Browse Our Blogs

  • 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,

    Read More
  • 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 has been driven since its inception by a vision that Indoor Mapping and Navigation Services will have positive impacts over time that go far beyond wayfinding and Patient Experience - as important as that may be - to address a myriad of staff and operational use cases.

Want to learn more? Come see Connexient and Critical Arc at the Security in Healthcare Summit at the Sheraton Boston, October 24/25th.

Attending the conference - including lodging & meals - is completely complimentary for qualified safety & security staff.

For more information:

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While there are many use cases and opportunities being explored and developed, Safety & Security Response has become one of the most important topics and focal points in our roadmap planning and discussions with our clients. There is a growing consensus that leveraging indoor mapping, navigation and location-services will bring transformational capabilities to Safety & Security Response that will save lives and property.

How to provide a safer, more efficient work environment while demonstrating a commitment to a premium duty of care to staff, patients and visitors is top of mind for every hospital administration team today.

But the challenges of responding to incidents in large, complex facilities are extreme. Critical information needs to be gathered, understood and acted upon within seconds:

  • Where is the incident or person needing response?
  • Where are my responders?
  • How can they be directed to the location of the incident?

In a multi-million square foot building and multi-acre campus, this is difficult or sometimes impossible to determine. We often have heard it described as “flying blind.” The results can be tragic delays and inefficiencies in response.

After understanding this situation, Connexient forged a special partnership with CriticalArc that will offer a ground-breaking solution that combines MediNav’s rich maps and navigation and services to deliver truly transformational capabilities in Safety & Security response.

CriticalArc’s SafeZone® service integrates directly with Connexient’s MediNavTM and uses the same BLE beacons to fundamentally transform the way your organization manages safety and security incidents across your large and complex healthcare facilities and campuses. With SafeZone® , your Safety & Security team are provided with real-time situational location awareness, which enables your team to minimize the impact of an incident by maximizing the speed and efficacy of your response.

It seems like every time we talk to a client or prospect about the SafeZone® product, we hear another use case that solves an additional pain point for our hospitals and healthcare networks.   These are just a few that have been raised:

  • Patient, Visitor and Staff Duress.
  • Optimizing Code Pink responses. 
  • Active Shooter response and evacuation.
  • Lone Worker  / Community Health Worker Safety.
  • Extending and Amplifying Coverage with existing security force.

Thanks to SafeZone's robust reporting and analytics, the solution will also help you to continuously refine and improve security operations and response efficiency and address all of your needs for Joint Commission Compliance.

This is why we are confident you will agree that SafeZone solution paired with MediNav provides incredible value.

If you would like to discuss your use cases and/or learn more about our joint solution, please contact us! And we invite Safety & Security directors to consider joining us at the Security in Healthcare Summit for an extraordinary 2 days of learning and discussion with  innovation-minded leaders.

Coming Soon in Navigator v. 3.1:  Meet Me!

With our Navigator v. 3.0 launch and initial roll-out in our rear view mirror, Connexient is now focused on a busy roadmap of enhancements and innovations in 3.x releases over the next several quarters.    The first of these is a great new feature called Meet Me!

The Problem

Anyone that has ever worked in a large, complex healthcare facility knows that just finding a family member or friend - or colleague or co-worker - who is already deep inside a building can be a daunting challenge.   

The Solution:  Meet Me!

Our new Meet Me feature - now in internal beta and launching in October, 2018 - will make meeting up fast and easy by sharing either your current location or a designated location that you are headed towards.    

The initial release will start with a very simple, intuitive and robust initial design.  Going forward, we will be expanding functionality in many ways, including dynamic updates of the other user's location (think Uber), management of opt-in users and groups (e.g. your family, co-workers, etc.), and more.

The New Era of Location Sharing with MediNav

This is just the first step into location sharing with MediNav - which will open up a world of new capabilities that can radically improve both Patient Experience and Staff Efficiency.    The size and complexity of healthcare facilities and campuses exerts a negative friction on everything that moves around in them - making things more difficult and stressful for patients, less efficient for staff, more costly for operations.   

With location-sharing, MediNav can now start to address not only the problem of "wayfinding" - how to get there - but the even more important challenges of how to coordinate and connect dynamically.   In the past, we have called this the "Uberization of the Enterprise."   We are not talking about Uber as a ride sharing service.  Rather, we are referring to Uber as a service that leveraged mapping, GPS, and navigation to create a remarkable new platform for logistics that enabled the transformational services of ride sharing, but reaches far beyond it.

By adding location sharing into MediNav - and integrating it with other Smart Building and Indoor LBS platforms -  we can help to coordinate the movement of people, assets, equipment - and one day soon perhaps robots - across large, complex facilities and campuses.   Whether it is something as simple as meeting up with a family member or co-worker for a coffee, improving the valet service so the car is ready to pick-up when you arrive, or as complex as transport logistics for vendors and staff, combining location sharing with indoor navigation will create transformational benefits for both users and our Enterprise clients.

Let the new era begin!

Marketing Digital Wayfinding Presents Unique Challenges

During MediNav Stage 2 - where most of our clients are today - the focus is on driving an initial level of awareness and adoption of the solution.   Since MediNav is an All Screens Solution, there are many aspects to this.  But given that the mobile turn-by-turn indoor navigation is the most effective tool to actually help people when they are in the building, the challenge of getting them to try it is paramount.

Getting a person to download a mobile application is hard - especially one that is perceived to only be useful for a short term need or experience such as wayfinding - is hard.   Numerous studies show that consumers suffer from app overload and are reluctant to install new applications.   But, of course, mobile apps have become one of the most important vehicles for any engagement with consumers.   Comscore's 2017 U.S. Mobile App Report, for example, reported that "Mobile apps account for 57 percent of all digital media usage, and smartphone apps alone capture more than half of digital media time spent."

There are many tools and strategies for marketing that are absolutely important and essential to success.   Connexient and our clients are all learning together in our community which ones are most effective for mobile applications by sharing ideas and best practices.

We believe that the key to success is presenting, marketing and integrating the Digital Wayfinding solution into key contextual touch points where users will be focused on and eager to try it.  

Stages of the Patient Journey for an Appointment

So, what are those contextual touchpoints?  We encourage our clients to think in terms of Stages of the Patient Journey for an Appointment.  

1.  Preplanning - thinking about or planning an upcoming appointment

When a patient or visitor is in the act of pre-planning for their visit, this is what we like to call a "golden moment."  All kinds of questions will be swirling through their minds.  Where is the appointment?   Where do I park?   Where is that in relation to my appointment?  And so on.   This is the moment when a user is motivated and eager to learn about and try a digital wayfinding solution - even if it does mean downloading another app.   

So think about all of the touchpoints where your patients and visitors be engaged to prepare for their appointment.  Here are just a few examples.

  • Print - appointment letters, news letters, etc. 
  • Web - the Web site physician finder and patient portal appointment scheduling screens.   This is where you can leverage MediNav's Web APIs and Deep Links to make the solution one click away when it is most needed.
  • Email - appointment reminders and preparation instructions.   What better time than to help them with wayfinding?
  • Mobile - banners & links in other mobile apps and mobile Web sites are powerful.  But in particular mobile SMS appointment reminders are hugely effective because of their 97%+ open rates, and you are engaging the user at precisely the moment when he or she will be thinking about how to get there and where to park!

Note - integrating MediNav directly into other mobile apps is the most powerful approach of all, but that goes beyond marketing.   

2. Arriving at the facility for an appointment

If they have not preplanned their visit - and do not have MediNav - chances are your patient or visitor is already lost at this point!   Think about those key arrival points where signage can be placed:  garages, lobbies, reception and information desks, elevator banks, etc.    Other creative opportunities include things like having the parking attendant hand out a flyer, or adding information on the parking ticket itself.

And what digital vehicles are there?  Anyone that logs onto your WiFi Portal and/or Mobile Web Site is almost by definition a "Digital Native."   Engage them right there with a banner and call-to-action!

And, of course, Kiosks and Digital Signage are where many arriving visitors turn to for information and help.   You can use the MediNav Wayfinding Kiosks, or integrate MediNav into multi-purpose Kiosks or Interactive Digital Signs that support HTML5.   And don't forget that even standard digital signs can have be a great place to market.

3.  At the Facility – and probably lost and actively seeking wayfinding assistance!

Many people are reluctant to ask for help, or over-confident about their ability to find their way.   Once they venture deep into the building - and as often as not get completely lost - this is a prime opportunity to make them aware of the MediNav solution! 

Signage, flyers, posters or stickers at key wayfinding points - elevator banks or in elevators, confusing intersections, known problem areas - can be very compelling.   Once a patient or visitor gets to the waiting room, with time on their hands and fresh off a wayfinding challenge, be sure that you have flyers or better yet incorporate messaging into other print materials.

Most importantly of all, don't forget about staff.  They are your "wayfinding solution" today for most lost patient or visitors - and therefore your most important marketing asset!  In our experience, high rates of familiarity and usage of MediNav by staff - who get lost sometimes too! - empowers them to become ambassasors and social marketing agents for the app.   Even if they do walk the patient to their appointment, often the app enables them to get there much more efficiently.

4.  Follow-on Communications

Just because a patient or visitor has left the facility does not mean the chance to make them aware of the digital wayfinding solution is over.  Any email, print or mobile follow-on communications are an invaluable opportunity to remind the user once again.  If they did not use the solution, the pain of the wayfinding experience will be fresh in their minds to motivate them to try it on the next visit.

Make Sure That You Leverage Mobile SMS

Each of these stages in the Patient Journey to and from an appointment - and the particular touchpoints you focus on - will have many different types of media that can be leveraged.  But when weighting tools and and mediums to focus on, there is no question that mobile SMS is one of the most effective.  Nothing else even comes close in the reach and conversion rates. 

Further, most healthcare networks are already sending text messages for things like appointment reminders - a perfect 'magic moment' to present the digital wayfinding solution - and would benefit greatly by increasing their opt-ins and engagement through this medium.

But that is a topic for another blog coming soon!

 

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Connexient LLC

210 West 29th Street, 9th Floor
New York, NY 10001
(212) 763-6604 | (888) 850-4920
sales@connexient.com