Browse Our Blogs

  • HealthTech: Consumerization of Care #1 Healthcare Trend for 2019

    Patient Experience and Engagement the Most Critical Issue for Both the Bottom Line and Successful Outcomes

    Two recent articles in HealthTech put a nice book end on all the coverage in

    Read More
  • GIVING PATIENTS THE GIFT OF COMPASSION AT HACKENSACK UNIVERSITY MEDICAL CENTER

    Giving Tuesday (November 27th) is a global day of giving – it reminds us to get in the holiday spirit by helping out family, friends, colleagues and communities. Connexient co-founders Mark

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  • Connexient Joins the Epic App Orchard to Drive Innovation and Transformation in Patient Experience

    Today, Connexient marked a major milestone in our evolution by joining the Epic App Orchard to drive innovation and transformation in Patient Experience together with our forward leaning clients. Connexient

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  • Forbes: What Patients Really Want And Why Healthcare Companies Should Care

    This excellent article in Forbes talks about how the emphasis on great Customer Experience in Retail and Hospitality industries has changed consumer expectations in Healthcare. This trend is driving many healthcare networks

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  • Gartner Names Connexient "Cool Vendor" and Sees Digital Wayfinding Becoming a Requirement for Healthcare Networks

    Gartner Names Connexient "Cool Vendor" for Location Services for Wayfinding It's exciting to see the mainstream technology media start to pick up on the revolution of Digital Wayfinding and "Indoor

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Patient Experience and Engagement the Most Critical Issue for Both the Bottom Line and Successful Outcomes

Two recent articles in HealthTech put a nice book end on all the coverage in 2018 of the pivotal role that Patient Experience and Web + mobile applications have assumed in not only competitiveness and the bottom line for Healthcare networks, but also successful health outcomes for patients.   

In the first:

David Betts, principal and national leader for customer transformation in healthcare for Deloitte Consulting, identifies the Consumerization of Care as the most important trend, ranking above Virtual Care, Interoperability, Cybersecurity and Cloud Adoption. 

“The patient and family are firmly in the center now, and that’s driving a lot of disruption,” says Betts. Indeed, in a recent CDW survey of healthcare providers, patient engagement ranked as the most critical issue for provider organizations in the coming year. But with this focus comes shifting consumer demands.

“We’ve seen an acceleration of consumers running out of patience with the challenges they have engaging with the system,” says Betts. As a result, “coming to the fore is the need for a much more seamless, digitally enabled, customer-oriented experience of care.”

The second article zeroes in specifically on how valuable applications can be the key to improving patient engagement and  succeeding in the transition to value-based care.

Perhaps most importantly of all, this trend is being driven by patients themselves as consumers of healthcare. 

Patients Have Come to Expect a Digital Experience

Digital health tools, apps in particular, can help providers to reach patients outside of the walls of a healthcare organization to offer further education and engagement, helping people keep up with care plans or simply stay on top of their overall health. This engagement is becoming increasingly important not only in terms of reimbursement with the move to value-based care, but also in order to help leverage a better experience for consumers.

“We live in an experience economy, and healthcare is no different,” says Betts. “By providing the types of tools customers expect in order to interact with their health systems, organizations can differentiate themselves. Experience matters — it matters to the bottom line.”

Healthcare consumers are taking notice, with 92 percent saying that improving customer experience should be a “top strategic priority” for medical providers in the next year, according to a July survey from Black Book Market Research. This is a spike from just 71 percent in 2017.

Moreover, 90 percent of patients in the survey reported that they don’t feel obligated to continue returning to providers that don’t provide a satisfactory digital experience.

· 92 percent [of healthcare consumers] say that improving customer experience should be a “top strategic priority” for medical providers in the next year

· 90 percent of patients in the survey reported that they don’t feel obligated to continue returning to providers that don’t provide a satisfactory digital experience.

Source: Black Book Market Research July 2018 Survey

With these kinds of data points, we see the rising tide of Digital Wayfinding as a key tool for Patient Experience becoming a tidal wave in 2019!

Giving Tuesday (November 27th) is a global day of giving – it reminds us to get in the holiday spirit by helping out family, friends, colleagues and communities.

Connexient co-founders Mark Green and Joe Motta partnered with their colleagues at Hackensack Meridian Health to deliver 1,000 compassionate compression kits to patients.  Each kit includes a pair of stylish compression socks, an eye mask and ear plugs. Compression socks are great post-operation and during treatment as they increase circulation, decrease swelling and reduce the risk of blood clots.

“We wanted to do something meaningful for those who won’t be home for the holidays this year,” said Connexient co-founder and president, Joe Motta.  “By giving patients at Hackensack University Medical Center compassionate compression kits, we’re hopefully providing comfort during their treatment and recovery.”

(Left to right)  Connexient CEO, Mark Green was joined by Hackensack Meridian Health co-CEO, Bob Garret; Hackensack University Medical Center FACHE, President of Population Health at Hackensack Meridian Health, Mark D. Sparta; Vice President Hospitality Services at Hackensack Meridian Health Kunle Modupe and Joe Motta, co-founder and President at Connexient.

Connexient provides indoor GPS for the Hackensack University Medical Center Campus, and is rolling out across the Hackensack Meridian Health network.. Finding your way through massive hospitals and medical centers can be stressful.  Not to mention, getting lost can result in late or missed appointments, a problem that costs hospitals over $150B annually in the US. Connexient’s MediNav™ patient experience solution provides true turn-by-turn indoor navigation and works like Google Maps or Waze but for indoors. Now, patients, visitors and staff have an indoor guide on their phone to help them reach their destination.

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Today, Connexient marked a major milestone in our evolution by joining the Epic App Orchard to drive innovation and transformation in Patient Experience together with our forward leaning clients.

Connexient has long advocated for a new model of Patient Experience that weaves Digital Wayfinding, Navigation and Location Services together with EHR platforms and appointment scheduling applications to create a seamless “home to appointment” user experience via the smartphone to create the following patient workflow experience.

The idea is simple: connect the dots to reduce stress, improve patient experience and reduce missed and late appointments, all while lessening the impact on staff who must provide wayfinding assistance. As we go forward, this can provide both predictive and real-time visibility to healthcare networks on their inbound appointment flow to optimize the use of personnel and resources.

 

But this vision is not one that we can achieve alone.   To be realized, it requires:

  1. integration with EHR platforms and applications that manage appointments, patient care queues and clinical workflow;
  2. and innovation-minded healthcare networks eager to implement the  clinical and operational workflows to support it.

That is why Connexient is proud to announce that we have joined the Epic App Orchard and are working to connect MediNav with the Epic's MyChart mobile application.  We will start with two basic approaches:

  1. Deep Linking between the MyChart White Label App and the MediNav White Label App
  2. Side-by-side integration between the MyChart and MediNav Mobile Libraries within the primary health system mobile application.

But these are just the first steps on a path that we are confident will yield over time not only innovation and transformation in Patient Experience, but also significant improvements in Enterprise visibility and efficiency in managing patient flow and clinical resources.

We've talked about some of these future use cases recently in these blogs:

and how they fit into Gartner's framework for the "Real Time Health System."

So, if you are a healthcare network interested in learning more about how you can achieve these benefits for your patients and your organization, please contact us!

Epic and MyChart are registered trademarks of Epic Systems Corporation.

MediNav is a registered trademark of Connexient, Inc.

So, if you are a healthcare network interested in learning more about how you can achieve these benefits for your patients and your organization, please contact us!

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Connexient LLC

210 West 29th Street, 9th Floor
New York, NY 10001
(212) 763-6604 | (888) 850-4920
[email protected]