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Step-by-Step Guide to Implement Effective Digital Front Door in Healthcare
A successful digital front door approach, when implemented appropriately, may increase patient activation, engagement, communication, and happiness along with their experience well with the healthcare system before even the patient requires treatment.
Fremont, CA: The digital front door of healthcare has finally arrived. Patients expect healthcare to be accessed in the same way as other services such as food delivery, entertainment, shopping, and sports. The healthcare system of today is patient-centric, driven by consumerism--patients value convenience and flexibility, and expect healthcare to "meet them where they are," just as other industries do.
A digital front door approach connects patients at all important touchpoints during the patient experience. A successful digital front door approach, when implemented appropriately, may increase patient activation, engagement, communication, and happiness along with their experience well with the healthcare system before even the patient requires treatment.
Providers must meet patients where they are to open the digital front door. It encompasses the following stages, according to the Advisory Board Company:
Consumers, or patients, also engage with the health system before seeking care during the awareness stage. It includes teaching about where to go for care, public health education, advertisements on health system services, social media marketing, and preventative health technologies such as symptom questionnaires.
Patients in the search stage want a stress-free vendor search experience. They value simplicity and comfort, preferring an online user-friendly and mobile-friendly, and assist them in understanding what the healthcare system or provider provides. At this level, patients want pricing transparency.
Patients want an uncomplicated scheduling experience that prioritizes pre-appointment education throughout the schedule and pre-care phases. At this stage, the health system aims to meet the patient's administrative needs, including funding choices, and guarantee that all patient pre-visit processes are done. The health system accomplishes this by employing technology to increase ease and availability of use, such as appointment reminders, chat capabilities, real-time wait times, self-scheduling, and checklists for something that has to be performed before a visit.
The digital front door provides digital contact points that cover demands at the original care website throughout the receive care phase. Mobile check-in and digital maps may be included at a facility. Patients want a consistent patient experience from when they pull into the parking lot or enter the facility. It is made possible in part by technology.