| Gozio

Introduction

WakeMed Health is a leading healthcare provider in North Carolina committed to delivering high-quality care and an exceptional patient experience. Learn how they worked with Gozio Health to create the WakeMed All-Access App, a transformative mobile platform that significantly improved patient access, navigation, and overall satisfaction.

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Challenge

WakeMed Health recognized a growing challenge: navigating its expansive health system was becoming increasingly difficult for patients and families. Leadership sought a solution that would not only improve wayfinding but also enhance access to care and patient engagement at every stage. A digital companion for before, during, and after their visit.
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To remain a leader in a competitive healthcare market, WakeMed needed a robust mobile strategy that would serve as a true "digital companion" for patients. However, most of the mobile solutions available at the time lacked the functionality to deliver a seamless, value-driven experience. WakeMed required a platform that could integrate multiple patient touchpoints—wayfinding, physician search, appointment scheduling,
and more—while remaining user-friendly and cost-effective.

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“There were not a lot of well-developed mobile apps that met our expectations and needs for the patient experience. Some were not user-friendly. Others were very expensive. We needed an app with intuitive user interface that offered interactive capabilities for engagement.” Debbie Laughery, WakeMed Vice President of Marketing & Communications

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Solution

WakeMed found the perfect solution through Gozio Health, whose expertise in mobile engagement for healthcare allowed for a fully customized solution. Together, they launched the WakeMed All Access App in 2017, offering a suite of tools designed to enhance the patient experience:

Real-time wayfinding to help patients navigate hospital campuses with ease.
Physician search and appointment scheduling to improve access to care.
ED and urgent care wait times to direct patients to the most efficient care options.
Telehealth and virtual visits, added during the COVID-19 pandemic, ensuring safe and convenient care options.
Bill payment and medical record access to provide a seamless patient experience.

To ensure strong adoption, WakeMed launched an internal engagement campaign, educating its 10,000 employees about the app’s benefits before the public rollout. The hospital system used posters, newsletters, television commercials, and on-site launch events to drive awareness and encourage downloads.

Results

WakeMed’s collaboration with Gozio resulted in a highly successful mobile platform that continues to drive patient engagement and satisfaction. Key outcomes include:

228K+ mobile installations and 2.6M sessions
170K+ sessions have utilized wayfinding, improving navigation efficiency for visitors
45% of users access physician search features, streamlining care access.
Increased patient utilization of appointment scheduling, service locators, and other self-service tools.

“The wayfinding feature is absolutely invaluable—you’ve got to have it—but the added value of the other functionality, all in one place in the palm of your hand, is really what makes Gozio’s mobile offering unique. The ease of use is incredible.”
— Debbie Laughery, Vice President of Marketing & Communications, WakeMed

With Gozio, WakeMed successfully transformed its digital patient experience, ensuring that patients can seamlessly navigate facilities, access critical healthcare services, and remain engaged in their care—providing them a true digital companion for before, during, and after their visit.

WakeMed’s commitment to enhancing the patient experience through innovative digital solutions has set a new standard for healthcare accessibility and engagement. By leveraging Gozio’s expertise, they have created a user-friendly, all-in-one mobile platform that not only improves operational efficiency but also fosters stronger patient relationships. As digital transformation continues to reshape healthcare, WakeMed’s success serves as a model for other health systems looking to improve access and patient satisfaction through mobile technology.