It May Be Time to Reasses Your Consumer Digital Interface

Danielle Dyer, published in American Hospital Association

Read "Reasses Your Consumer Digital Interface"

A recent study indicates that new and expanding health care disruptors are outperforming 90% of health systems in providing a seamless, integrated digital experience for consumers. The “Healthcare Consumer Digital Experience Analysis” shows that many provider organizations lack the digital engagement expertise to compete effectively with leading disruptors in health care. The analysis and research were conducted by Navigant, a Guidehouse company, and Centric Digital, which offers a platform to measure an enterprise’s core digital footprint.

Among the findings:

  • Only about one-third of health systems publish emergency department (ED) wait times on their websites vs. 60% of the top urgent care facilities.
  • Less than half (45%) of health systems allow prospective patients to search for available appointment times or request appointment information without logging into a portal, compared with 75% of health care disruptors.
  • Disruptors outperform health systems by 34% in search engine optimization for care needs.

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