At the Elevate PX 2024 event hosted by The Beryl Institute, a compelling panel discussion explored how mobile technology is reshaping the patient experience. The panel featured Adam Cherrington, Vice President of Digital Health and Patient Voice at KLAS; Dr. Susan Akinyi-Okumu, AVP of the Patient Experience Department at Temple Health; and Julie Marino, Manager of Product Management at Novant Health.
Each panelist offered a unique perspective on the role of digital transformation in healthcare. Marino emphasized the importance of designing patient-centric tools and experiences. Dr. Akinyi-Okumu shared firsthand insights into building and deploying solutions that meet patients where they are. Cherrington underscored the critical need to involve patients in the design process and ensure their voices are embedded throughout the digital journey.
Together, the speakers explored both the challenges and opportunities in advancing mobile engagement, agreeing that a unified, user-friendly digital front door is essential to improving access, satisfaction, and outcomes.
Patients Want Better Access through Mobile
A new patient survey showed that 85% of patients tried to interact with their healthcare providers through their mobile device, with varying levels of success. Most patients report a preference for managing their healthcare through a single platform, with 50% indicating a desire for mobile access specifically.
Today, patients are burdened by fragmented access, often navigating multiple apps, websites, and in-person points of contact just to complete basic tasks. A significant disconnect also exists between what CIOs believe they offer and what patients say they experience. One consistent frustration: too many access points, both digital and physical.
Mobile Helps Solve Bigger Problems
Mobile solutions have the potential to support broader healthcare objectives, including diversity, equity, and inclusion. Cherrington noted that assumptions about older adults or lower-income individuals not using smartphones are largely unfounded—data shows that mobile access is widespread across demographics.
Mobile wayfinding, for instance, helps patients navigate large, complex facilities, improving punctuality and reducing stress. Marino highlighted the success of Novant Health’s mobile app in delivering real-time information, simplifying communication, and enhancing the overall patient journey.
There Are Challenges to Overcome in Implementation
Despite its benefits, implementing mobile technology presents challenges. Marino noted that early resistance from staff and the ongoing need for internal promotion can slow adoption. Additionally, maintaining brand consistency and creating a cohesive digital experience across platforms is difficult and requires specialized expertise.
Both Marino and Dr. Akinyi-Okumu discussed how fragmented systems, both physical and digital, hinder engagement and must be addressed through intentional design and C-suite buy-in. Engaging leadership early and often is key to aligning strategic vision with execution.
Data Is Important and Difficult
Personalized, seamless digital experiences depend on complex data integration. As Cherrington emphasized, data is both the most valuable asset and one of the most significant challenges for healthcare organizations. Panelists agreed that success requires platforms capable of connecting disparate data sources to create a streamlined experience.
Organizations also benefit from internal champions who can bridge the divide between technical and business teams, translating data into action that improves the patient experience.
What Success Looks Like
True success in mobile engagement is measured by how effectively it meets patients' needs. While total downloads are a useful metric, repeat usage is more telling. Marino noted that a key goal is enabling patients to complete tasks quickly and intuitively, indicating a well-designed, efficient platform.
Ultimately, while the panel began with a focus on patients’ demand for mobile solutions, it evolved into a broader conversation about breaking down silos and simplifying the healthcare journey.
To learn more about the latest research into digital patient engagement trends, download this report.
