Best User Navigation Wayfinding Solutions Products

Competitive dynamics have evolved as health systems work to become more consumer-centric. Beyond the altruistic motivations of wanting to better serve patients, organizations have clear financial incentives for making their services more accessible to patients. Succeeding in this market will require solutions to two key imposing trends.

Increasingly demanding consumer expectations:

• As recently as 2015, healthcare providers were rated by Forbes as the third worst industry for consumer experience – ahead of only cable companies and government agencies like the D.M.V. Meanwhile, consumer technology firms like Amazon, Google, and Uber set increasingly high expectations for convenient, tailored experiences. These technology firms, as well as retail players like Walgreens and Wal-Mart, are better known and more trusted than health systems. As non-traditional providers invest more in healthcare, many health systems are ill-equipped to compete in the new environment.

Changing economic incentives:

• Limited transparency, coupled with evolving payment and risk-sharing models, are fueling a shift from passive patients to discerning consumers. The growth of high deductible plans, and increased transparency of quality, cost, and other information, are driving consumers to be more discerning in their healthcare decisions. The impact on health system patient acquisition and retention is only amplified by evolving payment models that depend on activating and engaging patients in new ways.

The topic of Consumer Access touches all parts of an organization, ranging from patient access centers and digital media enable patients to enter the system to physician group leadership and IT which much create the capacity and processes to serve those patients. Although complex, the upside of a successful consumer access strategy pays dividends.

Grow market share

• Protect and grow market share by offering easier points of access and scheduling
• Enhance satisfaction by delivering a consistent experience across touchpoints
• Improve experience by making self-navigation easier

Improve profitability

• Reduce leakage by guiding patients to the right provider and right site of care
• Attract preferred payor and narrow network plans by creating a coordinated and integrated experience
• Reduce uncompensated care costs by increasing access to critical and preventative services for underinsured populations

The rise of consumerism in healthcare has made patient experience a key strategic priority for health systems. Today’s patients have more choice and expect great service. And now that patient experience metrics are linked to reimbursement under the Affordable Care Act (ACA), many providers are implementing innovative strategies and technologies that focus on improving patient satisfaction.

These digital solutions, for example, focus on enhancing better communication and patient empowerment. From online appointment scheduling, bill pay and patient-provider messaging to educational videos, home monitoring tools and wellness reminders/apps, providers now have an array of digital options to help drive patient satisfaction, acquisition and long-term brand loyalty.

30% of visitors feel confused and lost during their first visit to a health care facility.

Patient and visitors find it difficult and stressful to navigate hospital facilities, and have trouble relying on staff to guide them. 25% of staff can not locate destinations within the facility* -for-hospitals/.). This leaves many visitors feeling frustrated and stressed. In some cases this may lead to late or missed appointments.

There are digital tools to help patients navigate health care facilities and ultimately reduce late and missed appointments, improve operational efficiencies and enhance the overall patient experience