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
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 Green and Joe Motta partnered with their colleagues at Hackensack Meridian Health to deliver 1,000 compassionate compression kits to patients. Each kit includes a pair of stylish compression socks, an eye mask and ear plugs. Compression socks are great post-operation and during treatment as they increase circulation, decrease swelling and reduce the risk of blood clots.
“We wanted to do something meaningful for those who won’t be home for the holidays this year,” said Connexient co-founder and president, Joe Motta. “By giving patients at Hackensack University Medical Center compassionate compression kits, we’re hopefully providing comfort during their treatment and recovery.”
(Left to right) Connexient CEO, Mark Green was joined by Hackensack Meridian Health co-CEO, Bob Garret; Hackensack University Medical Center FACHE, President of Population Health at Hackensack Meridian Health, Mark D. Sparta; Vice President Hospitality Services at Hackensack Meridian Health Kunle Modupe and Joe Motta, co-founder and President at Connexient.
Connexient provides indoor GPS for the Hackensack University Medical Center Campus, and is rolling out across the Hackensack Meridian Health network.. Finding your way through massive hospitals and medical centers can be stressful. Not to mention, getting lost can result in late or missed appointments, a problem that costs hospitals over $150B annually in the US. Connexient’s MediNav™ patient experience solution provides true turn-by-turn indoor navigation and works like Google Maps or Waze but for indoors. Now, patients, visitors and staff have an indoor guide on their phone to help them reach their destination.
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 to put a big focus on Patient Experience - as evidenced most prominently in the new position of Chief Patient Experience Officer at so many organizations.
PX is also important because people’s expectations have been raised in other areas of their lives such as retail and hospitality. I wrote about this last year, saying that most healthcare organizations continue to operate with a provider- and payer-driven approach, when they should be modeling PX after customer experiences in other sectors. Even though people don’t see themselves as customers in a healthcare setting, The Beryl Institute found that patients have come to expect “an experience that treats them in certain ways and acknowledges who they are as people in the process.” The Beryl Institute concludes, “Leading healthcare would be naïve to think they are not being compared to those other experiences people are having.”
This section is fascinating - and points to just how impact Patient Experience - either positive or negative - can be (emphasis is mine).
The Beryl Institute asked people what they or someone they knew did as a result of having both positive and negative heathcare experiences. For positive experiences, 73% -- the highest percentage -- responded that they would “continue to use the same doctor or organization.” This suggests that PX has the potential to increase loyalty and influence patient choice.
The top reported action following a negative experience (76%) was that people said they would tell others – this far outweighed any other response to a negative experience and is similar to the percent of people who say they would share with others about a positive experience (70%). Together these findings indicate that that people are telling the stories about their experience, good or bad, in at least 7 of every 10 healthcare encounters.
With that kind of impact, it is not hard to understand why this study by Accenture last year:
concluded that ”hospitals that offer a superior patient experience can expect to achieve 50% higher margins - better than they can achieve by cost cutting alone.”
At Connexient, we have certainly always found the primary driver of the demand for MediNav to be the clear understanding of the negative impact of wayfinding challenges on Patient Experience, and the desire of our Patient-centric, innovation-minded clients to change that. Many of our clients are now moving with us to connect the dots of Digital Wayfinding into their Enterprise applications and overall strategies for deliver outstanding Patient Experience.
“This is perhaps one of the most significant brand opportunities for healthcare organizations today…Healthcare organizations should be asking themselves, ‘What is the story we look to create in the experience we provide and what we want others to tell about us?’.”
Connexient works hand-in-hand with our clients to make that a story worth remembering - and telling others about!
Want to learn more about how Connexient can help your healthcare network deliver outstanding Patient Experience?
It's exciting to see the mainstream technology media start to pick up on the revolution of Digital Wayfinding and "Indoor GPS" in Healthcare. One sign of this is that Gartner recently named Connexient as a "Cool Vendor" in their recently published report on Wayfinding in Location Services.
Gartner Analyst, Tim Zimmerman advises Infrastructure & Operation leaders “should evaluate new and innovative technologies that don’t require any interaction with the enterprise infrastructure, while providing navigational guidance to anyone that needs to get to his or her destination. The ability to integrate different location services, provides infrastructure flexibility, and the hands-free implementation capabilities of managed services or expertise of professional service offerings makes it easier for organizations to deploy wayfinding solutions.”
In two recent Hype Cycle reports, Gartner analysts also highlighted how what they call "experiential wayfinding" is becoming a critical tool for CIOs in two key areas:
Mark Gilbert, Gartner healthcare technology analyst, writes:
“Based on inquiry calls, experiential wayfinding adoption is increasing. Health Delivery Organizations (HDOs) primarily use experiential wayfinding as a means to create a consumer-centric patient experience. For visionaries, experiential wayfinding is envisioned as an integral component of a consumer and patient engagement strategy and as an on ramp to the real-time health system.
Wayfinding has evolved to encompass an ecosystem of technologies that combine in a way that assists a patient to conveniently locate and navigate the healthcare provider facility and space. Experiential wayfinding helps patients navigate an episode of care or navigate their health journey. Wayfinding of all forms is becoming a requirement as the complexity of care delivery continues in increase."
Connexient was born from a simple idea that 'Indoor GPS' would finally truly solve one of the major problems for Patient Experience: wayfinding. We have been working with our clients over the last several years and are now implementing many new models for how - leveraging our SDK - MediNav can be integrated with EHR platforms and Enteprise applications to drive innovative new Patient Experience models for location-based e-checkins and concierge services.
But as simple and clear as the idea of "Indoor GPS for Patients" was, Connexient has also been driven by a vision that this was just the tip of the iceberg. Just as with GPS and navigation outdoors, there are a myriad of ways in which these technologies can be used.
Gartner's new paradigm of "The Real Time Health System" provides an elegant and powerful framework for thinking about this. One area in which our vision differs from Gartner is in the breadth of the impact of Enterprise Digital Wayfinding and Navigation Services. Whereas they frame it narrowly - as "Experiential Wayfinding" - what our market experience has shown us is that patients and visitors are just the tip of the iceberg. When you start to dig, you find all kinds of negative impacts and friction on the operational effiency, costs and revenues from the same underlying problem of the complexity and size of healthcare facilties, campuses and networks.
This is why our clients are increasingly seeing Connexient's MediNav as new "Navigation Services Layer" in the IT stack that will drive compelling new use cases and operational efficiency through integrations with Enterprise applications in areas such as patient engagement, asset tracking, facility management, safety and security, and more.
Many of the high value 'profiles' that Gartner analyzes would be greatly positively impacted by Digital Wayfinding and Enterprise Navigation Services. Here are few examples.
All of these technologies today use maps that are incomplete and innacurate, and lack navigation services. And their benefits and ROI would be greatly increased - in some cases transformed - by leveraging navigation-quality maps and navigation services. Connexient's focus is to work together with our clients to ensure that all of these benefits for the 'real world' components of the Real Time Health System are realized over time, starting first with Experiential Wayfinding. As we do that, the problem we are solving is not so much 'wayfinding' as the dynamic coordination people, equipment, vehicles - and one day soon robots.