Do You Have a Wayfinding Problem?
Do your patients sometimes get lost and delayed trying to find the right parking location, or after parking finding their way through a maze of hallways to their appointment? Or are your patients arriving far earlier than needed for their appointment, and then experience the frustration of a long waiting for their appointment to start?
If this happens occasionally - or frequently - in your healthcare network, you are not alone! We have heard from our clients over and over how a large percentage of the comments in HCAHPS surveys are about problems patients and visitors had with parking, finding their way, not being able to find their car after their appointment is done - and on and on. We also know that over 40% of patients and visitors that enter a hospital get lost! So it is a real problem with big impact.
Do You Have a Wayfinding Problem?
If So, How Much Is It Really Costing You?
First, of course, getting lost can also result in missed or late appointments – a problem that costs hospitals over $150 Billion annually in the United States. There are also very real and measurable impacts on the efficiency of staff: patients and visitors are not the only ones getting lost! Moreover, staff interruptions and time spent to guide patients and visitors around facilities can be substantial. One hospital reported that on average, nurses in a high traffic department were interrupted every 3 minutes for wayfinding questions.
But while these costs may be the most obvious, that is just the tip of the iceberg.
Have You Assessed the Impact of Wayfinding on Patient Experience?
Any one that has ever been to a large hospital medical center - or worked at one - understands intuitively the very real and negative impact of poor wayfinding on Patient Experience. Patients and visitors are already stressed, and the added frustration of getting lost only creates more of it.
Patient Experience itself is often perceived as a qualitative area that does not translate into direct cost vs. benefit analysis, however. But that is changing. Healthcare networks across the nation have started to realize in recent years that Patient Experience can and does have a very direct impact on the bottom line.
This study by Accenture provides some great data points and analysis on that. The study concluded, for example, that ”hospitals that offer a superior patient experience can expect to achieve 50% higher margins - better than they can achieve by cost cutting alone.”
The Airline Check-in Model for Patient Experience
For all of these reasons, Connexient has been working with our clients to integrate digital wayfinding and location-based services together with appointment scheduling and check-in in an innovative new "Airline Check-in” Model for Patient Experience.
The idea is simple: connect the dots to reduce stress, improve patient experience and reduce missed and late appointments, all while lessening the impact on staff who must provide wayfinding assistance. As we go forward, this can provide both predictive and real-time visibility to healthcare networks on their inbound appointment flow to optimize the use of personnel and resources.
The "Airline Check-in Model" is just one use case - and how it should be implemented will vary by the capabilities, goals and vision of each organization. There are also any number of other ways that indoor maps, navigation and location-based services can be leveraged to innovate in ways that enhance Patient Experience and drive Enterprise visibility and efficiency.
How to Get There: Integration is the Key
Whether you are taking baby steps or plunging into the opportunities to supercharge your Patient Experience with indoor navigation and location-based services, the common denominator is integration. While appointment information or scheduling could be addressed in part as a feature in the MediNavTM white label application, chances are your healthcare network already has or is planning or developing a primary Patient Engagement or Experience application. This is where you can provide the most compelling value and address the most use cases through integration.
That’s why Connexient is focused on providing the platform, tools and services that enable digital wayfinding, indoor navigation and location-based services to be incorporated as an on-demand feature within healthcare Enterprise IT applications.
Options for EHR Integration Supported by Connexient
There are three basic approaches to advanced Patient Experience integrations that can be supported by Connexient. Each of these require planning, collaboration and timelines to implement.
1. Deep Links Between Apps
Connexient can provide and leverage web services to support contextual deep links between Mobile Applications. This is the easiest and most rapid path. In the example at right, a patient that has booked an appointment in your Patient Engagement mobile app, could then click a “Go There” button.
- If MediNav is not installed, the deep link will send the user to the Google or Apple App Store to download/install.
- If MediNav is installed, open it and the patient's appointment destination will already be loaded.
The user can then in one click enjoy the benefits of Parking Planner, My Car Saver and Door-to-Door Navigation to his or her appointment. Many other types of deep links can be leveraged in both directions between two apps to create an integrated user experience that flows between them when it needs to.
2. MediNav SDK Integration within EHR Branded App
In a SDK implementation, integrated MediNavTM maps, navigation and location-services become an on-demand component within an existing application. The image at left shows potential integration points by way of example in a healthcare network mobile application. The initial integration points would be the same as deep linking – but much more sophisticated features could be added over time.
- No separate app download means maximum adoption and usage.
- Fully integrated user experience is more compelling.
- Unlimited PX use cases for location-based services and navigation can be addressed over time.
- Connexient could collaborate with EHR platform providers for standardized integration.
3. MediNav SDK Side by Side with EHR SDK Within Official Hospital Mobile Application
The MediNavTM SDK can also be integrated side-by-side with the SDK from your EHR platform inside of a 3rd party mobile application that is developed separately. This has all of the same benefits as integrating MediNavTM within a client branded EHR application, but the maximum control and flexibility in the features and functionalities that can be combined with location-based services and navigation powered by Connexient.
The strategy that is best for your organization depends on a variety of factors. Please contact us for an evaluation and consultation.
Want to Learn More? Contact Us!
If you are a forward leaning Healthcare network looking to drive innovative features and services with indoor mapping, navigation and location-based services, please contact us! The good news is that Connexient is moving forward with many of our clients to deploy the “Airline Check-in Model” right now, so you can join together with us and like-minded healthcare networks to supercharge your Patient Experience.