Health care organizations are focused on increasing patient engagement and improving patient satisfaction. As consumers, our expectations are high. We are used to doing many tasks online with an end to end digital experience in the retail, financial, and travel industries. Health care is clearly playing catch up.

But can we blame software limitations and hope for technology solutions when talking about what we need to do? I’ll be the first to say there is probably an app for any problem. But, it’s not just about technology.

Health care is a high touch business for clinicians and support staff. The processes and workflows have to work hand in hand with technology. Think about your experience seeing your doctor. Making the appointment, checking in, checking out, handling your co-pay, and getting referrals scheduled should be simple, consistent, and most importantly patient centered.

Culture is critical. Every person you encounter in your health care journey should have your best interest and satisfaction as their priority. After all, we care for people. It’s all about basic customer service, it’s not rocket science. Continue reading →