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…Read More
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…Read More
Connexient has been driven since its inception by a vision that Indoor Mapping and Navigation Services will have positive impacts over time that go far beyond wayfinding and Patient Experience…Read More
Coming Soon in Navigator v. 3.1: Meet Me! With our Navigator v. 3.0 launch and initial roll-out in our rear view mirror, Connexient is now focused on a busy roadmap…Read More
Marketing Digital Wayfinding Presents Unique Challenges During MediNav Stage 2 - where most of our clients are today - the focus is on driving an initial level of awareness and adoption of…Read More
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 to put a big focus on Patient Experience - as evidenced most prominently in the new position of Chief Patient Experience Officer at so many organizations.
PX is also important because people’s expectations have been raised in other areas of their lives such as retail and hospitality. I wrote about this last year, saying that most healthcare organizations continue to operate with a provider- and payer-driven approach, when they should be modeling PX after customer experiences in other sectors. Even though people don’t see themselves as customers in a healthcare setting, The Beryl Institute found that patients have come to expect “an experience that treats them in certain ways and acknowledges who they are as people in the process.” The Beryl Institute concludes, “Leading healthcare would be naïve to think they are not being compared to those other experiences people are having.”
This section is fascinating - and points to just how impact Patient Experience - either positive or negative - can be (emphasis is mine).
The Beryl Institute asked people what they or someone they knew did as a result of having both positive and negative heathcare experiences. For positive experiences, 73% -- the highest percentage -- responded that they would “continue to use the same doctor or organization.” This suggests that PX has the potential to increase loyalty and influence patient choice.
The top reported action following a negative experience (76%) was that people said they would tell others – this far outweighed any other response to a negative experience and is similar to the percent of people who say they would share with others about a positive experience (70%). Together these findings indicate that that people are telling the stories about their experience, good or bad, in at least 7 of every 10 healthcare encounters.
With that kind of impact, it is not hard to understand why this study by Accenture last year:
concluded that ”hospitals that offer a superior patient experience can expect to achieve 50% higher margins - better than they can achieve by cost cutting alone.”
At Connexient, we have certainly always found the primary driver of the demand for MediNav to be the clear understanding of the negative impact of wayfinding challenges on Patient Experience, and the desire of our Patient-centric, innovation-minded clients to change that. Many of our clients are now moving with us to connect the dots of Digital Wayfinding into their Enterprise applications and overall strategies for deliver outstanding Patient Experience.
“This is perhaps one of the most significant brand opportunities for healthcare organizations today…Healthcare organizations should be asking themselves, ‘What is the story we look to create in the experience we provide and what we want others to tell about us?’.”
Connexient works hand-in-hand with our clients to make that a story worth remembering - and telling others about!
Want to learn more about how Connexient can help your healthcare network deliver outstanding Patient Experience?
It's exciting to see the mainstream technology media start to pick up on the revolution of Digital Wayfinding and "Indoor GPS" in Healthcare. One sign of this is that Gartner recently named Connexient as a "Cool Vendor" in their recently published report on Wayfinding in Location Services.
Gartner Analyst, Tim Zimmerman advises Infrastructure & Operation leaders “should evaluate new and innovative technologies that don’t require any interaction with the enterprise infrastructure, while providing navigational guidance to anyone that needs to get to his or her destination. The ability to integrate different location services, provides infrastructure flexibility, and the hands-free implementation capabilities of managed services or expertise of professional service offerings makes it easier for organizations to deploy wayfinding solutions.”
In two recent Hype Cycle reports, Gartner analysts also highlighted how what they call "experiential wayfinding" is becoming a critical tool for CIOs in two key areas:
Mark Gilbert, Gartner healthcare technology analyst, writes:
“Based on inquiry calls, experiential wayfinding adoption is increasing. Health Delivery Organizations (HDOs) primarily use experiential wayfinding as a means to create a consumer-centric patient experience. For visionaries, experiential wayfinding is envisioned as an integral component of a consumer and patient engagement strategy and as an on ramp to the real-time health system.
Wayfinding has evolved to encompass an ecosystem of technologies that combine in a way that assists a patient to conveniently locate and navigate the healthcare provider facility and space. Experiential wayfinding helps patients navigate an episode of care or navigate their health journey. Wayfinding of all forms is becoming a requirement as the complexity of care delivery continues in increase."
Connexient was born from a simple idea that 'Indoor GPS' would finally truly solve one of the major problems for Patient Experience: wayfinding. We have been working with our clients over the last several years and are now implementing many new models for how - leveraging our SDK - MediNav can be integrated with EHR platforms and Enteprise applications to drive innovative new Patient Experience models for location-based e-checkins and concierge services.
But as simple and clear as the idea of "Indoor GPS for Patients" was, Connexient has also been driven by a vision that this was just the tip of the iceberg. Just as with GPS and navigation outdoors, there are a myriad of ways in which these technologies can be used.
Gartner's new paradigm of "The Real Time Health System" provides an elegant and powerful framework for thinking about this. One area in which our vision differs from Gartner is in the breadth of the impact of Enterprise Digital Wayfinding and Navigation Services. Whereas they frame it narrowly - as "Experiential Wayfinding" - what our market experience has shown us is that patients and visitors are just the tip of the iceberg. When you start to dig, you find all kinds of negative impacts and friction on the operational effiency, costs and revenues from the same underlying problem of the complexity and size of healthcare facilties, campuses and networks.
This is why our clients are increasingly seeing Connexient's MediNav as new "Navigation Services Layer" in the IT stack that will drive compelling new use cases and operational efficiency through integrations with Enterprise applications in areas such as patient engagement, asset tracking, facility management, safety and security, and more.
Many of the high value 'profiles' that Gartner analyzes would be greatly positively impacted by Digital Wayfinding and Enterprise Navigation Services. Here are few examples.
All of these technologies today use maps that are incomplete and innacurate, and lack navigation services. And their benefits and ROI would be greatly increased - in some cases transformed - by leveraging navigation-quality maps and navigation services. Connexient's focus is to work together with our clients to ensure that all of these benefits for the 'real world' components of the Real Time Health System are realized over time, starting first with Experiential Wayfinding. As we do that, the problem we are solving is not so much 'wayfinding' as the dynamic coordination people, equipment, vehicles - and one day soon robots.
Connexient has been driven since its inception by a vision that Indoor Mapping and Navigation Services will have positive impacts over time that go far beyond wayfinding and Patient Experience - as important as that may be - to address a myriad of staff and operational use cases.
Attending the conference - including lodging & meals - is completely complimentary for qualified safety & security staff.
For more information:
While there are many use cases and opportunities being explored and developed, Safety & Security Response has become one of the most important topics and focal points in our roadmap planning and discussions with our clients. There is a growing consensus that leveraging indoor mapping, navigation and location-services will bring transformational capabilities to Safety & Security Response that will save lives and property.
How to provide a safer, more efficient work environment while demonstrating a commitment to a premium duty of care to staff, patients and visitors is top of mind for every hospital administration team today.
But the challenges of responding to incidents in large, complex facilities are extreme. Critical information needs to be gathered, understood and acted upon within seconds:
In a multi-million square foot building and multi-acre campus, this is difficult or sometimes impossible to determine. We often have heard it described as “flying blind.” The results can be tragic delays and inefficiencies in response.
After understanding this situation, Connexient forged a special partnership with CriticalArc that will offer a ground-breaking solution that combines MediNav’s rich maps and navigation and services to deliver truly transformational capabilities in Safety & Security response.
CriticalArc’s SafeZone® service integrates directly with Connexient’s MediNavTM and uses the same BLE beacons to fundamentally transform the way your organization manages safety and security incidents across your large and complex healthcare facilities and campuses. With SafeZone® , your Safety & Security team are provided with real-time situational location awareness, which enables your team to minimize the impact of an incident by maximizing the speed and efficacy of your response.
It seems like every time we talk to a client or prospect about the SafeZone® product, we hear another use case that solves an additional pain point for our hospitals and healthcare networks. These are just a few that have been raised:
Thanks to SafeZone's robust reporting and analytics, the solution will also help you to continuously refine and improve security operations and response efficiency and address all of your needs for Joint Commission Compliance.
This is why we are confident you will agree that SafeZone solution paired with MediNav provides incredible value.
If you would like to discuss your use cases and/or learn more about our joint solution, please contact us! And we invite Safety & Security directors to consider joining us at the Security in Healthcare Summit for an extraordinary 2 days of learning and discussion with innovation-minded leaders.