Patient expectations for the quality of their healthcare digital experiences are rising. As interactions with service providers like Airbnb, Uber and even Starbucks become more seamless and personalized, patients expect the same high-touch, customized treatment from their medical providers—not just in the exam room but from the time they first make contact. To date, healthcare has been lacking in this increasingly important aspect of patient care and that has begun negatively impacting patient experiences. For example, when a patient has trouble navigating a complex facility and ends up late to his appointment, his perception of the entire visit—no matter the actual quality of medical care—suffers. By taking a holistic look at one organization’s digital transformation—from the drivers behind it and challenges faced to the results seen to date—this session will explore how healthcare providers can vastly improve their digital game to deliver frictionless, fully integrated experiences.
Describe today’s healthcare consumer expectations for their digital experiences
Discuss the patient, caregiver and operational benefits that can be achieved from improving the patient’s digital experience
List the key steps that a healthcare provider must undertake as part of a successful digital transformation
Describe how a seamless, fully-integrated digital experience for patients has become a strategic asset to modern hospital systems
Identify aspects of their own digital experience programs that can be improved upon or expanded