Digital Front Door Connects Patients to Care in a Click

By Walter Reiling, MD, system chief medical information officer, Premier Health; and Mandy Via, system director of access, referral management, and telehealth, Premier Health

In a world where convenience drives decision-making, patients are no longer waiting on hold to access health care. Instead, they utilize search engines, mobile apps, and health system websites to guide their care journey. We’ve recognized this fundamental shift and responded with a unified digital front door that is anchored by omnichannel digital access points to meet patients where they are and guide them seamlessly into care.

Today’s health care consumers behave like retail consumers. They search for symptoms, compare providers, check reviews, and expect on-demand access—all digitally. Recognizing that the front door to care is no longer a phone call, we’ve focused on digital tools that allow patients to navigate, schedule, and receive care on their own terms. The digital ecosystem is where users can find providers, schedule appointments, and access virtual care options directly. With millions of interactions every year, our digital front door utilization continues to experience significant growth.

MyChart plays a central role, empowering patients with 24/7 access to their health records, test results, medication refills, and appointment scheduling. It also serves as a bridge between patients and providers through secure messaging.

Telehealth is another critical component. Premier Health offers virtual urgent care (available daily from 9 a.m. to 9 p.m.), e-visits for non-urgent needs, and video visits that bring care into the patient’s home. These options expand access, especially for patients with mobility limitations, transportation barriers, or demanding schedules.

Online scheduling for new and established patients continues to see growth as patients utilize search engines and our website. We continue to see yearly growth of patients scheduling care online.

The strength of Premier Health’s digital front door lies not just in the technology but in the operational alignment behind it. Real-time appointment availability, integrated communication systems, and coordinated workflows ensure that what patients see online matches what they experience in person.

For patients, this means fewer phone calls, less waiting, and more control. For the organization, it improves efficiency, reduces no-shows, and enhances the patient experience. As health care continues to evolve, we are not just keeping pace, we are leading, transforming access into a digitally enabled, patient-centered experience.

Back to the May 2025 issue of Premier Pulse