Patient Experience

  • A Partnership Focused on Innovation

    HackensackUMC We are very proud to announce today that HackensackUMC deploying MediNav™ in partnership to drive innovation, transformation and Enterprise ROI in Healthcare that will encompass two tracks of innovation.

    1. an Enterprise deployment of MediNav™ Navigator Edition 2.0 using the Connexient SDK + API to implement an innovative “Airline check-in model” for Patient Experience; and
    2. a collaboration to develop pioneering Indoor Navigation and Augmented Reality features on Google’s revolutionary Project Tango platform.

    Making the Airline Check-in Model a Reality

    A focal point for Connexient and HackensackUMC will be to develop and pioneer an innovative "Airline Check-in Model" for patient experience where digital wayfinding, navigation and location services are integrated with appointment scheduling and patient flow solutions. When fully deployed, this model will bring multiple benefits to HackensackUMC and its patients:

    1. enhance patient experience, making it easy to get to where the patient or visitor wants to go;
    2. minimize the stress of patients and visitors face in navigating a large, complex facility;
    3. reduce missed or late appointments – capturing lost revenue; and
    4. optimize resource utilization by improving enterprise visibility of inbound appointments.

    Appointment reminder Check in

    Our First SDK + API Deployment

    HackensackUMC will leverage the Connexient API + SDK to integrate MediNav maps, routing, directions and navigation into the new HackensackUMC mobile app patient engagement mobile application, Web site and patient portal. This is another huge and very exciting milestone for Connexient. While the initial integration focused on the problem of Patient Experience is important, the Connexient SDK + API also enables our clients to integrate MediNav maps, navigation and location services into applications and platforms across the Enterprise, such as operations (staff and clinical workflow), asset tracking, security, facility management and more. Each integration will bring increasing ROI to the Enterprise and benefits to the end users.

    Pushing the Envelope with Project Tango

    Project Tango Connexient and HackensackUMC will also partner in a second track to develop first a prototype and then pilot a mobile application built on Google’s revolutionary Project Tango platform with two vectors:

    1. Indoor Navigation. Applying Tango as an actual solution for indoor “positioning” and navigation.
    2. Augmented Reality. Leveraging Tango unique ability to “see the world as humans do” for a variety of Augmented Reality use cases for navigating and interacting with physical environments.

    Working with a Visionary Healthcare IT Leader

    “At Hackensack University Medical Center, we are dedicated to healthcare transformation and continuous improvement of the patient experience. We see Indoor Navigation and Location-based Services as a key to solving the challenges patients, visitors – and even team members – face in getting through a large, complex facility such as ours. Our work together with Google’s Project Tango will further push this envelope of innovation with a truly revolutionary leap forward in how mobile devices can understand and interact with the world around them.”

    Now It’s Time to Get to Work!

    At Connexient, we know taking innovation from an idea to reality take careful planning, hard work and collaboration. The benefits of both of these concepts will only be gained through careful integration not just technically, but ensuring that data flows in both directions and delivers the right information at the right time in an actionable way for the people that use it - whether that be the patient or the hospital staff or caregiver.

    We look forward to starting that work today with Hackensack UMC!

    Are You Going to HIMSS2016?

    Please come see us!

    Or schedule a Webex meeting to learn more about the MediNav and the Airline Check-in Model.

    CONTACT US

  • Accenture Study: Superior Patient Experience Can Yield Up to 50% Higher Margins

    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.

    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.

    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.

    There are many other streams of ROI that Digital Wayfinding can deliver, including reducing missed and late appointments and improved staff productivity. We will have more to say on that in our next blog. But it is powerful to see how big an impact something as 'fuzzy' as Patient Experience alone can have on the bottom line!

  • Digital Wayfinding for Patient Experience is an ROI Story

    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.

    b2ap3_thumbnail_David-Aaker.jpgBut 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.

    b2ap3_thumbnail_general-hospital.pngWhat 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

  • Enterprise Indoor LBS: Going Beyond the Patient

    Enterprise Indoor LBS:  Going Beyond the Patient

    Several weeks ago, we talked about the compelling use cases for patients and visitors that will be enabled by our new partnership with Mutare to integrate HIPAA-compliant communications into MediNav, starting with integrating appointment reminders with end-to-end wayfinding.   From there, a wide array of useful features and services flow that will tangibly improve the patient experience while increasing efficiency and capture lost revenue for Hospitals and Healthcare Providers.

    Not surprisingly, the same or even greater benefits arise when you apply Indoor LBS to other areas, such as:

    • Operations;
    • Security;
    • Facility Management;
    • Clinical Workflow;
    • and More

    Each of these areas have use cases that bring compelling value to users and direct ROI to the Enterprise in capturing lost revenue, reducing costs and increasing efficiency. That's why we emphasize to our clients that when we develop and deploy navigation-quality Indoor Maps, what we are really doing is laying a foundation for Indoor Location-Based Services (LBS). Wayfinding and Indoor Navigation may be the first "killer application", but it is really just the tip of the iceberg.

    The Four Cornerstones of Enterprise Indoor LBS

    Over the next few weeks, we will illustrate each of these and discuss the steps we are taking together with innovative clients and partners to realize these benefits.   First, however, we think it would be useful to lay out the conceptual framework for how we approach Enterprise Indoor LBS.

    Each of these cornerstones are critically important, and only when all are fully deployed can all of the benefits of Indoor LBS be realized.  At the same time, however, when building any infrastructure - even a digital one - there is a natural sequence and progression, and the Enterprise can realize substantial and increasing returns at each step along the way.

    1. Indoor Mapping

    Navigation-quality Indoor Mapping is the first step. Why? Because Indoor LBS is about leveraging location in all its aspects. Where things are, which is closest, how to get there, how to optimize flows and positioning of people and equipment, and so on. None of these questions can be answered without navigation-quality mapping.

    The good news is that the Enterprise can achieve immediate benefits as soon as this cornerstone is in place - enhancing patient experience with high-quality digital wayfinding being just one example.   So we advise our clients to start immediately and first here.

    2.  Integrations

    Integrations are the next cornerstone - and where the Enterprise can start to achieve measurable ROI. Why? The fundamental driver of the enormous success of the Internet has been the power of connections:

    • devices (computers);
    • applications;
    • data; and ultimately
    • people.

    As a whole, this truth is captured best inMetcalfe's Law, which says that "The value of any network is proportional to the square of the number of its connections."

    This is why Connexient is committed to providing the best and most complete set of APIs and data connectors that integrate mapping, location and navigation into other Enterprise applications, platforms and IT. We hope that many clients will find that MediNav™ and other applications we create provide value. But the greatest ROI from our platform and services will come as our maps, navigation and location-services are integrated to make other applications and platforms in the Enterprise location aware.

    3. Security

    In building a foundation for Indoor LBS for the Enterprise, security is the third cornerstone. By definition, we are building maps and providing features and services that are at the core of a company's operations, as well as its activities and engagement with its customers and visitors. That is vitally sensitive, and needs to be handled that way.

    In Healthcare, this issue comes to the forefront and must be addressed first through HIPAA compliance.Whether dealing with patients, caregivers or other staff and partners, it is critically important that communications and personally identifiable health information be kept private and secure at all times. But other aspects of Enterprise facility data, operations and activity are equally sensitive and important to protect with the same standard of care.

    That is why Connexient partnered with Mutare to support HIPAA-compliant communications and is implementing HIPAA-Compliant architecture throughout its application, servers and systems.

    4. Indoor Positioning

    Indoor Positioning is the final cornerstone of the digital infrastructure for Enterprise Indoor LBS. As we have all experienced in our every day lives with Google Navigation on our phones, asset tracking, maritime navigation and so on, the power of knowing where people and things are - including yourself - is transformational.

    The good news - and the bad news - is that the technology for "Indoor GPS" is currently in a state of very dynamic evolution. For those companies that want to be early adopters, there are good solutions available right now for smartphones and smartpads using a combination of handset-sensor fusion software and bluetooth low-energy (BLE) beacons.  Meanwhile, Apple and Google are working very hard on their own solutions that will be baked right in to iOs and Android respectively.

    Most importantly of all, Cisco is working hard and moving rapidly with a roadmap for Cisco CMXthat will make a true Enterprise solution for navigation-quality Indoor GPS available by mid-2015.  In the meantime, with their recent release of MSE v. 8.0 and the "FastLocate" module, indoor positioning sufficient for "Location-enhanced Wayfinding" is available right now.

    This is why Connexient has invested so much time and resources into testing and pioneering the integration of Digital Wayfinding with the most advanced indoor-positioning solutions available in the market, and works so closely with Cisco to push the envelope of what is possible today and tomorrow with Cisco CMX.

    Life as a young company on the bleeding edge of technology is hard and full of uncertainty. But we believe the risk and effort are worth the pay-off in being able to deliver the transformational power of Indoor GPS to the Enterprise.

    Bringing It All Together

    When all of these cornerstones of the digital infrastructure are in place, the complete potential of Enterprise Indoor LBS will be immediate, measurable and clearly visible to all stakeholders and deliver ROI and value across nearly all aspects of the Enterprise.

    Connexient's mission is to help our clients realize these benefits. We start first by addressing the four cornerstones, working together with partners and clients to find the right strategy and path to implementation. As these are put in place, Connexient is constantly working to improve and perfect its solutions in four areas:

    1. navigation that guides users (whether they be human or machines) through complex facilities and networks;
    2. analyticsthat give both the Enterprise and users visibility into the key drivers for decision-making;
    3. business logic and intelligence that leverage and weave together all of the elements of location, data, analytics, targeting and personalization;
    4. compelling user interface and experience (UI and UX) that make Indoor LBS intuitive, useful and actionable.

    This is how, we believe, Indoor LBS can and will transform the Enterprise and create an entirely new level of convenience, efficiency and utility for end users.   It will not happen overnight or through one single innovation. It will take hard work, planning and collaboration to get there.

    But our key message is that each cornerstone brings immediate value and returns along the path to laying a complete digital foundation and infrastructure.

    In the next articles in this series, we will focus on the "low hanging" fruit in different areas of Healthcare that we can address right now as we move step-by-step with our clients down this path.

    Want to Learn More?

    Want to learn more about Connexient's MediNav and the path to leveraging Indoor LBS to enhance patient experience, reduce costs, capture lost revenues and improve efficiency?

    Please contact us to schedule a consultation or demo.

  • HIMMS16 Round-up: Indoor Navigation has Arrived

    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

    HX360-Presentation-Mark-2016

    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:

    1. enhance patient experience, making it easy to get to where the patient or visitor wants to go;
    2. minimize the stress of patients and visitors face in navigating a large, complex facility;
    3. reduce missed or late appointments – capturing lost revenue; and
    4. 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!
     

    CONTACT US

  • HiMSS 2015 Recap: Patient Experience is the Top Priority and Indoor Navigation is a Key Part of That

    Like a lot of companies, Connexient had a very busy and exciting time at HiMSS 2015! All in all, what we experienced was a pretty overwhelming groundswell of demand for Indoor Navigation and Location-based services. This was driven by an understanding both of its immediate role in improving Patient Experience as well as its longer term strategic value and ROI. Whereas last year the discussions were all centered on pilots or initial deployments to one building, this year it was all about campus wide or network deployments, as well as driving towards integrations with EHR and other Healthcare IT.

    A major reason was that this headline - not ours - from the 26th Annual HIMSS Leadership Survey.

    HIMSS 2015: Patient Satisfaction and Patient Engagement Race to the Top of CIOs’ Agendas

    What we experienced in our discussions was part of a bigger wave, evidently! Here are just a few excerpts from a great summary by Healthcare Informatics:

    http://www.healthcare-informatics.com/article/patient-satisfaction-and-patient-engagement-roar-top-cios-agendas-himss-leadership-survey

    b2ap3_thumbnail_logo-HCI.pngPatient satisfaction, patient engagement, and quality of care improvement have raced to the top of healthcare CIOs’ and senior IT executives’ agendas in the past year, according to the industry’s leading executive survey. Those were among the findings of the 26th Annual HIMSS Leadership Survey, sponsored by the Chicago-based Healthcare Information and Management Systems Society, and released at a press briefing held Monday morning, April 13, at the vast McCormick Place Convention Center in Chicago.

    With regard to the HIMSS Leadership Survey, most dramatically, respondents ranked “improve patient satisfaction” and “improve patient care/quality of care” as their top business objectives, both at 87 percent, and above “sustain financial viability,” at 85 percent; “improve care coordination,” at 76 percent; “improve operational efficiency,” at 72 percent; “improve physician satisfaction,” at 68 percent; “achieve meaningful use,” at 68 percent; and “increase market share,” at 66 percent. Jennifer Horowitz, HIMSS’ senior director of research, in response to a question from Healthcare Informatics regarding the unprecedented nature of this survey result, noted that the methodology of the survey has changed in this year’s survey, compared to last year’s.

    This sea change in focus was something we experienced directly.

    Indoor Navigation and Location-based Services Directly Improves both Patient Experience and Engagement

    The reason is simple. While the study does not specifically focus on Digital Wayfinding and Indoor Navigation, it is now clearly recognized as a key component of a strategy to improve Patient Satisfaction and Experience. It always has been in Hospitals - this is why there have long been Wayfinding Committees with C-level focus and significant budgets. But now this has been become part of a broader Patient Experience focus with even more Enterprise commitment.

    Additionally, there was also high demand to integrate Indoor Navigation and Location-based Services with Patient Engagement applications and EHR platforms. While there are many potential benefits to this, the low hanging fruit is encapsulated in what have been evangelizing as the Airline Check-in Model Use Case.We'd be the first to agree that there are many things that are not so great about the Airline customer experience these days! But this particular use case is a bright spot and one that can be applied for even greater benefits in Healthcare.

    The "Airline Checkin Model" Use Case

    These screenshots show functionality that MediNav supports out-of-the box to support the integration with EHR systems to dramatically enhance and improve the patient experience.

    Appointment Reminder

    b2ap3_thumbnail_appt-reminder1-sm.jpg

    Patient receives an appointment reminder 24 hours prior and can confirm he/she is coming, as well as set reminder for a desired time when he/she should leave for the appointment. Patient can also view end-to-end route - outdoors and indoors - in advance at this point to pre-plan their trip.

    Parking Planner

    b2ap3_thumbnail_pkg-planner-select-sm.jpg

    Using the Parking Planner feature, Patient is given recommended parking location based on their appointment destination inside the building. Then receives turn-by-turn navigation to the correct garage entrance with Google Maps.

    e-Checkin

    b2ap3_thumbnail_echeckin-sm.jpg

    Upon arrival at the parking garage, Patient’s physical presence is confirmed with BLE Beacon or Cisco MSE and Welcome Screen automatically triggered that enables he/she to save car location, notify caregivers of arrival, and receive turn-by-turn indoor navigation to appointment room.

     

    The result is a win-win-win:

    1. reduced stress for the patient in getting to appointments;
    2. reduced no shows and late appointments for the Healthcare Provider; and something totally new
    3. real-time visibility into incoming flow of appointments so that the Healthcare Provider can manage its "dynamic inventory" more effectively.

    This is a central thrust of our partnerships with both Stanley Healthcare and Intelligent Insights.

    Would You Like to Partner with Connexient to Deliver the Airline Check-in Model?

    Connexient is now actively moving forward on specifying, planning and then implementing the "Airline Check-in Model" with multiple clients and a major EHR platform. This is just one example of an initial use case that is facilitated, of course, and as we move forward with our partners we will continue to develop others.

    If you would like to work with Connexient to leverage Indoor Navigation and Location-based Services to measurably improve the Patient Experience, enhance Patient Engagement and realize direct Enterprise ROI, please contact us!

    CONTACT US

  • How MediNav is Improving Patient Experience at 2 Large, Complex Facilities

    eHealthcare Strategy LogoRecently, eHealthcare Strategy & Trendspublished an article on the launch of MediNav at Robert Wood Johnson University Hospital and our deployment at the National Institutes of Health Clinical Center in Bethesda, MD.

    The full length "digital reprint" of the article came out yesterday and can be found here:

    The first part of the article - focused on RWJ Find My Way - does an excellent job of describing the issue of Wayfinding at large, complex facilities and how Indoor Navigation with MediNav can vastly improve and transform that important element of Patient Experience. The second section, focused on our deployment at the NIH, also addresses in addition the staff version and some of the broader use cases we will support.

    See the RWJ Find My Way Video

    The Importance of Campus-Wide and Network-Wide Wayfinding

    One thread that runs through the article is the importance of addressing Campus-wide and Network-wide wayfinding. Often getting to the right building - and the right parking garage or location - is very confusing and difficult for an arriving patient or visitor. As a consequence, people are lost before they even get there!

    “We are a very large campus,” says Joanne Arico, RN, BSN, Director of Patient Experience at RWJUH. “We take up several city blocks.” She describes a labyrinth of buildings, hallways, bridges, parking garages, and several information desks where patients check in . . . We noticed we had a lot of patients that were in one building that needed to be in another building."

    With over 20 years of experience in Wayfinding for Hospitals and Healthcare Networks, we have always understood the importance of this issue and our Parking Planner feature was designed to solve it.

    Even after a user parks and arrives at your campus - whether that be an actual campus space or an urban campus spread across a part of a city - he or she will often have to navigate to and between buildings. The NIH is a great example of this.

    "The vast complex that houses the National Institutes of Health (NIH) spans 322 acres and can be challenging for both patients and staff to navigate. “We have three and a half million square feet under one roof, so it’s understandable where a patient could get turned around here,” says Eric Cole, Chief Administrative Officer at NIH Clinical Center.

    That's where our end-to-end, integrated indoor and outdoor approach to Wayfinding is so critical.

    Connexient's Google Maps Integration - Filling the Crucial Gaps

    To address this problem of campus navigation, Connexient will leverage its integration of Google Maps to provide additional layers of map information and functionality to seamlessly connect the outdoor and indoor lets of a users journey. With our Enterprise Grade Mapping Services, Connexient can fill in the crucial gaps that will always be in a Google Map. The problem is that Google does not - and can not - know your organization and facilities, nor have the indoor maps of your facilities.

    Connexient ensures that the user will get not just to an address, but to the right entrance - and then from there turn-by-turn to your indoor location. Even when there is not an indoor map of a building, our understanding of your organization, campus and network will ensure that users are guided correctly and accurately to their destinations.

    The Next Step: Transport Van and Vehicle Logistics

    One very interesting next step we will be taking with the NIH is integrating location data for transport vans. This will enable users of MediNav to do things like see the current location of transport vans, get their current ETA (estimated time of arrival) to the user's location and so on. This can be tremendously helpful, enabling users - just as we all do with Uber today - to be more productive and comfortable, rather than having to wait out on a curb, for example.

    This capability will also be applied in the Staff version of MediNav more generally for Enterprise logistics - helping to coordinate all the different vans, golf carts, vendor vehicles making deliveries and so on that are used in operations.

    We call that the Uber-ization of the Enterprise! More to come on that in future blogs!

    To learn how Connexient can provide Indoor Maps, Navigation and Location Services improve Patient & Visitor Experience, increase efficiency and capture lost revenue for your organization, please contact us.

    CONTACT US

  • How Uber is Helping Reduce No-shows at Hospitals

    This article from DHealthcare News is a great illustration of how the new on-demand logistics capabilities of a service like Uber and have a direct and meaningful impact on reducing no-shows and late appointments for hospitals, while simultaneously improving the Patient Experience.

    b2ap3_thumbnail_logo-dhealthcare-news.JPG

    Hospitals are finding new apps to tackle an old problem: Patient no-shows

    b2ap3_thumbnail_Uber-HUMC.jpg

    Of particular interest to us, of course, is that our partner HackensackUMC is as usual leading the way in innovation in this area.   Here's an excerpt.

    • HackensackUMC recently partnered with Uber to try and cut down on its no-shows and late arrivals as well as to give patients a better overall experience. Located in the heavily congested Bergen County, just outside New York City, the hospital’s specialty care facilities, emergency rooms, and medical office building are sprawled across a 3 million-square-foot campus. On any given day, about 10,000 patients and employees go through its doors.
    • Lozano says when patients are asked why they canceled at the last minute or rescheduled an appointment, the answer often relates back to transportation, especially when patients are coming in for an outpatient procedure and know they will be able to drive themselves home.
    • What the hospital needed was a convenient option for getting patients to their appointments on time by delivering them to the appropriate building, says Lozano.
    • “What happened before was people always would come to the front door," Lozano says. "Now, with Uber, we’ve allowed them to come on our campus and specifically map out every specific entrance point … into the hospital.”
    • On Tuesday, Uber Stop signs went up in front of each drop-off site. When people go on Uber and say they want to go to Hackensack, a scrolling dial pops up that asks where they need to go on the campus, Lozano explains. “When you click on that entrance point, the driver’s GPS will take you to that site.”

    As we go forward with Hackensack UMC with our deployment of MediNav connecting the dots with Uber will be a great area of opportunity to further improve efficiency for the hospital, drivers and arriving patients and visitors all at once.  These are the kinds of integrations that we look forward to create value and ROI.  

    Filling the Gap with Google Maps

    Our ability to add extra layers of data on the campus with our Google Maps for Workpartnership - waypoints, markers, routes, points of interest, labels and more - and our knowledge of and ability to navigate users to the indoor locations that are their ultimate destinations are the final crucial pieces to this puzzle.

    Google normally has incomplete information and at times is completely wrong.  This is not because they are not good at mapping!   They know the street networks and public places of our world better than anyone.  But campuses are private facilities, often with restricted access.  Google also knows nothing about the organization and buildings - what are the correct entrances to buildings, the correct parking garages in relation to each building, and other particulars that are critical to successful wayfinding.

    That is where Connexient's Parking Planner feature comes into play - recommending and navigating the user to the correct parking garage based on the indoor location of their appointment.  We can use this same capability to make this Uber drop-off service even more accurate and efficient.  And as with our My Car Saver feature, we can also help the user get back from inside the building to the Uber pick-up location when they are done with their appointment.

    So connecting the dots and closing the gaps like this are crucial to solving real world wayfinding challenges.  More to come on that in a few months!

     

     

  • Introducing the Connexient Blog

  • Our New Partnership with SmartSource: All About Driving ROI

    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.Source: Smart Source LLC

    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.

    1. Parking Planner: personalized parking recommendation and guidance in Google Navigation to the right garage without error.
    2. Welcome Screen: a personalized prompt that automatically opens when the user enters the garage.
    3. My Car Saver: an automatic option to save the user's parking spot.
    4. Blue Dot Indoor Navigation: turn-by-turn right from their car, all the way to their final appointment destination indoors.
    5. 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.

  • The Importance of Digital Wayfinding to Patient Experience

    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!

  • The Psychology of Waiting vs. Patient Experience Enemy Number One

    b2ap3_thumbnail_clock-watcher.pngThis excellent article on PatientExperience.com focuses on a key issues in Patient Experience:  Waiting Times for Appointments!   Among other things, it points out - and research validates - that the anticipation and perception of waiting is often just as anxiety-producing as the actual waiting itself. 

    At Connexient, we are working on a number of important ways to attack and ultimately eliminate this problem.

    First and foremost, we are providing an end-to-end navigation solution with MediNav - both outdoors and indoors - that eliminates the stress of getting lost. Convenient features like Parking Plannerand My Car Saverensure that the patient or visitor is directed to the most convenient parking location based on their actual appointment location inside the building, and then will get them back to their car hours later.   This not coincidentally can also help the Healthcare provider reduce appointment late-shows, which wreak havoc with schedules and often are a primary source of long waits in the first place.

    We are also working on innovative pilots with several clients to integrate appointment reminders with MediNav, supported by HIPAA-compliant communications in our partnership with Mutare.  Just this one simple step of an SMS reminder, with an easy option for customers to then set their own follow-up reminders, has been proven to reduce no shows.

    As we move forward down this path, we are working towards an "Airline Check-in model" where we can dynamically update the organizations scheduling system so appointments can be better managed to actual reduce wait times.

    Technology is not the whole solution but - when integrated into Enterprise IT and processes - can have a big impact on improving both the perception and real pain points of Patient Experience.

    Read the article on Patient Experience.com:

    b2ap3_thumbnail_patient-experience-com-logo.png

Contact Us

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Connexient LLC

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