Why has CommonSpirit Health's telehealth platform usage dropped 30% over the past month?

Introduction

The recent 30% drop in CommonSpirit Health's telehealth platform usage over the past month is a significant concern that requires immediate attention and a thorough root cause analysis. As we delve into this issue, we'll employ a systematic approach to identify, validate, and address the underlying factors contributing to this decline. Our goal is to not only understand the immediate causes but also to develop strategies for long-term stability and growth of the telehealth platform.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal component. Has this 30% drop been compared to the same period last year?

Why it matters: Seasonal patterns could explain fluctuations in usage. Expected answer: No significant seasonal pattern observed in previous years. Impact on approach: If seasonal, we'd focus on optimizing for cyclical demand.

• Considering user segments, I'm curious about the distribution of the decline. Is the 30% drop uniform across all user groups or concentrated in specific segments?

Why it matters: Identifying affected segments helps pinpoint targeted solutions. Expected answer: The decline is more pronounced in elderly patients. Impact on approach: We'd prioritize investigating usability issues for older users.

• Thinking about recent changes, have there been any significant updates to the platform or changes in healthcare policies in the last 1-2 months?

Why it matters: Recent changes could directly impact user behavior. Expected answer: A minor UI update was implemented three weeks ago. Impact on approach: We'd scrutinize the impact of the UI changes on user experience.

• Regarding system performance, has there been any increase in error rates or decrease in platform uptime during this period?

Why it matters: Technical issues could be driving users away. Expected answer: No significant changes in error rates or uptime. Impact on approach: If technical issues are present, we'd prioritize infrastructure improvements.