Finding What Works in Mobile Wayfinding

Read this article for insights on developing an RFP for Mobile Wayfinding.

An Executive Guide to Developing an RFP

resource cover imageWayfinding can do more than help patients find the best path from Point A to Point B. It is an opportunity to begin patient engagement in a positive way, and is often an untapped resource for improving patient satisfaction.

Policy makers, researchers, analysts, and more importantly, organizations that use digital wayfinding solutions, have all concluded that wayfinding is a valuable resource for creating a positive patient experience and producing other benefits to the provider organization. Consider this:

  • The Joint Commission includes wayfinding in its recommendations;
  • An estimated 30 percent of visitors ask hospital staff for directions, and 15 percent ask more than once;
  • Missed and late appointments cost providers an estimated $150 billion annually – mobile wayfinding can reduce that revenue leakage;
  • 50 percent of patients with wayfinding applications use the app to access their medical records, which contributes to Meaningful Use;
  • Three-quarters of patients that use hospital-branded wayfinding applications return to the app to look up physician directories, and two-thirds return to look up hospital amenities

If wayfinding didn’t provide these and other benefits, hospitals would still be relying on signs and paper maps instead of developing mobile platforms that provide navigation and other services and continue to engage patients after they leave the facility.

Multifunctional, hospital-branded mobile apps are popular and proven tools for improving patient experience. To do so, they must do more than guide patients from Point A to Point B, they must also support the organization's technical and functional requirements and provide data analytics to support strategic key performance indicators (KPIs.) This guide to developing a request for proposal (RFP) will help point planners in the right direction. It outlines the key functionality a mobile wayfinding platform must provide, briefly explains why each function is important and provides questions to ask to differentiate providers.