The Digital Patient Journey: Mapping Success
In this episode, we dive into the digital patient journey, focusing on mapping success. Over the past few weeks, we've had numerous conversations with systems and providers across the country who are looking to rebuild their websites and make their digital front door easier to access. Many face budget or approval constraints, so we're here to bridge that gap by focusing on interim action items such as content and technology adjustments.
Sometimes, it’s necessary to redo your website entirely. However, if a full redesign isn’t feasible right now, here are some steps to improve the patient journey in the meantime:
Activity:
-Outline Key Service Lines:
-In your office, write down your primary service lines that you are looking to drive patient volume.
-Take your cell phone, get in your car, and try to find and book an appointment for a specific service line. Identify where it was difficult.
Key Discussion Points:
-Optimize for Micro-Moments: Be there when patients need you most. Use symptom-specific or other search-friendly terms to go beyond just service-line messaging.
-Simplify the Path: Remove friction from online scheduling and information gathering. How many clicks does it take to schedule an appointment?
-Expand Beyond Your Website: What other platforms appear in your search? Explore third-party directories and ensure your presence there.
-Mobile-First Thinking: Ensure seamless experiences across all devices. For example, implement click-to-call functionality and other development solutions to simplify user interactions.
-Competitor Deep Dive: Analyze the digital patient journeys of your competitors. Review their strategies for each service line. Make a list of improvements needed for each of your organization’s service lines.
While a new website might be the best move eventually, these steps can help enhance the patient journey and improve your digital front door experience even without a complete overhaul.
Connect with Jenny:
Email: [email protected]
LinkedIn: / jennybristow
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