wins award for innovation

In March, Laboratory Corporation of America made Fast Company’s “World’s Most Innovative Companies” list for 2021 based on its use of technology to quickly respond to pandemic demands for testing and diagnosis.

Headquartered in Burlington, Labcorp has three locations in Fayetteville, offering everything from routine bloodwork to drug testing. The global life sciences company has pursued innovation for several years now but stepped up its game when the pandemic hit last year.

Labcorp was the first company to receive FDA emergency use authorization for its at-home testing kit, Pixel by Labcorp, in May of last year. The North Carolina Department of Health offers the test to eligible residents and it’s used all over the country at numerous testing sites. 

According to a prepared statement, Labcorp performed more than 40 million COVID-19 tests in the last year, the most of any U.S. commercial lab. It’s continuing to innovate in this area by improving clinical trials with mobile and digital technologies and using robots to increase testing capacity. 

“Our innovations in testing, clinical trial delivery, technology, and insights have enabled us to deliver trusted, timely information to physicians, biopharmaceutical companies, and patients so they can make clear and confident decisions,” said Adam Schechter, chairman and CEO, in a statement. 

Rainbow Pediatrics enhances patient experience

The pandemic shut down businesses all over Fayetteville, but that didn’t stop children from needing healthcare. Rainbow Pediatrics prioritized keeping their waiting rooms uncrowded to help fight COVID-19 while also treating patients in its four locations around the region.

To accomplish this, it installed an electronic check-in system that visitors use from home before their appointments. The technology allows for customization of check-in procedures depending on appointment type and for patient information updates. It even collects copay to minimize face-to-face time with staff. 

A COVID-19 screening feature quickly moved symptomatic patients into a treatment room without waiting in the lobby. 

“This has helped tremendously with the flow of traffic and waiting times for our patients and benefits the staff as well since we get all the information we need prior to the appointment,” said Catalina Orrego, marketing director and new patient coordinator.

Rainbow Pediatrics added telehealth for some appointments, including ADHD/ADD visits, allergy concerns, and nutritional counseling. The medical records department got a tech update with additional secure email portals so patients can request and receive records electronically. 

The resulting benefits have been many. Online check-ins vastly improved wait times, overall appointment durations were reduced by more than 10 minutes, and electronic records sped up processing time and made it more convenient for patients. 

Orrego said Rainbow plans to keep most of the changes going forward. 

“These technological changes have enhanced the patient experience and (have) enhanced the workflow of our staff.”