How to strategize a first-class digital patient journey

It is easier said than done to offer an outstanding digital patient journey. In today's society, digitizing every touchpoint of patient journey is crucial. 

Evolving healthcare dynamics and technology have transformed the healthcare experience. As a result, the patient occupies a central position in the care continuum. Patients have evolved from decision-followers to decision-makers. The pandemic has brought about a paradigm shift that has empowered patients to make decisions regarding their sickness and treatment. 

With this ongoing transformation, pharma businesses must comprehend how to use digital patient journey as a tool to design and enhance patient engagement initiatives. Ultimately, the elimination of obstacles and enhancements to the digital patient journey will improve health outcomes. 

I. Defining the digital patient journey 

Before we define the digital patient journey in detail, let’s define the digital front door. This idea comprises all significant virtual touchpoints at which patients may interact with your health system. It may also include social media ads, automated contact center communications, self-scheduling applications, and similar services. 

The digital patient journey ties directly to your digital front door, as it includes all of these touchpoints that a patient chooses to interact with. By examining the patient experience, you can gain a deeper understanding of who visits your health system, why they chose you over a rival, and why they return. 

Examining the digital patient journey assists in identifying obstacles that hinder patients from arranging appointments and provides insight into how patients and customers choose to engage. From there, you can examine and apply these findings to identify particular patient acquisition and retention possibilities. 

Good digital patient journeys do not emerge by luck, they involve extensive preparation and supporting technologies, particularly in a world dominated by technology. In the healthcare industry, technology is not a panacea for solving all problems. Yes, when built and deployed properly, healthcare-specific technology can assist in streamlining workflows, reducing administrative stress, and fostering exceptional digital patient journeys. 

II. Kickstart the digital patient experience with these up-to-date tips 

Online listings are the initial point of interaction between patients and your organization. Patients examine around three websites, ranging from Google Business Profiles to top directories such as Healthgrades, Vitals, and WebMD, before selecting to see a practitioner. Nonetheless, over a third would be deterred from arranging an appointment if they encountered incomplete appointment listings.  

To decrease digital patient leakage and referral leakage, it is essential to maintain accurate and current listings on all sites patients use to locate care. Otherwise, a single broken link or omitted phone number could result in patients falling through the gaps. 

1. Grow reputation management skills by getting high ratings and great reviews 

Doctor star ratings and online patient reviews are the most influential factor in a patient's decision to schedule an appointment. 84% of patients would choose not to see a referred physician with a rating of less than 4 stars. Attract and win over patients actively seeking care with patient reviews that provide a compelling and consistent story across the web.  

Press Ganey's Review Publication system turns patient survey comments into patient reviews that are distributed to websites such as WebMD and hospital find-a-doctor databases. It amplifies your brand by publishing recent, high-quality reviews in all the appropriate locations. 

2. Offer digitizing healthcare scheduling options to streamline the digital patient journey 

Most patients (63%) prefer to arrange appointments online, via an app, or by email, as opposed to calling the office. It is essential to have this choice so that you can communicate with patients via their chosen channels. This "final mile" of the digital patient journey must be streamlined in order to reduce digital appointment loss and increase patient acquisition - no lost calls or waiting on hold required. 

3. Integrating virtual care choices to improve the patient experience 

During the pandemic, telemedicine usage jumped by 338 percent compared to pre-COVID levels. As telehealth technology continues to improve and become more intuitive and user-friendly, reliance on virtual care is anticipated to continue its ascent. In short, people want virtual care. And many consider it as a time-saving and handy alternative to visiting a physical store.  

Now that healthcare companies have spent in enhancing telehealth and offering a frictionless experience.Then, the next step is to determine where telehealth is most effective and allow patients to select for virtual consultations if it makes sense. Expanding your care with virtual options is an effective way to improve digital patient journeys. 

4. Emphasize digital communication to initiate enhancing patient satisfaction 

"Difficulty contacting the office" is the greatest obstacle to patient acquisition. Communication is more critical than ever for fostering customer confidence, patient loyalty, and five-star evaluations.  

60% of patients believe that excellent pre- and post-appointment communication is essential to their loyalty. Moreover, 63.4% consider communication to be more crucial than a physician's bedside manner for a 5-star experience. Text, email, online portals, and in-app chat have rapidly become the preferred modes of communication for many individuals.  

Maintaining these digital channels of communication enables more patients to receive the information they require in a simple and timely manner. It also enhances patient satisfaction, secures better reviews, and converts more first-time visitors into loyal patients. 

A streamlined online experience can go a long way toward establishing patient confidence. The digital patient journey is essential for acquiring new patients. Meanwhile, regularly gathering data through surveys and other digital feedback channels allows you to assess your performance. This data will provide crucial insights into the steps you can take to continue improving and enhancing the digital patient journey.  

III. Final thoughts 

Health systems must promote a smooth digital patient journey by displaying appropriate and compelling healthcare marketing outreach to patients and consumers. To maximize each aspect of the process, you must become more data-driven, though. To accomplish this, you can create comprehensive patient profiles using information from your EHR and reputable healthcare data sources. 

Once you reach this phase, your analytical skills and strategic coordination will carry you to the finish line. And by supplementing your plan with the necessary technology and knowledge, you will be able to acquire and keep patients for life. 

Adamo Software is one of the premier software development companies in Vietnam. By utilizing the most up-to-date knowledge in healthcare software development, our devoted developers will assist businesses in improving digital patient journeys. 

With extensive experience in more than 50 offshore outsourcing software development projects, we employ a quality-driven methodology. It employs innovative technical expertise to provide fast, valuable, and innovative solutions. Adamo's customer-centric business model enables us to safeguard clients' key values.