At the 8th Annual Becker's Health IT + Digital Health + RCM Meeting, Kristen Jacobsen, vice president of marketing and product management at RevSpring, led a discussion on the challenges and opportunities in digital healthcare strategies.
Ms. Jacobsen and the participants talked about the importance of understanding patient needs and preferences to create a more personalized, streamlined care journey.
The discussion also highlighted the need for a more connected experience, as patients often express frustration with disjointed interactions. Ms. Jacobsen touched on the use of technology, such as apps and online scheduling, to improve patient engagement; however, session participants also noted these tools often fall short in meeting patient expectations due to lack of integration and personalization. Additionally, the discussion emphasized the need for better measurement of patient loyalty and satisfaction.
Editor's note: Quotes have been edited for length and clarity.
Key takeaways:
1: The lack of awareness and intentional design in healthcare technology can lead to fragmented patient experiences.
Kristen Jacobsen: "Customer journeys are not linear — but nothing is this complex. When multiple vendors and multiple siloed systems are talking to each other … We have to consider, how do we use technology to really make this experience feel more connected? We research patients every few years, and they consistently bring up the need for a connected experience. It's important to them."
2: Though challenging to discern, patient preferences and needs should be considered in digital strategies.
KJ: "We're starting to use technology to look at behavior to determine what patients prefer, when they've been presented with all the communications and all the channels — the intention being to lean into that channel going forward. But it's tough to do, given data silos."
3: Amid labor shortages, healthcare leaders must assess the impact and benefits of technology not just for patients — but for staff as well.
KJ: "When it comes to innovation around digital to help create healthier businesses and healthier patients, we hear our clients talking a lot about the challenges in labor and staffing. It's a big opportunity we see for digital automation, but it's important to consider how you're using this technology, even for your staff, so you can help propel them."