Catholic Health

Telehealth Strategy and Business Planning

  • Location: Buffalo, NY


CATHOLIC HEALTH (CHS) provides care to the Western New York region, which has a patient population of nearly 2.8 million.

the challenge

In 2018 and 2019, CHS was investing in both its strategic operating model and technology platforms. CHS envisioned utilizing the vast data generated through its streamlined technology to understand patient and provider insights necessary to transform care. A key component of this strategy was developing a comprehensive digital and telehealth ecosystem. To meet this need, CHS engaged ECG to lead a current-state assessment and telehealth business plan development process.

the process

ECG interviewed 20-plus stakeholders from across the CHS enterprise, representing operations and service lines, IT, payer strategy, finance, business development, and marketing, as well as patient advocates and physicians. Through these conversations, ECG surfaced leadership perspectives on the strategic imperatives for establishing a telehealth offering and the factors unique to the Western New York market that could be addressed through a telehealth program. ECG then led CHS through a strategic visioning process focused on understanding best practices and “futurist” telehealth concepts. Additional work streams included the following:

Following this visioning process, ECG worked with key leaders to develop a comprehensive business plan that articulated CHS’s:

  • Telehealth strategic imperatives.
  • Guiding principles.
  • Prioritized use case roadmap.
  • Program governance.
  • Financial projections.
  • Implementation project plan.

the outcome

Ultimately, ECG and CHS work groups partnered to manage the implementation of CHS’s initial telehealth use cases and scale telehealth offerings to multiple direct-to-consumer patient populations. Within the first four months, the teams saw:

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