Patient Experience and Engagement the Most Critical Issue for Both the Bottom Line and Successful OutcomesTwo recent articles in HealthTech put a nice book end on all the coverage in… Read More
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…Read More
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…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…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
Do your patients sometimes get lost and delayed trying to find the right parking location, or after parking finding their way through a maze of hallways to their appointment? Or are your patients arriving far earlier than needed for their appointment, and then experience the frustration of a long waiting for their appointment to start?
If this happens occasionally - or frequently - in your healthcare network, you are not alone! We have heard from our clients over and over how a large percentage of the comments in HCAHPS surveys are about problems patients and visitors had with parking, finding their way, not being able to find their car after their appointment is done - and on and on. We also know that over 40% of patients and visitors that enter a hospital get lost! So it is a real problem with big impact.
Do You Have a Wayfinding Problem?
First, of course, getting lost can also result in missed or late appointments – a problem that costs hospitals over $150 Billion annually in the United States. There are also very real and measurable impacts on the efficiency of staff: patients and visitors are not the only ones getting lost! Moreover, staff interruptions and time spent to guide patients and visitors around facilities can be substantial. One hospital reported that on average, nurses in a high traffic department were interrupted every 3 minutes for wayfinding questions.
But while these costs may be the most obvious, that is just the tip of the iceberg.
Any one that has ever been to a large hospital medical center - or worked at one - understands intuitively the very real and negative impact of poor wayfinding on Patient Experience. Patients and visitors are already stressed, and the added frustration of getting lost only creates more of it.
Patient Experience itself is often perceived as a qualitative area that does not translate into direct cost vs. benefit analysis, however. But that is changing. Healthcare networks across the nation have started to realize in recent years that Patient Experience can and does have a very direct impact on the bottom line.
This study by Accenture provides some great data points and analysis on that. The study concluded, for example, that ”hospitals that offer a superior patient experience can expect to achieve 50% higher margins - better than they can achieve by cost cutting alone.”
For all of these reasons, Connexient has been working with our clients to integrate digital wayfinding and location-based services together with appointment scheduling and check-in in an innovative new "Airline Check-in” Model for Patient 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.
The "Airline Check-in Model" is just one use case - and how it should be implemented will vary by the capabilities, goals and vision of each organization. There are also any number of other ways that indoor maps, navigation and location-based services can be leveraged to innovate in ways that enhance Patient Experience and drive Enterprise visibility and efficiency.
Whether you are taking baby steps or plunging into the opportunities to supercharge your Patient Experience with indoor navigation and location-based services, the common denominator is integration. While appointment information or scheduling could be addressed in part as a feature in the MediNavTM white label application, chances are your healthcare network already has or is planning or developing a primary Patient Engagement or Experience application. This is where you can provide the most compelling value and address the most use cases through integration.
That’s why Connexient is focused on providing the platform, tools and services that enable digital wayfinding, indoor navigation and location-based services to be incorporated as an on-demand feature within healthcare Enterprise IT applications.
There are three basic approaches to advanced Patient Experience integrations that can be supported by Connexient. Each of these require planning, collaboration and timelines to implement.
Connexient can provide and leverage web services to support contextual deep links between Mobile Applications. This is the easiest and most rapid path. In the example at right, a patient that has booked an appointment in your Patient Engagement mobile app, could then click a “Go There” button.
The user can then in one click enjoy the benefits of Parking Planner, My Car Saver and Door-to-Door Navigation to his or her appointment. Many other types of deep links can be leveraged in both directions between two apps to create an integrated user experience that flows between them when it needs to.
In a SDK implementation, integrated MediNavTM maps, navigation and location-services become an on-demand component within an existing application. The image at left shows potential integration points by way of example in a healthcare network mobile application. The initial integration points would be the same as deep linking – but much more sophisticated features could be added over time.
The MediNavTM SDK can also be integrated side-by-side with the SDK from your EHR platform inside of a 3rd party mobile application that is developed separately. This has all of the same benefits as integrating MediNavTM within a client branded EHR application, but the maximum control and flexibility in the features and functionalities that can be combined with location-based services and navigation powered by Connexient.
The strategy that is best for your organization depends on a variety of factors. Please contact us for an evaluation and consultation.
If you are a forward leaning Healthcare network looking to drive innovative features and services with indoor mapping, navigation and location-based services, please contact us! The good news is that Connexient is moving forward with many of our clients to deploy the “Airline Check-in Model” right now, so you can join together with us and like-minded healthcare networks to supercharge your Patient Experience.
Connexient started with a simple question and idea in the summer of 2012: "Why can't we have indoor GPS?". That question came from our co-founders long experience with hospital wayfinding systems, and a conviction that digital mapping and turn-by-turn indoor navigation could finally truly solve the pain point of wayfinding inside of large, complex hospitals that signage and kiosks could only partially address.
Innovation is hard! When we asked this question, the technology to achieve navigation quality indoor positioning did not exist. It took us until January, 2015 to get to our first commercial release of the Navigator Edition, leveraging the breakthrough of Bluetooth Low Energy beacons.
Since then, we have deployed over 30 hospitals and 50 million square feet of indoor maps and navigation, at sites all over the country. While it has been tremendously gratifying to see this, we realize that we are still just at the beginning. The official launch of our customer portal this month marks an important milestone to start the next stage of our journey
The launch of our customer portal was driven by two fundamental principles and values that Connexient embraces.
Kaizen, the Japanese word for "change for the good" encapsulates the principle of continual incremental improvement. At Connexient, we are committed to that spirit and philosophy.
At each new site, we have learned more about how to deliver a reliable, robust and intuitive solution at scale in facilities of enormous size and complexity. Often we encountered and had to solve new technical and user experience challenges created by unique characteristics of a particular campus and facility.
We put our learning back in to our product development, as well as tools and practices for improving our deployment and ability to support and maintain MediNav once deployed. This portal and our new customer user group will be a place where we can communicate and share with our customers the challenges we are working on, or have identified and our studying. Even more importantly, we can also get direct feedback on where and how we can improve.
Connexient is a customer-driven company, and collaboration with our customers is a core goal. We have always believed that in order for MediNav to be successful, we must work together with them. That was true during the initial deployment stage of MediNav, and it is even more important after launch that we collaborate to achieve solution success.
Today, for most of our customers, this will be focused on sharing knowledge, ideas, insights and best practices on marketing and simple Web 2.0 integrations that will increase awareness and adoption by patients and visitors. For some customers, we will do the same for more sophisticated integrations with EHR systems such as Epic. The portal will then be place where the trailblazers can make the path easier for those that follow. Some customers are even moving towards addressing other Enterprise use cases for Indoor Maps and Navigation Services through integrations with asset tracking, facility management, safety & security applications.
Whatever their goals, we will work to ensure that our customer portal will become a valuable tool and vehicle for helping our customers to achieve them.
So, today is just the starting point. While we have our ideas, the continued evolution of the portal will be driven by what we hear and learn from our customers, We are eager to start this next stage of the journey to improve Patient Experience and drive innovation and efficiency with MediNav!
Finding your way to your doctor’s office at UAB Medicine just got easier - thanks to MediNavTM! So did finding your way to the parking lot, the coffee shop and the restaurant across the street.
UAB kicked off the marketing launch today for UAB Medicine Wayfinder, available on mobile devices and as a web version for desktop use. UAB Medicine Wayfinder powered by MediNav™ Navigator Edition 2.0. This is one of our largest deployments to date, with 1,534 beacons arrayed across the UAB Medicine campus, and providing maps and navigation for 10.7 miles of routable pathways and over 5 million square feet of space with 135 points of interest or destinations covering seven buildings and three parking garages.
MediNav's ability to provide end-to-end indoor + outdoor wayfinding and navigation is particularly important at UAB, where people must navigate across multiple buildings on a huge campus and to outlying clinics and UAB Hospital-Highlands.
These capabilities also support our popular Parking Planner and My Car Saver features, which get users to the right parking garage based on their indoor appointment locatiion and even remembers where you parked your car to lead you straight back to it.
Today's launch is just the beginning of the first phase for MediNav at UAB Medicine, who have a strong vision for how indoor mapping and navigation services can be integrated with other Enterprise applications and platforms to:
So today is an important milestone to celebrate - but just the first in a path driving realizing all of the value for users and Enterprise ROI that can be achieved with Medinav!