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  • TechCXO Panel on Data Driven Growth at the AWS Loft in NYC

    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 Cap​ital. It was held at the AWS Loft,

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  • IDC Health Insights:  Optimizing Digital Patient Experience a Strategic Imperative

    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
  • HealthTech: Consumerization of Care #1 Healthcare Trend for 2019

    Patient Experience and Engagement the Most Critical Issue for Both the Bottom Line and Successful Outcomes

    Two recent articles in HealthTech put a nice book end on all the coverage in Read More
  • GIVING PATIENTS THE GIFT OF COMPASSION AT HACKENSACK UNIVERSITY MEDICAL CENTER

    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

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  • Forbes: What Patients Really Want And Why Healthcare Companies Should Care

    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
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TAG Cloud

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.

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, which on 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

In Part 1 of this blog, we talked about how indoor positioning infrastructure and solutions will converge over time. Today, we will talk about how navigation and navigation quality mapping are fundamentally different than and complementary to indoor positioning and location tracking.

The quick summary is that navigation quality mapping and navigation itself is hard, and requires a complex mastery and synchronization of many different technologies, skills and processes.

These are the things that we wrestle with every day:

1. Navigation-quality maps. This it the most overlooked requirement. Our mantra is The Map Really Matters - because it does. Apple found that out the hard way. There are an entire set of processes, technology enabled services and tools that are required to implement and then maintain navigation quality maps at the required level of accuracy, reliability and currency.

2. Location-related Data. The map and navigation could be perfect, but, if it takes you down a half mile of hallways to a doctor (or department, or whatever) that is no longer there, it is worse than useless. This data is scattered around the Enterprise in general today, and coalescing and then maintaining it is a critical task.

3. Navigation UX. Again often overlooked but critical. There is a synchronized, complex dance of all the above - along with the user interface itself - that all must come together for a navigation user experience to be intuitive and useful. If it is not, it will fail. There is only one standard the user will measure us against: Google (or Apple). So a fanatical focus on that is one of our key drivers.

4. QA. Each and every one of these components - and the system as a whole - must have QA embedded throughout in monitoring, tools and processes. With navigation, the user expectation of reliability is extremely high - and as we move toward the high value use cases in safety & security, the bar gets even higher.

So, we believe that indoor navigation and navigation-based services requires laser focus and constant effort to be successful.

Navigation-Enabling the Enterprise: the Connexient SDK

When it comes to integrating navigation and navigation-based services into other Enterprise applications - whether a Patient Engagement application, RTLS application or otherwise - there is a different but equally large set of tasks and requirements that the application developer and integrator must address.

That’s why the Connexient Mobile Application SDK has been so well received. It eliminates all of the complex issues and effort required to deliver indoor navigation from the task list of a developer or integrator and replaces this with a few simple calls to add maps, navigation and navigation-based services wherever they are needed in the application.

All Screens, Multi-modal Support

It is also important to remember all of the other uses and needs for navigation-quality maps without “blue dot” navigation. That’s why Connexient has always provided All Screens Support. Whether patient, visitor, staff, security or otherwise, there is a universal need for high quality maps, routing and visualization that can be accessed on any screen at any time.

That's what we at Connexient do, and can justify that effort and cost because navigation services and navigation quality maps are then consumed in many different ways across the Enterprise. We have plenty to chew on in solving that problem!

We definitely do not have any plans in our roadmap to be an asset tracking solution. What we are focused on what our clients need: integration and collaboration.

Indoor Navigation + RTLS: The Low Hanging Fruit

Based on our discussions over the last year with clients and partner alike, these are the client-driven use cases that stand out when we look at how Indoor Navigation and RTLS can be integrated.

1. The ability to show the location of assets on navigation quality maps within our app, and navigate that user to them.
2. The ability for an RTLS system to call our maps via an API and get directions or maps back to their own application (i.e. without blue dot).

Over the longer term, as Enterprises standardize on their location services and navigation mapping and services solutions, in many cases the RTLS mobile or other applications might also use our indoor maps and navigation with our mobile application SDK and Web APIs.

The Bottom Line

The bottom line is that these technologies and solutions are complimentary today, and will become more so over time.

At Connexient, we will stay focused Navigation-enabling the Enterprise:

1. Delivering and maintaining Enterprise grade navigation quality maps, navigation and navigation-based services; and

2. Making those easy to consume in any way that benefits the Enterprise and the end users.

This will fit together in different ways with different RTLS vendors depending on their own strategies, but we definitely see these to be two complementary disciplines and solutions that can and should be integrated to maximize the benefits and value of each.

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Connexient LLC

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New York, NY 10001
(212) 763-6604 | (888) 850-4920
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