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
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
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
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, a very cool space and gathering place on Canal Street for start-ups and developers to meet over coffee, attend technical workshops and educational sessions, and more. Jon Chang moderated the event and my fellow panelist was Pamela Dunaway.
Pamela's focus and background is in data-driven consumer marketing, which was a nice complement to our B2B2C business.
When we look at the role of data collection and analytics in the success and growth of Connexient, it boils down to one thing: delivering value to the end user and our enterprise clients.
How do we make our application better - its performance, UI/UX, user success, etc. And how can these functionalities improve their overall experience? A great app is not enough - it has to actually make the user's life better.
How can we help them meet their business objectives, starting with their goal to deliver an outstanding Patient Experience? But we also focus on how our solution as a whole will help to improve their Enterprise visibility and efficiency. This starts with the Patient Experience and clinical resource optimization, but over time we can also positively impact their operations and facilities.;
I won't attempt here to reconstruct the discussion itself, but User Privacy and Data Ownership became a major topic. It was interesting how strongly aligned we were in our philosophies, despite these different backgrounds. These are the three things that we at Connexient think about.
Many of our clients are also starting to understand the major positive impact that Indoor Maps & Navigation Services can have for their staff, operations and facilities much more broadly. As we integrate MediNav with Enterprise applications across these areas, the opportunities for data collection and analytics will be even larger and perhaps even transformational.
The growing role of data - and even Big Data - for Connexient and our clients is a fascinating topic, that we will continue to explore.
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 Insights. It points to the continued growing emphasis on delivering a great Patient Experience as a key strategic imperative for Healthcare Networks, and other trends that we have seen first hand as a company driving one major component of this.
I mentioned to him that some CIOs and CMIOs may be resource-constrained and focused more on the next year rather than five years out. He stressed that the predictions encompass both longer term trends as well as short-term, low-hanging fruit that are low-cost or low-complexity to address. One example he started with was improving the digital patient experience. The FutureScape prediction is that “driven by rising consumer expectations, 60% of healthcare providers will make optimizing the digital patient experience a top 3 strategic imperative by 2020.”
He also talks about how fast this trend has grown - which reflects our own experience as we have watched and collaborated with Chief Patient Experience Officers that have come on-board at our clients and across the industry.
I asked Shegewi if we had surveyed health system executives about this a few years ago, what that number might have been. “For the most part, the digital patient experience wasn’t even acknowledged two or three years ago,” he said. “The conversation was around patient engagement.” The shift to the experiential conversation is being shaped by market forces involving the rise of consumerism and the promise of personalization, he explained. “In the new era of healthcare, health IT and digital transformation of organizations, the thought processes around working with patients and consumers is shifting very quickly.
Probably the most important trend of all is how it has risen into the C-Suite. Healthcare leaders have come to understand that a holistic approach is required for success, and the importance of integrating Enterprise platforms and applications to work together to deliver seamless, contextual digital assistance for patients during their journey.
I wondered whether this shift in focus meant changing responsibilities for health IT leadership or in the types of people they hire. Shegewi said this recognition about patient experience is happening across the board within health systems. “Previously there was a siloing of roles with the implementation of EHRs and the technology that got us to this point,” he explained. There was siloing between nonclinical IT leadership such as CIOs and clinical IT such as CMIOs and CNIOs. There were further silos between IT and line of business personas — CFOs and chief medical officers. But for organizations that acknowledge the gist of their responsibilities around health IT, patient experience crosses all those roles. It is not the responsibility of any one group.
At Connexient, we are are collaborating with partners such as Rush University Medical Center and Epic to break down these silots and weave MediNav together with other applications in ways that will deliver a great Patient Experience, as well as improved Enterprise visibility and efficiency.
Digital Wayfinding and Indoor Navigation have value on their own, but the truly compelling value for users and ROI for the Enterprise come through integrations that are driving this new era of innovation.
In the first:
David Betts, principal and national leader for customer transformation in healthcare for Deloitte Consulting, identifies the Consumerization of Care as the most important trend, ranking above Virtual Care, Interoperability, Cybersecurity and Cloud Adoption.
“The patient and family are firmly in the center now, and that’s driving a lot of disruption,” says Betts. Indeed, in a recent CDW survey of healthcare providers, patient engagement ranked as the most critical issue for provider organizations in the coming year. But with this focus comes shifting consumer demands.
“We’ve seen an acceleration of consumers running out of patience with the challenges they have engaging with the system,” says Betts. As a result, “coming to the fore is the need for a much more seamless, digitally enabled, customer-oriented experience of care.”
The second article zeroes in specifically on how valuable applications can be the key to improving patient engagement and succeeding in the transition to value-based care.
Perhaps most importantly of all, this trend is being driven by patients themselves as consumers of healthcare.
Patients Have Come to Expect a Digital Experience
Digital health tools, apps in particular, can help providers to reach patients outside of the walls of a healthcare organization to offer further education and engagement, helping people keep up with care plans or simply stay on top of their overall health. This engagement is becoming increasingly important not only in terms of reimbursement with the move to value-based care, but also in order to help leverage a better experience for consumers.
“We live in an experience economy, and healthcare is no different,” says Betts. “By providing the types of tools customers expect in order to interact with their health systems, organizations can differentiate themselves. Experience matters — it matters to the bottom line.”
Healthcare consumers are taking notice, with 92 percent saying that improving customer experience should be a “top strategic priority” for medical providers in the next year, according to a July survey from Black Book Market Research. This is a spike from just 71 percent in 2017.
Moreover, 90 percent of patients in the survey reported that they don’t feel obligated to continue returning to providers that don’t provide a satisfactory digital experience.
· 92 percent [of healthcare consumers] say that improving customer experience should be a “top strategic priority” for medical providers in the next year
· 90 percent of patients in the survey reported that they don’t feel obligated to continue returning to providers that don’t provide a satisfactory digital experience.
With these kinds of data points, we see the rising tide of Digital Wayfinding as a key tool for Patient Experience becoming a tidal wave in 2019!