In this episode, we are joined by Joshua Titus, CEO and Founder of Gozio Health, to discuss what a truly engaging mobile presence looks like in healthcare. Tune in to learn more about why health systems should prioritize mobile engagement and invest in more technology to coincide with their mobile patient portal or website, and what kind of goals related to mobile engagement should be focused on and tracked. This episode is sponsored by Gozio Health.
Summary
Why Healthcare Needs to Prioritize Mobile Engagement
The Importance of Mobile Engagement in Healthcare
Healthcare is trailing behind other industries in terms of mobile engagement, but it’s a critical part of any digital strategy. A strong patient-facing mobile solution can positively impact the level of engagement and overall satisfaction among patients, but a key issue is that healthcare systems don't always have a clear understanding of what a good mobile experience should look like. According to a survey conducted by Goo Health, healthcare executives agree that mobile engagement is important but underestimate the quality of their own mobile offerings.
The Challenges of Mobile Engagement
Tech companies have come up with innovative solutions to optimize mobile engagement, but healthcare systems are hesitant to invest in new technology because they don’t always understand the value it brings. One challenge is authentication - making the process too difficult can discourage patients from using the app, while a bad user experience can result in frustration and abandonment. It's important for health systems to understand that new technology should be purposeful with specific goals in mind, rather than just investing for the sake of doing so.
Moving Beyond Patient Portals
Mobile patient portals are essential to any mobile engagement strategy, but they are only one piece of the puzzle. It's important for healthcare organizations to implement other components such as native mobile apps, voice skills, and wayfinding tools in order to optimize the mobile experience. Health systems also need to prioritize customer loyalty and engagement by providing features that will make patients want to use the app consistently. By tracking key performance indicators, healthcare organizations can measure success and adjust their strategy accordingly.
Measuring Success with Mobile Eyeballs
Joshua Titus, CEO and Founder of Gozio Health, shared that hospitals are primarily focused on the number of installs and uses of their mobile platform in the first year. In the next phase, they focus on utilizing those mobile eyeballs to achieve specific business goals, such as reducing no-show appointments or increasing new appointments. It's important to keep users within the network as much as possible, as each time a patient stays in-network instead of seeking care elsewhere, it can be worth $11,000. By tracking these metrics, healthcare organizations can see the value of their mobile strategy and continue to optimize it for greater engagement.
This episode of [podcast name] was sponsored by Gozio Health. Tune in for more valuable insights on healthcare strategy and technology.
Note: This is an AI generated transcript, not edited by a staff writer and is solely intended for educational purposes. If you have any questions/concerns, reach out to podcasts@beckershealthcare.com
This episode aired on 09/01/2022 and can be listened here.
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