Genny Gordon, on December 11, 2018
Today’s consumers are “shopping” for healthcare now more than ever. And while convenient care options and access to rich provider information are driving healthcare consumers’ decisions around selecting care, insights from our second annual patient access report show that cohesiveness in the patient access experience is lacking.
Nausheen Moulana, on November 30, 2018
Among the first things you want to consider when you’re ready to integrate chatbots is how they align with your product strategy and customer value proposition. In the healthcare space you'll also need to consider and account for the ethical, regulatory, compliance, and operational requirements in the design of the chatbot.
Walker Maeder-York, on November 16, 2018
Recall the last time you scheduled a healthcare appointment. Now compare it to recent experiences searching for a flight or making a restaurant reservation. It’s not news that while other industries have become more accessible and consumer-oriented, healthcare has lagged behind. Navigating health resources can be an opaque process, with provider information strewn across various websites and often inconsistent between what’s available to consumers online and what’s available to those taking their calls in access centers. This makes it difficult for healthcare consumers to find the information they need to make informed decisions.
Blake Morgan, on October 31, 2018
I had the pleasure of speaking to many of you this month in Boston at the 5th Annual Thought Leadership on Access Symposium (ATLAS) and I shared my own ideas on the customer experience. I shared my own personal stories of giving birth, of growing up with a dad who worked in the ER as a doctor for 35 years, and how today we are seeing the consumerization of healthcare. I met many of you and really enjoyed hearing how you work to create an improved patient experience for your healthcare clients. If you saw my closing keynote you know I believe customer experience is key in healthcare. The goal should be to create an experience that meets each customer’s needs in a personalized and convenient way. Systemness is a powerful way to join together the various aspects of healthcare to create a cohesive experience for customers.
Walker Maeder-York, on October 11, 2018
Patient engagement and experience are top of mind for health system leaders. As healthcare consumers increasingly demand efficient and personalized care, the pressure on health systems increases to engage with patients in new ways. Impact Advisors recently reported that more than 80% of CIOs view improving patient engagement and experience as a chief goal1, underscoring the growing recognition among industry leaders of the critical need to compete on convenience and access to care.
Nausheen Moulana, on October 03, 2018
Did you know that over 84% of American adults saw a physician in 2016?1 You would think for an industry that has such a significant impact, they would make things easy, efficient, and consumer-friendly for its users. Unfortunately, this isn’t the case for most. Reflect on the last time you were able to call and book an appointment to see a doctor for yourself or someone in your care. How would you rate that experience? Did you wonder if there was a better and more accessible way to find care?
Chris Gervais, on September 24, 2018
Tell us about the track you’re leading at ATLAS:
I’ll be leading the “Exploring New Frontiers of Patient Access” track, which is incredibly timely and important given the velocity of discussions I’ve been in with customers who are eager to push patient access boundaries at their health systems.
My track includes three sessions:
Blake Morgan, on September 11, 2018
It is in the most difficult times in a person's life that an organization has the opportunity to step up and make a difference. This is especially true in health care. A consistent patient experience is the key to providing a premium care experience and building loyalty. When we don't do this, customers are often inconvenienced, or at worst, receive costly, inappropriate care.
Julie Yoo, on September 04, 2018
Tell us about the track you’re leading at ATLAS:
The Driving Your Health System’s Digital Transformation track at this year’s ATLAS focuses on a topic that has been defined as the “use of technology to radically change the performance or reach of an enterprise,” per the widely recognized definition of MIT Sloan professor George Westerman. We will be covering topics ranging from how to introduce digital transformation initiatives into your organization, to physician engagement in the context of said initiatives, along with real narratives from leaders who have taken digital transformation journeys at their respective organizations.
Walker Maeder-York, on August 16, 2018
In our recent webinar, The Changing Role of the Modern Access Center: Transitioning from Transaction to Experience, Sarah Kier, Director of Operations at Emory Healthcare, and Kelli Kessack, Director of Access and Engagement at USF Health described how they’re growing their organizations to expand access to care and deliver the ideal patient experience. During this webinar, they shared their experiences scaling their respective organizations to champion patient access and provider utilization.
