UNC Health and Hackensack Meridian Health Leaders Share Secrets on Meeting Today’s Consumer Expectations

Patient experience is no longer judged based on bedside manner or in-office interactions alone. Increasingly, it’s defined by the digital journey, and the benchmark for that journey isn’t set by other hospitals. It’s set by companies like Amazon, Netflix, and Domino’s.

Roc Johnson, Director, Digital Strategy, UNC Health

This insight came from Ben Dillon, president and CEO of Geonetric, during a recent member roundtable featuring winners of the eHealthcare Leadership Awards’ Best Digital Patient Experience category. It underscores a growing truth: Today’s patients expect the same seamless, intuitive, and personalized experiences from healthcare providers they enjoy from top-tier brands in every other corner of their digital lives.

This article summarizes the panel’s responses to 10 key questions related to digital patient experience, from prioritizing initiatives to the challenges of online scheduling. [Their comments have been lightly edited for length and readability.]

Members of the panel include:

• Ben Dillon, CEO, Geonetric
• Roc Johnson, Director, Digital Strategy, UNC Health
• Adrienne Woods, Vice President, Digital Engagement, Hackensack Meridian Health

If you are working to elevate digital patient experience in your own organization, read the full article to get practical guidance: Raising the Bar: How Award-Winning Health Systems Enhance Digital Patient Experience

Best regards,
Matt Humphrey
President