Providence Health spins off DexCare, which orchestrates capacity and digital health demand

Windfall Well being spins off DexCare, which orchestrates capability and digital well being demand

Renton, Washington-based Windfall Well being System knew healthcare was turning into extra consumer-driven and believed that meant digital wanted to play a task in how care was accessed and delivered.


However, like many well being techniques, Windfall wanted to dramatically evolve its digital capabilities to not simply meet however exceed prospects’ expectations of accessing care the place and after they wanted it.

“Windfall had developed Specific Care, our retail medication and on-demand digital service, and initially we have been serious about a platform that might assist with digital affected person acquisition for that same-day care enterprise, strategically navigating sufferers to probably the most applicable care setting inside Windfall,” stated Sara Vaezy, chief digital technique and enterprise improvement officer at Windfall Well being System.

“We wanted a digital platform that may totally combine with all current IT investments, however enable us to seamlessly shift assets between in-clinic to telehealth visits, guaranteeing the a whole bunch of 1000’s of sufferers we serve acquired the care after they wanted it,” she added.


The Digital Innovation Group at Windfall was constructed to assist the well being system and the business extra confidently undertake digital options. It is a group that builds on the insights of our scientific and working companions to form, construct and scale significant digital options at one of many largest well being techniques, then provide them to different well being techniques.

“With any of these concepts the primary query we ask is, ‘Does one thing exist on the market that we may purchase,’ or ‘Is there a associate to work with?’ Vaezy defined. “Early in our consumer-driven entry journey with Specific Care, the obtainable care choices that used telehealth and scheduling know-how have been starting to develop, however these options weren’t nicely built-in and didn’t constantly ship higher, extra handy, simply accessible care.

“We concluded the answer we had been searching for didn’t exist available on the market, so the Digital Innovation Group started engaged on one from the bottom up,” she stated. “The answer targeted on our personal ambulatory care community, and optimized how sufferers looked for and accessed a clinician at Windfall who suited them and had open appointments.”

The know-how pulled data from Windfall’s digital well being data and workflow system. In flip, it recognized which suppliers or services had capability to obtain new sufferers and gave present and potential sufferers a selection of places and appointment instances, guiding people to probably the most handy and applicable care setting in actual time.

“Then COVID-19 hit and put the answer to the check, scaling to fulfill a 30-times improve in affected person go to quantity, permitting Windfall to seamlessly shift assets between in-clinic to telehealth visits, getting sufferers the care they wanted at a vital time,” Vaezy famous.

“After practically 5 years of incubation at Windfall, DexCare proved to be an engine that might assist propel distributed care ahead for not simply us, however different well being techniques as nicely,” she continued. “Because of this, we spun it out into the digital well being market.”

DexCare’s core providing is a platform-as-a-service that intelligently orchestrates well being system capability and digital demand throughout all traces of care. The DexCare platform mechanically allocates, flexes and optimizes well being system assets to greatest meet each client demand and enterprise targets – increasing the attain of all service traces into a brand new, digital and on-demand client area.


The platform attracts and caters to healthcare customers by offering a totally digitized, unified expertise that routes them to their greatest, most related care choices whereas leveraging current EHR, caregiver and model investments by linking a number of functions to fulfill affected person wants with real-time demand aggregation and appointment reserving throughout providers like major care, same-day and pressing care, in addition to throughout care modalities like in-person to digital care.

“The DexCare working system focuses on all of the core features wanted to make digitally enabled care environment friendly and efficient whereas offering our well being system with the infrastructure wanted to ship this expertise,” Vaezy defined. 

“Extra particularly, DexCare’s knowledge intelligence capabilities and distinctive site visitors management know-how related all current level options and disparate processes to create one related expertise by providing a novel mixture of entry, navigation and optimization.”

Vaezy stated the system presents:

  • Demand aggregation. It attracts well being system customers to digital choices in two clicks, from web search to appointment.
  • Clever navigation. Initially targeted on Windfall’s ambulatory care community, the answer optimizes the method for sufferers looking for an on-demand supplier to discover a clinician at Windfall that fits them and has obtainable appointments. The platform identifies which suppliers or services have capability to obtain new sufferers and provides present sufferers and potential customers a selection of places and appointment instances, guiding people to probably the most handy and applicable care setting.
  • Capability optimization. It mechanically allocates assets to fulfill affected person demand the place and when these assets will be most productively utilized.


Windfall has been in a position to convey extra new sufferers into the well being system, retain these sufferers and improve downstream income from the inflow of recent sufferers. Optimizing digitally enabled care choices enabled the well being system to realize operational, development and financial savings targets, whereas offering a greater expertise for customers, Vaezy reported.

Extra particularly, she stated, Windfall has achieved the next enhancements and leads to 2021 with DexCare:

  • Improved entry to care. Windfall elevated the share of sufferers scheduling digitally enabled visits by way of DexCare’s ecosystem by 65% – which means improved entry to the well being system enabled extra sufferers to hunt and obtain the care they wanted.
  • Rising affected person inhabitants. Newly acquired sufferers – 30% of the sufferers coming in via DexCare-enabled Specific Care service are web new to the well being system. New affected person return price – 30% of them are returning to the well being system inside a 12 months.
  • Enhance in income and downstream income. Roughly 20% value financial savings per low acuity go to – these financial savings are attained via distributing the workload to the know-how within the type of self-service instruments similar to digital registration and self-pay. Downstream income – incremental 90-day downstream spend of roughly $840 by web new sufferers acquired into the well being system.


“Lately, the obtainable care choices that use telehealth and scheduling know-how have grown in document numbers, however higher, extra handy, simply accessible care has not at all times been the end result,” Vaezy noticed. “Level options usually are usually not built-in nicely with core know-how infrastructure such because the EHR, or with one another.”

For instance, telehealth choices weren’t nicely built-in with in-person scheduling options.

“Many different industries have moved to omnichannel fashions – from retail to banking – the teachings present that integration throughout modalities, navigation and entry matter,” she concluded. “As an business, now we have to proceed to evolve to fulfill folks the place they’re to allow them to entry the care they want – and digital is on the middle of that have.”

Twitter: @SiwickiHealthIT
Electronic mail the author: [email protected]
Healthcare IT Information is a HIMSS Media publication.

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