Gozio CEO, Joshua Titus, recently participated in a webinar for Health System CIO Strategies for Moving Towards a Uniform Digital Front Door Experience. The webinar featured Aaron Miri, Chief Digital & Information Officer of Baptist Health, Michael Saad, CIO of Munson Healthcare, and Joshua discussing strategies for a unified digital front door.
During their discussion, these speakers were asked questions about the patient experience and the impact of a digital front door.
While we encourage you to watch the entire webinar, we've broken down each section for a quick recap.
Providing a Consistent Experience
One of the first questions posed was, "Why is it so Challenging to Provide a Consistent Experience Across the Board?". The group discussed several challenges of creating a single experience for patients and providers.
According to Miri, one of the challenges is growth. As your health system grows, acquisitions and mergers often lead to new cultures being acquired. This creates inconsistencies throughout the organization. He went on to stress the importance of organization in health systems. This includes ensuring the right people are in the right positions.
However, organization and proper staffing aren't the only things that can support a consistent patient experience. Disparate technology also poses a problem for health systems looking to improve the patient experience. Joshua and Michael Saad piggy-backed on Aaron's discussion about growth and how acquisitions can lead to disparate systems. To resolve this issue, health systems should look to build a unified platform to provide patients with all the features they desire.
Functionality in the Digital Front Door
The webinar shifted focus to providing patients with the experience they want and how to achieve this. In this section, the group was asked directly, "What kind of experience do patients want?"
Saad suggested providing patients with valuable features and resources that they would use. He elaborated by saying that we only use apps in our regular lives that can give us something we need. The same should go for healthcare. Patients want a mobile app that gives them value. Saad went on to say that an app with a single function is not enough. Patients need different features, such as a patient portal or telehealth services, for their distinct needs.
Joshua supported this belief by saying that an app shouldn’t have just one feature that defines it. It's a collection of services that brings value to the user. Whether it's appointment scheduling or wayfinding, patients want a single mobile platform to assist their entire healthcare journey.
Loading your app with multiple features is the first step in creating the perfect patient experience. Once you have the features your patients want, you want to leave room for your app to evolve. Using AI as an example, Joshua expressed the need to keep your app adaptable to new technology. This will allow your app to grow alongside your health system.
These are just a few snippets of a larger, more fascinating discussion. Watch the full webinar, Strategies for Moving Towards a Uniform Digital Front Door Experience.
