HCIC 2019 Key Takeaways
November 21, 2019
Earlier this month we attended the annual Health Care Internet Conference (HCIC) in Orlando, Florida. Sessions from the conference highlighted several innovations taking place in patient engagement, patient access, marketing strategies, and more. Our very own COO, Jason Kressel, spoke with Nicholas Korchinski, CIO of CareMount Medical, the largest independent multi-specialty medical group in the country, about how organizations can leverage digital engagement strategies, such as online self-scheduling, to provide patients with 24/7 access to care.
From our own session to networking with and listening to other key speakers, here are our top four takeaways from the event:
- Keep things clean
The first major takeaway expressed by both CareMount and others surrounded one vital mechanism to keeping consumers satisfied: organization. Organizations should not put the burden on patients to find the information they need; namely, patients shouldn’t have to scour through scattered content on a website just to schedule an appointment or accomplish another specific task. Rather, these options should be prominently displayed, both on the homepage of a website, in the provider’s office, and other places your customers are expected to see or connect with you. CareMount’s success in technological innovation stems from this belief of organization, uniformity, and the successful methods of optimizing the availability of online self-scheduling.
- Offer omni-channel access
The patient journey, especially as it relates to access, is never linear, and preferences for interacting are always evolving. As such, organizations should ensure a variety of channels are open and available for patients to access care, whether that be via phone, online, or another viable method of communication.
- Ensure complete patient access
Proper patient access is a culmination of three things: having the right provider mix, appointment inventory for availability, and awareness of online self-scheduling. In many circumstances, organizations will only focus on one or two of these factors, like awareness and not inventory, or another combination of the sorts. Lacking in one of more of these areas can make accessibility more difficult for patients. When all three work in harmony, the process of a patient utilizing the scheduling system to see their preferred physician in a convenient time slot and location is seamless.
- Don’t forget the numbers
Analytics are vital for organizations seeking the ROI on scheduling systems and other related technologies, and especially crucial to understand the conversion rate for patients using those systems. Furthermore, analytics allow providers to both test the effectiveness of these solutions by pinpointing any roadblocks and seeing what changes can be made to further improve the scheduling process.
Flexible and convenient access to care are at the top of patients’ wish list today, influencing their decisions on when and where they choose to receive care. With this in mind, there’s no doubt that healthcare providers must adapt with digital innovation to improve access and better engage patients moving forward.