3 min read
To successfully evaluate a health systems patient engagement, understanding and optimizing the patient journey is crucial for delivering a seamless and patient-centric experience. Patient journey mapping serves as a powerful tool aiming to enhance patient and care team experiences. However, navigating this intricate process can be challenging, and certain common mistakes can hinder the effectiveness of your efforts.
1. Lack of Comprehensive Data Integration:
The patient journey is supported by a number of IT system investments designed to serve a specific function. But how well do these systems integrate for a comprehensive, 360 view of the patient’s data and interactions? The future of healthcare hinges on the ability for these siloed IT systems to integrate for a holistic view. SpinSci is trusted as the leading experts for real-time AI-enhanced integrations with Electronic Health Records (EHR), Customer Relationship Management (CRM), Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS), Communications Platform as a Service (CPaaS), and other disparate IT technologies are paramount. Failure to integrate and analyze data from these sources can result in an incomplete and inaccurate representation of the patient journey.
2. Overlooking Multichannel Interactions:
In the digital era, consumer driven patients engage with healthcare services through various channels, including websites, mobile apps, social media, and more. They expect and demand the same personalized level of access and experience as when they shop. Health systems must offer a similar omnichannel experience that facilitates these personalized experiences based on patient data and preferences. Ignoring these diverse touchpoints in patient journey mapping can lead to an incomplete mapping. Ensure your patient journey map offers and encompasses all relevant channels and touchpoints to provide a holistic view of the patient’s interactions with your health technology and care team.
The most common interactions often ignored in patient journey mapping are the pre-clinical and post-clinical interactions. The patient journey begins well before the clinical consultation or even before the scheduling process. We cannot ignore the interactions that take place during the awareness and consideration steps for choosing a provider, and the first attempt to access care often via the providers website, chatbots, or EHR portals. Post clinical interactions are equally important to effectively manage successful health outcomes. How do we know we’re successful unless continued 2-way communication is effective to do follow-up, referral management, Rx management, and continued wellness checks? Ensuring our success relies on the effectiveness of continued two-way communication for follow-ups, referral management, prescription management, and ongoing wellness checks.
Again, these interactions are often digital and are strong catalysts, or deterrents, for seeking clinical care with a specific health provider. These touchpoints have a significant impact on a health system’s revenue and bottom line.
3. Neglecting Patient and Care Team Feedback:
Healthcare executives making decisions on health technology prioritize patient satisfaction. Ignoring the voice of the patient or excluding critical interactions or touchpoints before and after the clinical consultation can result in strategies that do not align with actual patient experiences. Incorporate patient feedback, surveys, and sentiment analysis that reflect the end-to-end patient journey to ensure your healthcare technology solutions resonate with the end-users.
4. Failing to Adapt to Evolving Technologies:
Healthcare technology is constantly evolving, and staying ahead is crucial. Failing to adapt your patient journey mapping strategies to incorporate new technologies, such as AI-enhanced tools and emerging IT solutions, may result in outdated approaches that don’t leverage the full potential of the digital landscape.
Conclusion:
In the realm of healthcare marketing, effective patient journey mapping is a strategic imperative. By avoiding common mistakes like neglecting data integration, overlooking multichannel interactions, neglecting patient feedback, and failing to adapt to evolving technologies, your SaaS tech company can position itself as a leader in delivering transformative health technology solutions. Stay vigilant, stay adaptable, and let your patient journey maps guide your way to success in the dynamic healthcare landscape.
Schedule a free journey map assessment with a SpinSci expert today.
