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 Insights. It points to the continued growing emphasis on delivering a great Patient Experience as a key strategic imperative for Healthcare Networks, and other trends that we have seen first hand as a company driving one major component of this.
I mentioned to him that some CIOs and CMIOs may be resource-constrained and focused more on the next year rather than five years out. He stressed that the predictions encompass both longer term trends as well as short-term, low-hanging fruit that are low-cost or low-complexity to address. One example he started with was improving the digital patient experience. The FutureScape prediction is that “driven by rising consumer expectations, 60% of healthcare providers will make optimizing the digital patient experience a top 3 strategic imperative by 2020.”
He also talks about how fast this trend has grown - which reflects our own experience as we have watched and collaborated with Chief Patient Experience Officers that have come on-board at our clients and across the industry.
I asked Shegewi if we had surveyed health system executives about this a few years ago, what that number might have been. “For the most part, the digital patient experience wasn’t even acknowledged two or three years ago,” he said. “The conversation was around patient engagement.” The shift to the experiential conversation is being shaped by market forces involving the rise of consumerism and the promise of personalization, he explained. “In the new era of healthcare, health IT and digital transformation of organizations, the thought processes around working with patients and consumers is shifting very quickly.
Probably the most important trend of all is how it has risen into the C-Suite. Healthcare leaders have come to understand that a holistic approach is required for success, and the importance of integrating Enterprise platforms and applications to work together to deliver seamless, contextual digital assistance for patients during their journey.
I wondered whether this shift in focus meant changing responsibilities for health IT leadership or in the types of people they hire. Shegewi said this recognition about patient experience is happening across the board within health systems. “Previously there was a siloing of roles with the implementation of EHRs and the technology that got us to this point,” he explained. There was siloing between nonclinical IT leadership such as CIOs and clinical IT such as CMIOs and CNIOs. There were further silos between IT and line of business personas — CFOs and chief medical officers. But for organizations that acknowledge the gist of their responsibilities around health IT, patient experience crosses all those roles. It is not the responsibility of any one group.
At Connexient, we are are collaborating with partners such as Rush University Medical Center and Epic to break down these silots and weave MediNav together with other applications in ways that will deliver a great Patient Experience, as well as improved Enterprise visibility and efficiency.
Digital Wayfinding and Indoor Navigation have value on their own, but the truly compelling value for users and ROI for the Enterprise come through integrations that are driving this new era of innovation.