On Tuesday night, I had the privilege to participate in an interesting panel discussion on Data Driven Growth hosted by TechCXO and sponsored by Riverside Acceleration Capital. It was held at the AWS Loft,…Read More
This is a good article published recently by David Raths in Healthcare Informatics featuring an interview with Mutaz Shegewi, research director for healthcare provider IT transformation strategies at IDC Health… Read More
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
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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…Read More
During MediNav Stage 2 - where most of our clients are today - the focus is on driving an initial level of awareness and adoption of the solution. Since MediNav is an All Screens Solution, there are many aspects to this. But given that the mobile turn-by-turn indoor navigation is the most effective tool to actually help people when they are in the building, the challenge of getting them to try it is paramount.
Getting a person to download a mobile application is hard - especially one that is perceived to only be useful for a short term need or experience such as wayfinding - is hard. Numerous studies show that consumers suffer from app overload and are reluctant to install new applications. But, of course, mobile apps have become one of the most important vehicles for any engagement with consumers. Comscore's 2017 U.S. Mobile App Report, for example, reported that "Mobile apps account for 57 percent of all digital media usage, and smartphone apps alone capture more than half of digital media time spent."
There are many tools and strategies for marketing that are absolutely important and essential to success. Connexient and our clients are all learning together in our community which ones are most effective for mobile applications by sharing ideas and best practices.
So, what are those contextual touchpoints? We encourage our clients to think in terms of Stages of the Patient Journey for an Appointment.
When a patient or visitor is in the act of pre-planning for their visit, this is what we like to call a "golden moment." All kinds of questions will be swirling through their minds. Where is the appointment? Where do I park? Where is that in relation to my appointment? And so on. This is the moment when a user is motivated and eager to learn about and try a digital wayfinding solution - even if it does mean downloading another app.
So think about all of the touchpoints where your patients and visitors be engaged to prepare for their appointment. Here are just a few examples.
Note - integrating MediNav directly into other mobile apps is the most powerful approach of all, but that goes beyond marketing.
If they have not preplanned their visit - and do not have MediNav - chances are your patient or visitor is already lost at this point! Think about those key arrival points where signage can be placed: garages, lobbies, reception and information desks, elevator banks, etc. Other creative opportunities include things like having the parking attendant hand out a flyer, or adding information on the parking ticket itself.
And what digital vehicles are there? Anyone that logs onto your WiFi Portal and/or Mobile Web Site is almost by definition a "Digital Native." Engage them right there with a banner and call-to-action!
And, of course, Kiosks and Digital Signage are where many arriving visitors turn to for information and help. You can use the MediNav Wayfinding Kiosks, or integrate MediNav into multi-purpose Kiosks or Interactive Digital Signs that support HTML5. And don't forget that even standard digital signs can have be a great place to market.
Many people are reluctant to ask for help, or over-confident about their ability to find their way. Once they venture deep into the building - and as often as not get completely lost - this is a prime opportunity to make them aware of the MediNav solution!
Signage, flyers, posters or stickers at key wayfinding points - elevator banks or in elevators, confusing intersections, known problem areas - can be very compelling. Once a patient or visitor gets to the waiting room, with time on their hands and fresh off a wayfinding challenge, be sure that you have flyers or better yet incorporate messaging into other print materials.
Most importantly of all, don't forget about staff. They are your "wayfinding solution" today for most lost patient or visitors - and therefore your most important marketing asset! In our experience, high rates of familiarity and usage of MediNav by staff - who get lost sometimes too! - empowers them to become ambassasors and social marketing agents for the app. Even if they do walk the patient to their appointment, often the app enables them to get there much more efficiently.
Just because a patient or visitor has left the facility does not mean the chance to make them aware of the digital wayfinding solution is over. Any email, print or mobile follow-on communications are an invaluable opportunity to remind the user once again. If they did not use the solution, the pain of the wayfinding experience will be fresh in their minds to motivate them to try it on the next visit.
Each of these stages in the Patient Journey to and from an appointment - and the particular touchpoints you focus on - will have many different types of media that can be leveraged. But when weighting tools and and mediums to focus on, there is no question that mobile SMS is one of the most effective. Nothing else even comes close in the reach and conversion rates.
Further, most healthcare networks are already sending text messages for things like appointment reminders - a perfect 'magic moment' to present the digital wayfinding solution - and would benefit greatly by increasing their opt-ins and engagement through this medium.
But that is a topic for another blog coming soon!
Last week, we posted an article on the basic options and approaches to EHR Integration that Connexient supports, and how this can support an innovative new “Airline Check-in Model” for Patient Experience. But that is just one use case - and how it should be implemented will vary by the capabilities, goals and vision of each organization. There are 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.
A few examples that have come up frequently in our discussion with clients include the following.
Just finding a family member or friend who is already deep inside a large, complex healthcare facility can be a daunting challenge. Our new Meet Me feature - available to both SDK and White Label clients in Q4, 2018 - will make meeting up fast and easy by sharing either your current location or a designated location that you are headed towards.
Today, family and friends often feel chained to the ER, post-op room or other locations while they wait for their loved one to emerge. With Navigation and Location-based Services, they can take advantage of dining, recreation and other convenience and comfort amenities your organization provides without fear. When the appointment or procedure is over, the receptionist or nurse can either go find them or call them back with our Meet Me feature.
Many healthcare networks are asking an even deeper question: why do we even need waiting rooms any more? Their existence is really an artifact of the inefficiency of systems before the advent of ubiquitous personal communication technologies and location services.
With MediNav™, after a location-based check-in in the parking garage or lobby, patients can be navigated directly to their appointment room, and caregivers notified with their location to meet them. Arriving physicians and other caregivers that may not be as familiar with your hospital as daily staff can also benefit from navigation to guide them directly to the specific care room the patient is located.
One of the remarkable innovations of ride-sharing services like Uber is how they leverage location and navigation services to bring drivers and riders together in minutes. What if the valet service at your facilities could work like Uber? Well, now it can! With MediNav™ integration, users could notify valets when they are leaving their appointment, and have the car ready to step into by the time they get there. The key to this is that location services gives the valet real time visibility into that patient’s location, enabling them to coordinate delivery of the vehicle.
Consumers are flocking to the convenience of delivery services for meals, groceries and all kinds of shopping. Increasingly, they will expect this as part of their experience at a healthcare facility. This poses a huge challenge for healthcare providers, however, in the need to provide staff with knowledge of the facility to help vendors make such deliveries - or leave them to wander! With Medinav™, the patient can share their location on an opt-in basis and vendors or hospitality staff can be guided with pinpoint navigation to get there.
By the way, these same capabilities can also be leveraged through integration with your safety & security systems to ensure that your organization has visibility and awareness of the location and activities of all such vendors.
While some of these use cases might be addressed in part as a feature in the MediNav™ White Label application, many can not, and all will be more compelling and useful if integrated with other Enterprise Healthcare IT applications and systems. That’s where Connexient believes that the greatest value of indoor navigation and navigation quality maps will be realized. When it comes to integration, there are two vectors to be considered.
First, more and more of our clients are are focusing on a strategy to migrate to a unified IOT and Location Services infrastructure that will address all Enterprise use cases. As they do this, we see our job as being to support and leverage this infrastructure, providing indoor navigation services as a new layer in Enterprise IT that will make it possible to coordinate and manage the flow of people and equipment through large complex hospital facilities - and the visibility of the Enterprise into this - in an entirely innovative and powerful ways.
Second, our clients want to make applications and systems work together to create connected and integrated user experiences. The area of highest priority for most healthcare networks today is Patient Experience. Therefore, we are working with our clients and leading EHR platforms to provide 3 options for how this can happen with MediNav™. You can read more about that here:
If you are a forward leaning Healthcare network looking to drive innovation, efficiency and great Patient Experience with Indoor Mapping, Navigation and Location-based Services, please contact us.
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.