Browse Our Blogs

  • 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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  • Connexient and Critical Arc: Driving Innovation and Transformation in Safety & Security Response

    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

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Why Patient Experience Matters

The healthcare market is undergoing a period of rapid transformation fueled by both technology and government initiatives where Hospitals are now in a competitive market. Under the Affordable Healthcare Act, 60% of Medicare reimbursements to hospitals are now based on patient satisfaction ratings. Not surprisingly, this has created a sharp focus at most hospitals and healthcare networks on "Patient Experience."

Why Wayfinding Matters to Patient Experience

One of the greatest areas of dissatisfaction for patients and visitors is that of Wayfinding, the process of finding one's way around a hospital, whether it be getting to an appointment on time or visiting a loved one who is ill.

In fact, on average, 30% - 50% of arriving patients and visitors end up lost inside hospitals, which leads to a very poor "customer experience" and can have a direct negative impact on a hospital's patient satisfaction ratings. In addition, poor Wayfinding can lead to missed or late appointments, which can cost a hospital hundreds of thousands of dollars every year.

Connexient's founders, Joe Motta and Mark Green, understand these issues intimately, having spent over 17 years designing, implementing and managing Wayfinding systems for Hospitals. Yet despite all the effort and care that go into signage systems, people still get lost.

How Mobile Wayfinding Changes Everything

We live in a world of digital convergence and network ubiquity, where customers want and expect to get personalized, relevant information anytime and anywhere they need it: at home, the office, on the go and on-site. This revolution has brought huge gains in efficiency and many other benefits to virtually every economic and business sector of the modern world.

In the mobile sphere, a second revolution is arriving in the form of Indoor Positioning Technologies and Location-Based Services. These will bring the same kinds of Location-based Services and Features - such as turn-by-turn navigation, location-aware or proximity-based notifications - to large urban interior spaces that have become commonplace in the "outdoor world."

In Healthcare this adds up to one thing: the ability to transform and radically improve the wayfinding experience for patients and visitors. Now we can provide a Google-navigation type of experience - just like the one many used to get to the hospital in the first place - indoors to get them to their appointment.

Do people want this? You bet they do. Just ask the more than 1 Billion users of smartphone-based mapping and navigation applications.

Digital Wayfinding - Beyond Mobile

As transformative as Indoor smartphone-based mobile maps and navigation is, it is critical to remember that Wayfinding starts long before a patient or visitor arrives at the Hospital. A solution that is limited only to smartphones is doomed to create new frustrations.

People have different modes and preferences of consuming information, and many an innate desire to plan ahead. Some may be on their couch on a Sunday afternoon, and want to pull up their iPad to plan their visit the next day. Others may be at the office on a PC and leaving in afew minutes. Many will want to have print-outs of their maps to take with them. More tech-friendly children may want to send maps to their parents to help them preparare. And of course in hospitals, many visitors fall into that category of people that are not comfortable with smartphones and technology generally.

That is why it is critical that any digital wayfinding system address all mediums and touchpoints - Mobile, Web, Kiosks, Digital Signs, and even print-outs. The solution that is best is the one that is relevant and works for the next user. When you give the user options and let them decide, that inherently creates a sense of control and empowerment. With that, you are on the first step towards delivering a great Patient Experience!

Wayfinding is Just the Beginning

While Digital Wayfinding is undoubtedly one of the "killer applications" for the new digital era in Hospitals, it is just the beginning. What our clients are doing in implementing MediNav is laying the foundation for Indoor Location-based Services of all kinds - for operations, security, facility management and more - that will bring increasing returns over time to this initial investment.

But that's the subject for another blog!

Sorry to blow our own horn, but this is a big moment and next step forward for our company!

Our CEO, Mark Green, announced today that Robert Wood Johnson University Hospital, based in New Brunswick, NJ, has selected Connexient's MediNavTM, an innovative Digital Wayfinding and Patient Experience solution. MediNavTM provides patients, visitors and staff with compelling Indoor Maps, Indoor GPS, Turn-by-Turn directions, and location-based content. MediNavTM is a native application for iPhone and Android smartphones, as well as a unique in-hospital kiosk solution for arriving visitors and patients.

Needless to say, we are delighted to be selected by such a prestigious medical center as Robert Wood Johnson. Their vision and commitment to enhancing the patient experience and improving operational efficiency will make this an ideal venue for the continued evolution and progress of our platform and services.

Another exciting aspect of our work with RWJU is that Phase 2 of our roadmap includes plans to integrate indoor positioning powered by Cisco Connected Mobile Experience (CMX). Connexient's MediNavTM has been integrated with the Cisco Mobility Services EngineTM (MSE)& to deliver real-time, turn-by-turn pedestrian navigation and other location-based services.

This is just the first of several client announcements to come in the near future, so stay tuned!

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Connexient LLC

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