Recently, Gozio CEO and founder Joshua Titus spoke in an interview at ViVE 2024 with This Week Health. During the segment, Interview in Action, Joshua discussed the patient's journey and the distinction between patient and consumer. He then explored how a mobile-first experience can improve this journey.
Patient Vs. Consumer
One of the first questions posed to Joshua was what is the difference between a patient and a consumer.
When asked what the right word was, Joshua didn't choose one or the other, saying, "What we've learned is before they've come in to meet their provider, they are a consumer. They are going to search for the best care. They're going to talk to friends and family. They're in consumer mode."
Joshua explained that this position changes once a patient meets their healthcare provider. "Once they're in those doors and they're in front of a provider or someone who's actually taking care of them in the room, they're a patient."
This transition reverts back to consumer post-visit, "The minute they're looking for follow-up care, and they're again back to doing that search on Google or wherever, they're a consumer. It's a transition."
A Mobile-First Experience
Joshua discussed the increase of mobile apps in healthcare, saying, "People have been taught what to expect through all other aspects of their interface to the real world. Whether it's retail, whether it's Open Table to grab a table, or Google Maps to find your way around."
Joshua tied this to healthcare, "So people just want, in healthcare, the same experience they have everywhere else, in terms of how mobile should work."
However, a mobile app needs to be more than just guiding patients to their doctor's office. "You're stressed," Joshua said, discussing patients, "And so the fact that you're having to do this in a stressful situation, in this really complex campus, to be able to give someone a hand-holding experience to their point of care and back again, it's a key component to making sure that now that they are in full patient mode it's really smooth."
Learn more by watching the full interview on This Week Health.