In a recent eBook, The Patient is Ready to See You, patients expect healthcare digital experiences to be at the same level as consumer brand experiences they interact with in their daily lives. It is one of the main factors driving the healthcare sector’s transformation.
Cedars-Sinai Medical Center is no stranger to innovative tools. With an array of digital offerings ranging from telemedicine and text message appointment setting, the organization has set out to deliver on the rising patient expectations.
Cedars-Sinai helps more than 1 million people each year in over 40 locations and has more than 4,500 providers – add in the 1,500 research projects. The organization’s data comes from a variety of patient touchpoints, such as how patients are contacting the organization, what percentage are using digital services, how many patients are missing appointments. All of this information creates data that can be leveraged to re-engage patients and identify areas where the patient experience needs to be improved.
“The way we talk about our pursuit of data is very much a journey, and I would describe the last 10 years or so as us largely being on a quest to ensure we can collect as much data as we could while also developing platforms that do more than collect data,” said Darren Dworkin, Senior Vice President of Enterprise Information Services and CIO Cedars-Sinai.
Factoring in the content needed to meet patient expectations or make data actionable, healthcare organizations are turning to a digital experience platform (DXP), which is an integrated suite of tools to help organizations foster meaningful relationships with audiences. It allows organizations to use content to “speak” and data to “listen”.
Sitecore explains that a DXP supports organizations as they adapt to growth in the digital age by providing automation and smart delivery across websites and portals, apps and IoT devices, and more. It also provides insight into the reception and result of these experiences with data, analytics, and often AI and machine learning.
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