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Success stories SoutheastHEALTH – Locations

At SoutheastHEALTH, the community can access healthcare services and providers across 67 locations. But within their website, services, providers and locations didn't always tie together seamlessly. As a result, it wasn't always easy for consumers to see which locations had the services or providers they wanted.

Learn how partnering with Coffey Communications helped SoutheastHEALTH solve this challenge.

Finding a SoutheastHEALTH provider

SoutheastHEALTH's old website listed more than 80 locations where consumers could be seen by a healthcare provider. But not all of those locations were actually part of the SoutheastHEALTH system. Like many health systems, SoutheastHEALTH works with providers who practice at other hospitals and clinics. These other locations were listed on SoutheastHEALTH's site because their providers practice at those locations as well.

This may have caused confusion for consumers who thought they were looking for a SoutheastHEALTH location.

Solution: We proposed a fix that gives SoutheastHEALTH the flexibility to allow users to connect with a provider at SoutheastHEALTH while still meeting physician expectations.

Coffey's team created a Provider Directory that allows people to easily see all the locations for each provider. It also includes outside locations, but those listings don't compete with SoutheastHEALTH's locations in the Provider Directory.

We also identified all locations that weren't owned by SoutheastHEALTH and removed them from the new Locations page.

Services listed as locations

Another potential challenge was that some locations listed weren't actually buildings with unique physical addresses. Instead, they were services at a location that provided other services. Take laboratories, for example. SoutheastHEALTH has two standalone labs, as well as lab services at their hospital and at several primary care locations.

Solution: Coffey identified all instances where a listed location could appear to be a standalone site but was actually a service provided within a clinic or hospital. We then removed the duplicate service location and made it clear to website users that the main location offered that particular service.

We also found a few instances where it wasn't clear that one physical location actually housed several unique clinics. Coffey proposed creating new clinic location listings that matched those buildings' signage. Now healthcare consumers will have a consistent experience online and in person.

Connecting locations with services

A challenge for SoutheastHEALTH was to tie locations and services together seamlessly. To find a location that offered a service they were interested in, consumers had to click on the locations directory and then sort from a set list of services. But those services weren't always named the same as they were in the Services Directory.

Solution: Now, users can still find locations sorted by services offered. But the naming conventions match those in the Services Directory.

A seamless solution

Working with SoutheastHEALTH to gain a clear understanding of what wasn't working well was one of the keys to managing a locations project of this size. The result was that SoutheastHEALTH's new site ties locations, services and providers together seamlessly.

On the new site's Locations page, consumers can find the service they need quickly and easily by filtering by service, city, distance and other criteria. Clicking on a location displays a map, contact information and all the providers at that clinic, hospital or other facility.

Other great features:

  • On each service line page, consumers can use a "Find a location" feature to see a list of all locations that offer that particular service.
  • Consumers can use a smart search feature to find locations by keywords. For instance, lab services comes up in a search for places to get blood work done.

We solve complex problems

If you have a website challenge that needs solving, we'd be happy to talk about solutions that can make your work easier. Give us a call at 888.805.9101 or email us.

Find out what Coffey can do for you