Healthcare leaders are moving to better the patient experience. Learning from other industries, healthcare leaders are embracing tools and technologies providing a better experience for both patient and provider and empowering patients with knowledge that was not previously offered on their journey. Each year, the Patient Experience Summit, in partnership with the Cleveland Clinic and HIMSS, brings together industry and healthcare decisionmakers to explore the future of patient experience and the technologies that are shaping it.
“I cannot express enough the power of the patient in terms of them garnering knowledge, in terms of honest dialogue, and in believing a patient can do a lot with information,” said Kate Milliken, healthcare entrepreneur and host of HIMSS TV.
Patient empowerment, backed by great patient experience, continues to grow. This year, due to the coronavirus outbreak, the summit was canceled, but there were still a variety of important advances in the patient experience realm that providers should take note of. According to a recent eBook by Sitecore, The Patient is Ready to See You, one of the most important patient experience factors is personalization driven by digital experience technology.
“One of the most interesting things we’ve encountered is personalization,” said Paul Griffiths, GM of the Digital Healthcare Solutions group at Perficient, a Sitecore Platinum partner, in a recent webinar. “Specifically, how personalization interacts for healthcare journey.”
Healthcare organizations can leverage personalization technology to connect with patients on a deeper level. This technology meets patients on their user journey, tailors a unique journey experience, and delivers the right content at the right time to better empower patients. With personalized, unique content provided as patients navigate websites, start check-in processes, and book appointments, patients have the knowledge they need to make better healthcare decisions. Providers can also target potential patients through search queries and geography to show content that is relevant to them, making the journey from the first touchpoint to aftercare instructions feel more fluid, unique, and enjoyable.
“This is not a commerce experience where you come in and have that moment of truth, make a decision and it’s done,” said Griffiths. “It’s actually much more about a user journey. When we are talking about personalization, we are talking about starting with your audience.”
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