The digital landscape is evolving, and patients expect hospitals and health systems to provide a digital, healthcare patient experience solution on par with retail and other industries. During the first year of the pandemic the number of Internet users grew 10% as a wave of COVID-19 lockdowns and social distancing restrictions made it necessary for people to work, learn, and access basic services online rather than in person. Pandemic mandates have relaxed, but digital interactions are still reaching record heights and consumer expectations for frictionless online experiences remain.
In a recent article, the American Hospital Association Center for Health Innovation reported digital health leaders are prioritizing tools to improve patient engagement and outcomes and outlined 3 principles for them to consider as they ramp up efforts to implement seamless healthcare patient experience solutions. The article also explores findings from a survey of College of Healthcare Information Management Executives (CHIME) members conducted by the patient engagement platform developer Intrado:
- 77% of respondents are investing in enhanced portals and mobile apps
- More than half plan to invest soon in technology to expand SMS communications with patients
- Nearly 40% have automated engagement workflows like appointment self-scheduling, referral management and pre-procedure communications
In addition to these digital investment trends, John Glaser, University of Pennsylvania’s Wharton School of Business lecturer provides additional insight for healthcare executives. “Recognize that technology is only part of the solution. Consumers expect more than the ability to use their mobile devices to make appointments or see their blood test results. They expect to make appointments based on their choice of time and location and to obtain context on their blood tests, including if they are OK, what they should focus on and what should come next.”
Read the full American Hospital Association article for a deeper look into trending healthcare patient experience solutions.