From HIMSS TV & The Cleveland Clinic Patient Experience Summit: Three Questions Organizations Should Answer Before Selecting a Technology Vendor
“Why is the digital front door important?” That’s the question that sparked a conversation between Relatient CTO, Kevin Montgomery, and HIMSS TV host, Kate Milliken last week at the Cleveland Clinic Patient Experience Summit.
2019 was Cleveland Clinic’s tenth year hosting their Patient Experience Summit, where healthcare innovators and leaders from over 100 major health systems gathered to exchange ideas and unpack the major issues related to patient experience. Keynote speakers and breakout sessions served as forums to discuss how access, technology, design thinking, innovation, communication, and continuous improvement contribute meaningful patient experiences.
Kevin weighed in on some of these issues during an interview with HIMSS TV in which he spoke about harnessing the power of text messaging, where portals have fallen short, how organizations should think about patient use cases, and how patient engagement technology empowers patients.
Technology has a pivotal role to play in the patient experience as patients demand the kind of mobile self-service options available from the likes of Netflix, Amazon, Uber, and countless other consumer brands. Patients want to be empowered to influence their healthcare experiences so they meet their unique needs. This kind of access isn’t bound by typical operating hours or manual processes that are time intensive for both staff and patients.
Milliken makes the point that empowering patients also means letting them determine how often they are in contact with their provider as not every patient wants the same level of interaction. Technology gives healthcare organizations the ability to offer this kind of flexibility to their patients, if selections are made strategically and with a long-term vision in time.
Selecting technology in siloed initiatives can lead organizations to fragmented systems that don’t work well together, don’t serve patients well, and fail to deliver ROI. Kevin encourages healthcare leaders to resist getting bogged down by individual solutions and instead evaluate technology decisions against longer-term strategies using the following three questions:
- What do we want to offer our patients over the next one, three, and five years?
- What problems are we trying to solve?
- Are we aligning ourselves with a partner that can help us facilitate these things long-term?