How Penn Medicine Is Advancing Care Delivery to Meet More Patients' Needs

The University of Pennsylvania Health System was founded in 1993 as one of the nation's first integrated academic medical centers. Over the past 29 years, Penn Medicine has systematically built a care delivery system based on three core values: innovation, integration, and impact. The operating strategy is designed to meet the patient's needs in a traditional brick-and-mortar hospital as well as in an increasingly virtual world. Today's patient is demanding an omnichannel experience with superior outcomes. Although long discussed in healthcare, such a comprehensive, seamless patient experience is only possible when all four channels of care delivery-hospital, ambulatory, home, and virtual-are sustainably integrated to improve the health of the population through digital innovation and analytics.The COVID-19 pandemic forced healthcare systems around the world to pour resources into telemedicine and other telehealth tools. This shift is fueling a dramatic shift from a piecemeal digital strategy to a comprehensive approach to the digital world where increased communication among clinicians, caregivers, and patients can lead to improved outcomes at a lower cost.In this article, we present an illustrative case study focusing on two of four channels of care: the Pavilion at the Hospital of the University of Pennsylvania, where the latest in digital innovation has been built into the walls of our most ambitious capital project to date, and Penn Medicine at Home, which provides home care services, home infusion, and hospice care to patients throughout the region. The new $1.6 billion Pavilion and its technological updates have been seamlessly woven into the longstanding Penn Medicine at Home program. As a system, we did this by learning from both the victories and the setbacks to design for a future of healthcare we could once only imagine.