Patient Experience

As consumers, we're used to convenient access, frictionless service and personalized experiences in shopping, banking, food service, travel and many other industries. 

It naturally follows that patients expect their healthcare providers to match that level of service when it comes to accessing care, scheduling and completing appointments, and even managing their long-term care plans.

WWT Digital helps healthcare brands identify these valuable patient needs, define user experiences and balance monetization strategies. Our holistic approach helps build brand value and leads to improved health outcomes through better patient adherence and care team collaboration.

Patient experience challenges

Patient experience challenges

Lack of accessibility

Clinician-to-patient ratios are at an all-time low, making accessibility a challenge for many healthcare providers. By leveraging self-service tools, artificial intelligence (AI) routing, call center automation, automated scheduling and treatment alternatives like retail clinics or telehealth, providers can offer patients the convenience of seeking care on their terms.

Minimal personalization

With patients wanting to feel as if they're truly a part of their own care team, efficient care team communication is key to delivering personalized care. Individualized, secure communication across multiple modalities enhances the experience and provides patients with more confidence in treatment plans. This drives increased compliance and medication adherence, which in turn leads to positive health outcomes and a lower chance of readmission.

Poor transparency

As patients become increasingly responsible for larger portions of their medical bills, they're beginning to take a more active role in shopping healthcare options and understanding the details of various treatment plans. Transparency in pre-registration, scheduling and wait times, treatment plans, billing and even financial clearance has become a key driver for providers in enhancing the patient experience.

How We Help

Patient experience solutions

  • Improve patient accessibility
  • Reduce wait times through intelligent routing
  • Personalize communications between patient and care teams
  • Increase patient activation, engagement and loyalty
  • Increase patient capacity
  • Improve chronic care management
  • Reduce care transition friction points
  • Drive higher adherence to treatment plans
  • Enhance billing and payment options

Operational solutions

  • Focus & prioritize digital solutions that create the highest impact
  • Improve health outcomes and compensation models
  • Enhance care decisions by leveraging data analytics
  • Harness ML/AI to improve efficiencies & personalize treatments

Workforce productivity challenges

Workforce productivity challenges

Clinician burnout

While the seismic shift in technology has created significant data opportunities for healthcare systems, it’s complexity has also reduced face-to-face time with patients — a key factor in patient experience. Moreover, poor user interfaces can make administrative tasks incredibly time consuming. A recent study showed clinicians are spending nearly 50% of their time on admin rather than treating patients. We can help you anticipate and optimize the effects that different technology can have on your clinicians and other personnel.

Poor collaboration

Good communication enhances the patient experience. But it is also critical across teams and other care providers. When health care professionals fail to communicate effectively, patient safety is at risk. In addition, data interoperability remains a challenge. Deep integration and data sharing between internal systems not only improves the patient experience, it also helps strengthen care management, drive health outcomes and diminish patient safety risks.

Recruitment, retention and high turnover

While turnover is a challenge for many industries, in healthcare it can negatively impact the patient experience. Low unemployment rates mean there is more competition in the market for the same talent. Leveraging data and technology to balance employee schedules and streamline workflows can differentiate your organization when considering how to effectively retain or recruit staff.

How We Help

Clinical/workforce outcomes

  • Increase appointment volume
  • Reduce missed or late appointments
  • Create care team and employee efficiencies
  • Reduce clinician burnout
  • Improve cross-team communication and collaboration
  • Improve clinical team recruitment and retention
  • Optimize resource and staffing management/allocation

Operational outcomes

  • Drive more in-house referrals
  • Improve operational standardization and consistency
  • Reduce mistakes and costly readmissions
  • Improve system-wide health outcomes
  • Enhance business decisions via data analytics
  • Improve procurement and carrier contract management
  • Engage, educate and enrich communities