SOLUTION PROVIDER Q&A Sponsored Content
The New Dynamics of Patient Engagement in a Changing Operational and Clinical Landscape
Joshua Titus CEO and Founder
Gozio Health
Looking overall across the U.S. healthcare system, what does the landscape around patient engagement look like to you, in general? There is a lot of data on what patients are looking for from their healthcare experience. The newest research shows they want to manage their healthcare via a single interface. There are a number of digital tools they want from scheduling to bill pay to virtual care. Many would prefer mobile access. Intuitively, that number is high among younger respondents, but even the majority of baby boomers say they want things like the ability to text with providers. So the landscape has really solidified in terms of what drives patient engagement–a single point to access care that is mobile native. Patients are tired of waiting on hold, waiting for an appointment, waiting in the clinic, spending time on paper forms. That ability to provide a comprehensive mobile native experience where most of the things patients want can be plugged in and accessible 24/7 is what the future of engagement looks like. The right foundational framework makes this not only possible but easy to do today. There is no reason to build a mobile platform from scratch. Health systems can choose a partner that has already done the work of building the framework and making it easy to plug in most of the tools needed to meet patient expectations. That platform should also be open to allow custom development for unique elements and to adapt as needs change over time.
Are most senior leaders in hospitals and health systems fully aware yet of the importance of patient engagement as a broad strategic focus? It’s clear that healthcare leaders see the importance of patient engagement and experience. In a survey Gozio conducted in 2022, nine out of 10 healthcare executives said that a robust patient-facing mobile app could help them achieve business goals and address challenges like patient engagement and staff burden. But there seems to be a disconnect between the value they place on it and the actual delivery of those solu- tions. Less than 10% of patients say that their providers’ mobile app meets their needs according to McKinsey. In Experian’s newest survey, patients indicated that while
digital offerings ramped up during COVID, they now appear to be stalling out.
What are the most innovative organizations doing in this area? Gozio works with health systems that are succeeding in taking a cutting edge approach to patient experience. First, they are successful because they have broken down silos between marketing and IT departments and are working together to achieve the same set of business goals. Second, because they have taken the time to map out the patient journey and the digital ecosystem, looked at it all from the patients’ perspective, and then let that drive their strategy. CHRISTUS Health has used this process to pull all of their hospitals into a single brand and single patient experience. So has WakeMed Health & Hospitals. UNC Health has gone one step further asking different vendors to work together to create a UNC experience where patients can’t tell where one vendor solution stops and another starts. Baptist Health Jacksonville not only works cross functionally with a focus on system-wide goals, but they are also doing an organization-wide analysis of all their tech vendors in an attempt to streamline the number of vendors. University Health in San Antonio recently achieved a 10 on CHIME’s Digital Health Most Wired Survey where patient experience plays a large role. They achieved this with innovative leadership and a cross-functional approach. By designing solutions from the patients’ point of view and working collaboratively across departments, these health systems are able to create digital experiences that truly meet consumers’ needs.
How will strategies evolve forward in this area in the next few years? Health systems like Baptist Health Jacksonville are set- ting the trend. They are trying to solve more problems with fewer vendors and technology solutions. They are looking for platforms that can grow and change over time to address many needs today and long into the future. Vendors that aren’t looking to the future and building out a platform, or even an ecosystem, that is designed to address whatever the future holds won’t be able to stay competitive.
www.goziohealth.com
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