Patient Experience and Engagement the Most Critical Issue for Both the Bottom Line and Successful Outcomes
In the first:
David Betts, principal and national leader for customer transformation in healthcare for Deloitte Consulting, identifies the Consumerization of Care as the most important trend, ranking above Virtual Care, Interoperability, Cybersecurity and Cloud Adoption.
“The patient and family are firmly in the center now, and that’s driving a lot of disruption,” says Betts. Indeed, in a recent CDW survey of healthcare providers, patient engagement ranked as the most critical issue for provider organizations in the coming year. But with this focus comes shifting consumer demands.
“We’ve seen an acceleration of consumers running out of patience with the challenges they have engaging with the system,” says Betts. As a result, “coming to the fore is the need for a much more seamless, digitally enabled, customer-oriented experience of care.”
The second article zeroes in specifically on how valuable applications can be the key to improving patient engagement and succeeding in the transition to value-based care.
Perhaps most importantly of all, this trend is being driven by patients themselves as consumers of healthcare.
Patients Have Come to Expect a Digital Experience
Digital health tools, apps in particular, can help providers to reach patients outside of the walls of a healthcare organization to offer further education and engagement, helping people keep up with care plans or simply stay on top of their overall health. This engagement is becoming increasingly important not only in terms of reimbursement with the move to value-based care, but also in order to help leverage a better experience for consumers.
“We live in an experience economy, and healthcare is no different,” says Betts. “By providing the types of tools customers expect in order to interact with their health systems, organizations can differentiate themselves. Experience matters — it matters to the bottom line.”
Healthcare consumers are taking notice, with 92 percent saying that improving customer experience should be a “top strategic priority” for medical providers in the next year, according to a July survey from Black Book Market Research. This is a spike from just 71 percent in 2017.
Moreover, 90 percent of patients in the survey reported that they don’t feel obligated to continue returning to providers that don’t provide a satisfactory digital experience.
· 92 percent [of healthcare consumers] say that improving customer experience should be a “top strategic priority” for medical providers in the next year
· 90 percent of patients in the survey reported that they don’t feel obligated to continue returning to providers that don’t provide a satisfactory digital experience.
With these kinds of data points, we see the rising tide of Digital Wayfinding as a key tool for Patient Experience becoming a tidal wave in 2019!