On Swaay Health: Is Your Digital Experience Helping or Hurting?
In a new article on Swaay Health (formerly Healthcare IT Today), Joshua Titus, CEO at Gozio Health looks at why all digital systems and strategies aren't the same.
"When it comes to the digital experience in healthcare, too many organizations are losing consumers during crucial moments of the patient journey,"he says. "EY describes these moments as the point when people can’t get the answers they need digitally or experience a rough handoff from digital to human interactions. This leads to dissatisfaction and lost revenue."
There is a lot at stake and a real need to do things right he adds. He goes on to share some lessons from leading health systems around best practices for helping consumers. Those include at a high level:
- Package digital resources in a form consumers can navigate easily.
- Map the patient journey based on what you know and then adjust using new data as you have it.
- Ensure that your mobile app strategy is a cohesive part of your larger health system strategy.
In the full article, he goes into a lot of detail on each of these areas and shares some examples. He wraps up with a couple other tips on how to design well-orchestrated experiences that resonate with consumers. Read more about how to create an engaging digital experience for patients.
