Health and wellness are fundamental to every aspect of our lives, which makes the quality and accessibility of healthcare deeply personal. So, when 89% of patients in the U.S. say they believe the healthcare system needs an overhaul,1 it’s not just another statistic—it’s a signal flare.
The traditional boundaries of healthcare are gone. The patient experience no longer starts and ends with brick-and-mortar healthcare locations. Consumers have become accustomed to the personalized, easy-to-consume, and predictable experiences offered in retail and other industries and expect a similar experience along every touchpoint of their healthcare journeys.
As patients increasingly want to be heard and involved in their healthcare decisions, patient satisfaction is measured by what they experience along a continuum of touchpoints: in person, remote, and digital with self-guided options. One bad experience, whether remote, digital, or in person, can impact the entire care experience and an organization’s brand.
So, how can organizations optimize patient-provider interactions and deliver care experiences that exceed patient expectations?
Whether it’s a telehealth appointment or securing electronic health records, leaders in healthcare are leveraging IT to streamline operations, enable cost savings, and empower clinical teams to deliver best-in-class patient care. As technologists, it’s our responsibility to take on this challenge of dramatically improving the way providers and patients interact. But before modernization can happen, healthcare organizations must first define their mission, understand who they’re trying to serve, and develop the governance required to accomplish their digital transformation goals. For this, I believe in a practical approach that enables providers to deliver quick wins while accelerating innovation.