Transforming the experience for over 30,000 patients with Danone Nutricia
Making a difference to the lives of patients matters. Nutricia, a division of Danone, who have been pioneering nutritional solutions since 1896, know the importance of this - more so than most. As the UK’s leading specialised nutrition provider1, their network of nurses and care coordinators along with delivery drivers help the NHS get tube-fed patients out of hospital and back home - keeping them stocked with the specialist nutritional products they need to stay fit and well.
By providing homeward care for over 30,000 patients across the UK, there’s a huge positive impact on the patient experience – giving them more freedom and normality. As well as relieving pressure for the NHS. But service providers were faced with a complex landscape to meet patient needs, with challenges ranging from time spent on admin tasks to accurate stock management.
With a vision to deliver a transformational digital experience for a complex patient area, Nutricia were looking for a trusted partner with an unparalleled understanding of the healthcare industry and the NHS. Nutricia needed a digital solution that would meet the needs of patients and service providers alike. From Nutricia nurses providing expertise on the ground, to care coordinators managing individual cases and NHS healthcare professionals defining nutritional needs.
What does it take to deliver a transformational digital experience?
Collaborating with Salesforce, we developed and implemented a digital platform with four experiences – for patients, Nutricia nurses, care coordinators and NHS health and care professionals (HCPs). Providing a connected solution using Salesforce technology to improve customer experiences and streamline business operations, from personalised healthcare and efficient order management to targeted marketing and engaging digital platforms.
As a trusted advisor, we brought our full breadth of Deloitte services to support Nutricia throughout this digital transformation, collaborating at every stage of the project to:
- Take a business first approach, unpacking and answering the business case before jumping straight to the tech solution.
- Provide deep strategic and industry expertise to shape the healthcare journey and digital experience.
- Navigate compliance and regulatory challenges together with our Health specialists, data privacy and risk teams.
- Develop a full change and communication plan to guide HCPs and patients through the new digital platform and drive high levels of adoption.
- Fully automate manual tasks, simplifying both the regimen creation process for HCPs and the patient ordering experience.
The result? A fully integrated app and website for different users, known as MyConnex. To deliver a successful patient outcome, lots of service providers are needed, and MyConnex is at the heart of that end-to-end process. Facilitating faster patient registration with integration to the NHS spine, improved patient management, insight to stock availability and automation of regimen updates for speedy patient service. A digital solution providing bespoke experiences for different users.
"The power of Deloitte was absolutely key to making this a success. Health specialists, data privacy experts, regulatory and compliance experts, and change management SMEs all came together with our technical team of experience designers, functional specialists, engineers and testers, working as one team with Nutricia to fulfil their ambition to deliver a truly digital patient experience with a focus on improving health outcomes."
Penny Nathan, Lead Engagement Partner, Deloitte
“Increasing digital engagement through the MyConnex solution has allowed us to deliver better health outcomes for patients in their homes. It’s a huge upgrade in technology, providing bespoke experiences for different users. We leaned on Deloitte for their deep strategic and industry expertise to help us bring this vision to life.”
Artem Gordiyenko, UKI CIO, Nutricia
What has the impact been?
Improving patient experience is at the heart of what Nutricia do. By connecting patients with their healthcare team on the app, they can provide more freedom and better health outcomes. Patients and their carers now benefit from 24/7 self-service capabilities, providing greater freedom and more access to information about their orders, ultimately improving their overall care experience. Automating processes has also made daily tasks much easier for HCPs, allowing them to focus more on clinical care. The impact has been felt across the board, with 80% of tasks automated, and 90% no-touch patient onboarding. Crucially, this has led to over 30,000 patients being "happier at home".
A pioneering achievement of this project is its role in connecting a private sector organisation to the NHS Spine, at the core of their IT infrastructure, for the first time. This integration allows for seamless access to patient data services, drastically simplifying workflows for HCPs and saving valuable time previously spent on administrative tasks. This efficiency enables medical professionals to dedicate more time to direct patient interaction and clinical activities.
What’s next?
Putting innovation at the heart of patient experiences, Nutricia are exploring further opportunities across a wider range of illness categories to support patient care outside of the hospital environment. Leveraging digital capabilities and agentic technologies they plan to build upon the success of MyConnex to further push the boundaries on patient experience and continue to reduce the pressure on the NHS.
