3 Lessons Learned from Blowing Open the Digital Front Door

View the presentation slides here.

Even before the pandemic, there was a growing demand from patients for more digital solutions to simplify the health care journey. COVID-19 blew open the digital front door and underscored the value of real-time digital communications and location-aware technologies in meeting communities’ immediate health needs, addressing residents’ fears and managing patient flow. Now, connecting an organization’s consumer-facing digital touchpoints has become key to optimizing the patient experience as well as revenue.  

Piedmont Healthcare was no stranger to digital strategy before the pandemic. In 2017, the health system launched a system-branded mobile platform with advanced features such as the ability to access urgent care and emergency department wait times, initiate virtual visits, schedule appointments, find a physician, pay their medical bills, and more. Within two years, Piedmont had 50,000 mobile downloads. It also boasted a 30% click-to-fulfillment rate for online scheduling of appointments, with 26% of online scheduled patients new to the system. When COVID-19 emerged, leaders used the lessons they had learned to make the most of their mobile platform. They leveraged the platform to inform residents of new protocols, share information regarding COVID testing, deploy video visits via MyChart, and enable consumers to schedule vaccine appointments.

For health care organizations, developing the right digital offering presents a strong opportunity for growth and competitive positioning. In this session, leaders from Piedmont Healthcare will explore strategies they used for creating a seamless digital experience for patients and the keys to developing a tightly integrated, hassle-free digital health platform, including ways to assess the ROI of digital front door initiatives.

Learning Objective 1:  Discuss the ways in which connecting all of a health system’s digital touchpoints provides a competitive advantage 
Learning Objective 2: Define the keys to developing a tightly integrated mobile strategy that ties together all of an organization’s consumer-facing digital elements 
Learning Objective 3: Identify appropriate goals and KPIs for your digital front door related patient throughput, loyalty and revenue

Sponsored by Gozio Health *

* SHSMD Sponsored Webcasts are educational offerings brought to you directly by and with support from paid sponsors. The content is educational in nature relevant to the SHSMD membership, and has been selected by the sponsor. The opinions expressed are those of the presenter and do not necessarily state or reflect the views of SHSMD or the AHA.