Using Digital Tools To Enhance the Patient Journey

Ben Dillon, chief strategy officer, Geonetric

The coronavirus, growing consumerism, and increased competition are contributing to decreased patient loyalty and a heightened need for healthcare organizations to improve the patient experience through digital transformation.

“The latest market research shows there’s been a sharp drop in loyalty over the past few years, especially during the pandemic,” says Ben Dillon, chief strategy officer for digital experience agency Geonetric. “Although consumerism has been a key factor for some time, COVID-19 has accelerated the pace.”

Dillon also notes the industry continues to see growth in competition, both within healthcare and from outside players such as pharmacy chains, large retailers, and startups. “It’s all leading to greater choice and shifts in the way younger generations and baby boomers select and access providers.”

To navigate these changes, Dillon asserts that healthcare organizations must take the patient experience to the next level by leveraging advances in technology. “Today’s tech-savvy consumers want to interact and even receive care online. Strategists and marketers need to prepare to compete in this environment.”

Read the full story now and learn how two health systems, BayCare in Florida and Avera Health in South Dakota, are at the forefront of using technology to meet the rapidly changing expectations of healthcare consumers:

Improving the Patient Experience Through Digital Transformation

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