Last week, we zeroed in on how we work with Google Maps to deliver true end-to-end, outdoor + indoor maps, directions and navigation. This partnership allows us to make - for example - the complex challenge of parking simple for the patient or visitor arriving at a large facility or campus. The second part of this blog will address the next two common challenges of Wayfinding and Navigation that afflict almost all patients and visitors - and how we have integrated Google Maps to solve them.
The key to this, once again, is our ability as a Google Maps for Work Partner to:
- leverage and integrate all of the rich features and incredible data of Google Maps; and
- add custom layers of map data that 'fill the gaps' between what Google knows about the outdoor world and what Connexient knows about your network locations, campuses and facilities.
Campus Navigation: The Details Are Crucial
We will focus here on four examples.
- Campus Maps: The Details are Crucial
- The Campus Entry Wizard: Figuring out Entry Points and Gates
- Campus and Network Shuttle Tracker
- Network Wide Indoor + Outdoor Wayfinding
1. Campus Maps: The Details are Crucial
While Google knows and maps the world around us to an astonishing level of detail and accuracy, any facility manager that oversees a large campus knows that they often fall a bit short in keeping this data current and complete. The reasons are simple.
- These are private facilities where Google has no inherent right or access to do its mapping to the same level.
- Much of the most important information required for campus mapping and navigation is beyond Google's scope: things like building names, what are the right entrances, what parking lots or garages should be used for each, and so on.
Luckily, as a Google Maps for Work Partner, Connexient can apply its professional mapping services to add these critical details. We can even add things like pedestrian routing and navigation to get users between buildings on appropriate paths rather than roadways.
As a trusted mapper and partner, we can also work to help update the base Google Map itself so that errors in the maps that might affect all users - not just those of your apps - are corrected.
Either way, Connexient is there to make sure it is right, because we know that The Map Really Matters.
2.Campus Wizard: Figuring out Entry Points and Gates
While it may seem simple, Campus entry points and gates can and often do present a confounding element to campus navigation. On some campuses, such as the National Institutes of Health Clinical Center, gates are secured and specific gates are restricted to specific types of visitors. Or, at other campuses, different gates are frequently open or closed depending on the day of the week or the time of the day (e.g. there may be only one gate open in the evenings or weekends).
Whatever the reason, if you end up trying to enter through the wrong gate, not only will you be turned back, but all your routing & navigation will be wrong from there. Failing to address it results in a total failure of wayfinding.
MediNav's Campus Wizard - launching in August - solves this problem by leveraging our knowledge of your facility and campus and presenting the user with a very simple wizard to identify which type of visitor they are. And, our Time of Day Exclusions automatically check whether or not a designated gate on a route is open. If it is not, then we can notify the user and automatically adjust their routing.
3. Campus and Network Shuttle Tracker
Many campuses and networks - like the National Institutes of Health - have shuttle systems that are a key service and solution for patients, visitors and staff. Knowing these shuttle schedules and stops - and when and where the next shuttle is arriving to take you where you want to go - is a critical component of Digital Wayfinding.
MediNav's Shuttle Tracker provides an elegant, totally integrated solution for the Shuttle systems. We can integrate and support:
- shuttle schedules and route networks;
- shuttle stop locations; and
- real-time GPS location of shuttle vans, with time to arrival estimates for each stop.
When you combine this with our indoor mapping and navigation, we can now connect the dots and provide a real solution end-to-end. Currently, a user inside a building can easily check their shuttle stop and time of arrival for the next van. Upon arrival to their destination on a hospital campus, they can use inside navigation. This includes a time to destination estimate to know when they need to leave to catch their shuttle. Coming soon, we will take a step further and - just like our Parking Planner - recommend the best shuttle location and van for the user based on selecting their final destination and tell them when they have to start walking to catch it.
Making those kinds of complex problems easy for the user is what indoor + outdoor, end-to-end Digital Wayfinding with MediNav is all about.
4. Network Wide Outdoor + Indoor Wayfinding
When it comes to Network-Wide Wafyinding, the challenge is a little different. Google knows the outdoor world, and we can rely on Google to get the user their with 100% reliability (OK, 99.99%), incorporating traffic information to optimize the driving route and providing multi-modal options (e.g biking and public transportation).
The problem that real world users face fall into two areas.
Accurate and Complete Data
All of the network locations - and particularly the locations of affiliated physicians, caregivers and resources - are often scattered around in different data warehouses and resources on a Healthcare Network's Web site, if they are available at all. There is rarely, in our experience, a "source of truth" or process for consolidating and validating such data in a large organization. It is just too complex and, until now, there was no pay-off for doing so.
Given this, users normally must resort to Googling a particular physician, clinic, laboratory - whatever it is - and hope that the name they have matches what Google has. And if they do, more often than not what will come back is a list of names and locations to choose from, mixing together not just alternative locations but also caregivers and resources that may have nothing to do with your Healthcare network.
So the result is confusion and frustration for the user. For the Heatlhcare Network, besides a poor user experience, this can also mean literally driving users to resources outside of your network! So it's a lose-lose situation.
MediNav addresses this by integrating all of your network locations and affiliated caregivers and resources into one directory. The user can then use one simple, elegant search and filter UI to drill down quickly and easily to what they are looking for and be sure that is the right person or place and right location. For the Healthcare Network, of course, this ensures that you are keeping the patient or visitor in the network.
We have also found with our clients that this becomes an invaluable resource for staff. Now, rather than having to go back to their desk and search through different databases, staff can have the right information available on the go at their fingertips to provide to a patient, make a phone call or even navigate to get there.
Outdoor + Indoor
If the user now wants to get to that network location, of course, MediNav provides the end-to-end, outdoor + indoor maps, routes and navigation to get there. Often, a patient or visitor will be starting from inside the hospital and then moving on to their next appointment. Let's look at this as an example. MediNav will:
- first navigate them indoors back to their car's parking location - using Take Me to My Car;
- then provide the route from that parking garage to the exact street address of the network;
- deep link to Google Maps to navigate the user to that network location; and then, if applicable,
- again recommend the best parking location.
Thanks to our Google Maps for Work partnership, we can also leverage Google's rich real-time data on Traffic Conditions, or provide options for Public Transportation -incorporating train and bus schedules, or let them know when they need to leave to get to their destination on time.
In the future, we will do much, much more with this rich dynamic data that only Google can provide, to give users even richer and more useful information and options that will reduce late and missed appointments and give our clients visibility and leverage to optimize your resources. But that is the topic for another blog!
Contact Us to Learn How Outdoor + Indoor Digital Wayfinding Will Help Your Organization
If you would like to learn how end-to-end, outdoor + indoor wayfinding and navigation with Connexient + Google Maps will benefit your organization and users, please contact us!
NEW YORK and SYDNEY, July 24, 2017 /PRNewswire/ -- Connexient and CriticalArc announced today that they have formed a partnership to integrate Connexient's MediNav™ Navigator Edition 2.0 with CriticalArc's SafeZone security response and emergency management solution. The combined solution will revolutionize the ability of organizations with complex campuses and facilities to respond to security and emergency incidents.
Connexient is the market leader in Digital Wayfinding and Enterprise Indoor Navigation Services for healthcare, with a rapidly growing roster of over 43 hospital clients. Powered by Bluetooth Low Energy (BLE) Beacons and sophisticated handset sensor fusion technology, MediNav™ Navigator v. 2.0 provides rich indoor maps, "blue dot" indoor navigation and location-based services for patients, visitors and staff.
CriticalArc is global technology innovator and the creator of the distributed command and control solution, SafeZone, which has been adopted by dozens of universities and hospitals across the world over the last several years. SafeZone fundamentally changes the way organizations manage safety and security operations across dispersed campuses and multi-site organizations, allowing proactive response that positively impacts the outcome of any incident.
The combined offering will integrate Connexient's indoor navigation and location services, along with its end-to-end outdoor + indoor maps, to enable truly transformative capabilities for large, complex facilities with real time situation awareness, navigation-enabled response and intelligent egress.
Connexient's Co-Founder and CEO, Mark Green, stated: "As the leader in Enterprise Navigation Services, Connexient is always discussing new use cases for indoor navigation with our clients. One of the most frequent and compelling topics that comes up is Safety and Security. Our clients tell us that they are literally 'flying blind' when they try to respond to issues inside large, complex buildings. We realized that if we could combine indoor mapping and navigation with a robust safety and security solution, the positive impact would be enormous. Our partnership with CriticalArc is focused on exactly that."
CriticalArc's Co-Founder and CEO, Glenn Farrant, added: "SafeZone empowers first responders and incident managers through real time shared location information and incident details sent simultaneously to the control-room and to mobile responders in the field. This allows optimal response across campuses, satellite locations and for workers in the community. Integrating Connexient's indoor maps and navigation services will enable us to extend the benefits and unique capabilities of the SafeZone solution to large, complex buildings and indoor environments, and add the new and unique element of indoor navigation. Compared to the situation today, that is a truly revolutionary step forward."
Connexient (www.connexient.com) provides innovative Indoor Mapping, Navigation and Location-based Services for Enterprises with large, complex buildings and campuses. The MediNav™ Navigator Edition Patient Experience solution helps hospitals and healthcare networks to increase customer satisfaction and loyalty, reduce missed or late appointments and improve HCAHPS scores.
CriticalArc (www.criticalarc.com) designs and delivers the distributed command and control solution, SafeZone™, which is revolutionizing the way organisations manage security and emergency operations. Deployed in hours, SafeZone combines complete situational awareness with the mobile control needed for an efficient and coordinated response to incidents from every-day processes and events through to full-scale emergencies.
At Connexient, we know that Patient Experience is the first “killer application” of indoor navigation and navigation-based services in large, complex facilities. The reason is simple: when patients and visitors get lost - which happens very frequently - this has a direct and negative impact on their experience at the hospital! All of our clients intuitively understand just how big and important this pain point is.
But putting an specific ROI number on this can sometimes be a little difficult. This recent blog post, The Patient Experience Study,by David Aaker, an organizational theorist, consultant, and Professor Emeritus at the University of California, Berkeley’s Haas School of Business, provides some great insights and data on just how big an ROI story Patient Experience actually is:
There is a remarkable ROI story behind improved patient experience but it doesn’t always carry the day because it is not well documented or communicated. Patient experience investment drives increased capacity, reduces operating costs, improves employee retention and builds an enhanced brand that creates loyalty and thereby increases revenues. One study showed an improvement in on-time appointments from 18% to 84% and led to measurable payoffs in terms of productivity and impatient referrals translating to $460,000 average additional patient revenue per physician per year.
So What is the ROI in Patient Experience for Digital Wayfinding?
We are starting to frame out some pilot studies with several of our clients to gather data and analytics on exactly this question! In the meantime, here are some of the focal points for how we think about it and will be framing our metrics for tracking and study.
1. Poor Wayfinding causes unnecessary stress and anxiety for Patients and Visitors.
- We normally hear that this is in the top 3 of comments and complaints in surveys on patient satisfaction that involves a site visit.
2. On average, 30 - 40% of patients and visitors entering a large hospital or medical center get lost.
- This number only refers to those that actually get lost, not the broader pool of those that experience stress from the difficulty of navigating to their destination.
3. 2% of Medicare reimbursements, whichon average represent 43% of Healthcare Network Revenues, are at risk based on HCAHPS Patient Satisfaction ratings and Value-based Purchasing
- Therefore even small improvements to Patient Satisfaction ratings can have big impacts on revenue!
4. 40% of patients and visitors depend on hospital staff for Wayfinding assistance
- While there are certainly benefits to staff interactions, there is also no doubt that the impact on productivity of staff is significant.
5. $150 billion dollars annually are lost due to appointment no-shows, with additional impacts from late appointments.
- Reducing the number of late and missed appointments is goal that Connexient is keenly focused on by integrating appointment scheduling with our Digital Wayfinding - and key features such as our Parking Planner.
Each of these areas, while a little “fuzzy”, do have metrics that can be measured and analyzed to arrive at estimation on ROI for Digital Wayfinding for Patient Experience.
What Is Your ROI Story for Digital Wayfinding?
Each of our clients has their own understanding and experience that frame their thinking about the value of Digital Wayfinding for Patient Experience. Until our pilots and studies are completed, please Contact Us for an ROI Calculator that can help you to make your own estimates based on what you know about your organization, facilities and wayfinding challenges.
And of course, if you have thoughts and metrics to share, we want to hear them!
Contact Us for a Digital Wayfinding ROI Calculator
After a very hectic but rewarding and exciting week at HIMSS16, it is time to catch our breath and take stock. Here are our take-aways from the show on the status of Digital Wayfinding, Navigation and Location-based Services in Healthcare.
The Market Has Arrived
What we saw at HIMSS16 mirrors what we have seen generally over the last couple of quarters: the market has arrived! Digital Wayfinding and Indoor Navigation are no longer a new concept, to be considered and explored, with perhaps a pilot. Rather, we are seeing fully funded, well defined RFPs, and requests for quotations for multiple sites and Enterprise network deployments.
Yes, in this there will always of course be some mix of pilots. But there are many forward leaning healthcare networks that want to positively impact Patient Experience with best-in-class Digital Wayfinding and Indoor Navigation right now.
Integration is the Next Step: The Airline Check-in Model
Connexient CEO, Mark Green presenting and discussing the "Airline Check-in Model" user experience at HX360.
For many of our clients, there is a keen understanding that the real value and ROI from Digital Wayfinding and Indoor Navigation will come when it gets integrated into other key components of Patient Experience. One of the most important of these is Appointment Scheduling. This is where Connexient has been pioneering an innovative user experience that we call the Airline Check-in Model with the following benefits:
- enhance patient experience, making it easy to get to where the patient or visitor wants to go;
- minimize the stress of patients and visitors face in navigating a large, complex facility;
- reduce missed or late appointments – capturing lost revenue; and
- optimize resource utilization by improving enterprise visibility of inbound appointments.
Last week, we announced a partnership with HackensackUMC to bring this from concept to reality. And at HIMSS16, we began fleshing out plans with other clients to do the same.
The Understanding of Indoor Mapping & Navigation as an Enterprise Solution
As important as Digital Wayfinding and Indoor Navigation is to solving a major pain point in Patient and Visitor Experience, Connexient has always emphasized that this is really just the first step. Connexient’s driving vision and product roadmap is to Location-Enable the Enterprise, enabling, via our API + SDK, navigation-quality indoor maps and location services to be integrated into applications across patient experience, operations, security, facility management and more. There are then multiple streams of ROI to be gained from each additional integration.
We are actively planning and moving down that roadmap with the National Institutes of Health. At HIMSS16, we began to flesh this out with several other clients.
Working with Stanley
There was also great enthusiasm from mutual clients about the opportunities for ROI and value to patients and staff that can be delivered through our partnership with Stanley Healthcare. The next phase of this collaboration will be very exciting!
Look for Announcements to Come!
So, all-in-all HIMSS16 was the capstone on the next phase in the growth of the market and of Connexient. Look for lots of news and announcements that will come out of HIMSS16 in the months to come!
Connexient was proud and excited to announce yesterday Smart Source and Connexient Join Forces to Provide Elevated Patient Experience, an industry leader in helping hospitals to increase productivity and revenue. With this partnership, our MediNav™ Digital Wayfinding solution will be linked to Smart Source's proprietary HandHolder™ appointment reminder system.
The combined MediNav™ /HandHolder™ pre-arrival/arrival solution will provide an enhanced and informative patient experience, meaning patients will have the information that they need to not only arrive on-time but also be prepared for their appointment. But there is another benefit that is just as important: improved on-time starts, reduced appointment no-shows and increased patient satisfaction scores for hospitals and physicians.
This infographic encapsulates exactly how Smart Source accomplishes that by reducing missed and late appointme
nts - with proven success at major medical centers across the country.
With our new integrated offering, we are confident that we can boost the already strong ROI equation even further, while taking Patient Experience to a whole new level. In our blog earlier this week, Digital Wayfinding for Patient Experience is an ROI Story, we talked about some of those other drivers of ROI that we are focused on, including improved HCAHPS scores and improved staff productivity.
Our Job: Reduce Stress and Anxiety and Get Patients and Visitors to their Destinations
As much as we are true believers, innovators and visionaries when it comes to the power of Indoor Navigation and location-based services, we also have always had a bedrock conviction that a mobile app is only part of the solution. We always keep at top of mind what our value to our clients and users is. Nobody goes to the hospital to have an indoor navigation experience. They go to the hospital to get to their appointment. That's our mission.
That's why our All Screens approach to Digital Wayfinding is so critical. There are a huge range of demographics and 'user types' at Hospitals and Healthcare Networks. Some of them are "early adopters" that will love blue dot indoor navigation. Others will never touch it. And all will need maps, routes and other information available in multiple modalities:
- on the Web for pre-planning;
- on Kioasks and Digital Signs when they arrive;
- via print options to take personalized route maps and directions with them.
The right modality is whatever each particular user needs at the moment - on any screen, any time, and anywhere.
Connexient + Smart Source: Integrating Appointment Scheduling with Digital Wayfinding
One mantra we talk to our clients about is the critical step of integrating Digital Wayfinding with that crucial moment when a patient and visitor is thinking about coming to their appointment. That is when we can connect the moment of need and motivation for a user to the MediNav application that will actually solve the problem - whichever modality they choose.
Our partnership with Smart Source will now take that integration even further, adding call-to-action and customized links right into the HandHolder™ pre-arrival/arrival solution. Connexient + Smartsource clients will now be able to take this already amazing effective and personalized tool to a new level of convenience and satisfaction for patients and visitors. With MediNav integration for example, users will now add the following capabilities.
- Parking Planner: personalized parking recommendation and guidance in Google Navigation to the right garage without error.
- Welcome Screen: a personalized prompt that automatically opens when the user enters the garage.
- My Car Saver: an automatic option to save the user's parking spot.
- Blue Dot Indoor Navigation: turn-by-turn right from their car, all the way to their final appointment destination indoors.
- Return to My Car: then hours later, guidance right back to their car.
It is pretty easy to see how this will reduce no shows and late starts, as well as the stress and anxiety that so many patients and visitors experience when trying to get to their appointments. It is a great example of 2 + 2 adding up to a 10!
Want to Learn How Connexient + Smartsource Can Help Your Healthcare Network?
If you would like to learn more about Connexient + Smartsource partnership and our integrated solution, please contact us. We are both organizations keenly focused on client needs and above all patient needs, so we look forward to collaborating with current and future clients to push this new area of innovation in Patient Experience.