Healthcare portals: why is the value of good customer experience hard to articulate financially?

Most healthcare portals are poorly designed. This might be partly because the value of good customer experience is easy to appreciate but we can’t seem to articulate the value financially. Customers are the reason-d’etre of any healthcare organization trying to make people health and happy. Healthcare organizations need to take responsibility and help their customers with access to care by guiding member to cost-effective plans and care, health fluency by providing health information and insights into care transactions, and communication with their health teams.

Don’t forget the voice of the patient when designing systems of engagement

The future of healthcare is high-touch, through properly designed software, data, and devices that allow caregivers in these systems of engagement to provide high-value interactions, with optimal cost and outcomes. User-centric design, understanding the care pathway, and not being fixated on technological wonders are all key to provide something useful to caregivers and patients.

Are pilots and zombies keeping digital health in a holding pattern?

We need to get better bridging innovators with nifty tech that can help healthcare and the folks on the inside who are trying to learn how the nifty tech can help; including the users in our development process, but not just the product aspects for product development, but the business model aspects for the customer development part; deploying solutions, keeping in mind that the pilot is a milestone on a path to usage and sales.

Truly patient-centered: implications for health, design, and brand

To be truly patient-centered needs an Awareness of patient needs, a Strategy that goes beyond the app or tech, a Delivery that has engagement-first design, and a solution that is supported by a patient-centered engagement Fluency across all points of contact with the patient.

Components of a successful data analytics program

Data is a big barrier in adopting analytics across an organization. But it is the lack of an organizational structure that will lead to failure, no matter how sophisticated the technology or algorithm. A successful data analytics program takes into account organizational awareness, an iterative strategy, a stepwise approach to adopting applications, and the development of data fluency.

What does “go-to-market” mean?

Every company, by it’s nature, goes to market with something. Yet we have seen so many companies who focus on one aspect of go-to-market, or have a diffuse strategy, or don’t have the capabilities to deliver on the strategy. Go-to-market systems start from the design and dissemination of the strategy across the organization, and goes all the way to your client-interface employees and services. There are a few questions you can ask yourself to gauge the health of your go-to-market framework.

Improving measurement of patient-centricity in clinical trials

I found a very interesting paper (“Preventing Patient Centricity from Becoming a Fad“, Applied Clinical Trials) outlining ideas and recommendations around patient-centricity measurements in clinical trials. Proper integrations of patient centricity measurement and management in clinical trials can improve the quality and vale of clinical trials, and their success rate. The author is concerned about many topics surrounding Read more about Improving measurement of patient-centricity in clinical trials[…]