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Mobile Wayfinding Delivers Comprehensive Patient Experience Metrics

A mobile wayfinding platform supported by an analytics portal is an invaluable resource for your facilities, marketing and patient experience teams.


Mobile Wayfinding & Patient Experience Metrics cover imageThe power of patient analytics cannot be underestimated. A mobile wayfinding platform supported by an analytics portal is an invaluable resource for your facilities, marketing and patient experience teams. Analytics from your wayfinding platform provides real time insight into what is going on in your facilities. You have the ability to see where patients and visitors are driving in from, what they are searching for, where they are located when they are searching, and much more. This information allows you to better understand your patients' journey.

Influential Metrics on the Patient Journey

"To determine which factors most strongly influence patient satisfaction, health systems must accurately understand the end-to-end inpatient journey, from pre-admission scheduling and testing through to follow-up care, as well as the role that price, service offerings, physician referrals, and brand play in determining where patients seek care." 1
An HCAHP survey has 32 pre-determined questions that reflect a snapshot of patient satisfaction, but the questions do not reflect many of the touch points during the patient journey. When measuring experience, patient behavioral metrics are often more telling than responses from HCAHP surveys.

It is important to understand specific pain-points your patients’ experience and find solutions that have analytic data to prove their effectiveness.

Obvious pain points that affect patient's experience, but are not in the 32 predefined questions, are navigating the health system and ease of accessing services. More and more hospital systems are turning to solutions like Gozio’s mobile wayfinding platform to address these pain points. The platform provides a hand-holding experience from the moment a patient leaves their driveway to when they arrive at their medical appointment. The solution also has the benefit of reaching your patients at multiple touch points, such as physician directories, ability to schedule appointments, access to virtual visits and medical records, and collects real-time data along the patients’ journey.

This comprehensive data allows your hospital system to measure what’s not surveyed in HCAHPS and assess influential metrics on the patient journey to improve the overall patient experience. Gozio's wayfinding analytics provide a patient-centric view and offers your hospital a dive deep into specific aspects of the patient journey. With comprehensive data on the patient journey, your hospital can deliver measurable improvements that reflect positively on patient experience and the bottom line.

Download this white paper to learn more.


1 https://healthcare.mckinsey.com/measuring-patient-experience-lessons-other-industries