See the opportunities and challenges organizations face in addressing the patient experience.
Case Studies provide real stories of current efforts, including programs being initiated, practices being implemented, and outcomes being targeted and/or achieved. Case studies are presented as both an opportunity for learning from others as well as a spark for further ideas on how we work to improve the patient experience. If you have a case study to share please contact us
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Navigating Your Way to A Better Patient Experience
What was the challenge, opportunity or issue faced?
Children’s Healthcare of Atlanta knows that having a child in the hospital can be a scary and overwhelming experience. As Children’s searched for ways to improve on service and provide a positive overall patient experience, they discovered that families were having difficulty navigating their healthcare facilities. Children’s consistently delivers in the top quartile for patient experience, a high bar for pediatric hospitals. So, when Children’s Family Advisory Council stressed that navigating the complex organization was difficult and sometimes resulted in late and delayed appointments, Children’s began researching innovative solutions. They recognized that a smartphone-based, navigation platform for the healthcare system represented the next generation of mobile health and patient experience, putting location-based information at patients’ families’ and visitors’ fingertips.
An aspect of Children’s digital strategy was to use wayfinding as a hook to get patients to download and return to a mobile app that would also provide services such as viewing wait times and saving their spot in line at one of our urgent care facilities. The wayfinding app has the benefit of exposing families to additional applications and tools to help with all their medical care needs, such as MYchart, Children’s patient portal, which allows patients to schedule appointments, fill prescriptions and contact specialists. Children’s developed the mobile platform to be customized to their patient population’s needs, with access to multiple services in one location.
What did you do to address it?
Children’s decided to capitalize on smartphone usage by developing a modern, consumer-facing mobile app that would provide families with an innovative wayfinding experience. But for a mobile wayfinding app to be successful, it needed to meet several of Children’s complex wayfinding challenges. First and foremost, the app needed to align with patient families’ needs and provide a personalized experience that started at home, continued to the point of care, and addressed the downstream impact of late or missed appointments for families and Children’s. The app also needed to navigate the complexities of a system that includes three Hospitals, Marcus Autism Center, 22 Sibley Heart Cardiology offices, and 27 neighborhood locations.
Children’s selected Gozio Health for its wayfinding technology, its ability to seamlessly integrate Children’s brand identity within the app and Gozio’s commitment to supporting Children’s high standards of patient experience. “Different hospitals have different pain points,” says Joshua Titus, CEO Gozio Health. “The flexibility of the app,” Titus adds, “allows an organization to promote relevant news and services to its patients, supporting the organization’s strategic initiatives.”
The wayfinding technology engages users with a “blue dot,” “you are here” wayfinding experience from their home to their point-of-care inside a hospital or satellite facility. The technology provides accurate, True 3D Maps that intuitively zoom, tilt and rotate. Patients and visitors are guided with turn-by-turn directions and elevator instructions that are available in multiple languages.
Children’s mobile wayfinding app uses technology and a consumer focus to help patients, caregivers and visitors adopt a hospital-branded mobile solution to improve the patient experience. Providing families with a complete mobile experience, the app also allows families to access physician office directories, wellness information, amenities, real-time traffic estimates and reminders of their parking location. The mobile platform has also evolved to encompass access to MYchart, the ability to save a spot at urgent care locations, view urgent care wait times and it continues to grow and integrate additional applications.
The app can also access location-based information of compounding pharmacies recommended by Children’s physicians. Recommended compounding pharmacies surrounding the metro Atlanta area are included in the app, so families living outside of the city can find a compounding pharmacy close to home and navigate directly to it using the app.
Social workers at Children’s can recommend GoodRx, another integrated application, that compares prescription prices, and navigates families to the location with the best price while providing a coupon code for the prescription for those without prescription benefit coverage.
Children’s wayfinding app is an enormous benefit to users, as it provides them with convenience and connectivity. It can give a patient directions to the nearest emergency department from wherever they are, provide them with urgent care wait times, and allow them to make appointments at the touch of a finger. Such capabilities enable users to be active participants in their own wellbeing and give them an anytime/anywhere connection to Children’s.
Children’s Healthcare of Atlanta’s mobile platform has become a beneficial patient experience tool. In additional to improving the patient experience, its spontaneous feedback mechanism, along with feedback stories from families about the transformative nature of the app on their care, provides suggestions to Children’s app development and marketing teams.
“Children’s really does want to delight families. This mobility platform, with its suite of offerings in an easy, one-stop location, fulfills that purpose.” Allana Cummings, CIO, Children’s Healthcare of Atlanta.
What outcomes were achieved?
“The Children’s app has made our visits to the hospitals and urgent care centers so much easier. The items we have used the most are locating compounding pharmacies, which is a huge help, as well as finding nearby restaurants and searching for doctors. The mobile app put everything into one place for us, and for a parent with a child with special needs you can’t put a price on convenience,” describes one Children’s parent.
While Children’s does not put a price tag on patient experience, the utilization of the app speaks for itself. Children’s has more than 9,000 downloads, with over 76% of users returning to use the application after an initial use. The organization also has seen an uptick in MYchart usage as family members are accessing it through the app.
Adopting mobile wayfinding technology has contributed to a better patient experience and improved workflow throughout Children’s. With three hospitals, 27 neighborhood locations and a patient population of more than 368,000, Children’s use of the technology is helping it to fulfill its mission of making kids better today and healthier tomorrow.
About Children’s Healthcare of Atlanta
Children’s Healthcare of Atlanta has been 100 percent dedicated to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow. Our specialized care helps children get better faster and live healthier lives. Managing more than 870,000 patient visits annually at three hospitals and 27 neighborhood locations, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report. With generous philanthropic and volunteer support since 1915, Children’s has impacted the lives of children in Georgia, the United States and throughout the world. Visit www.choa.org for more information.
About Gozio Health
The wayfinding solution from Gozio has earned the exclusive endorsement of the American Hospital Association. Gozio Health transforms indoor navigation and significantly improves patient experience with a smartphone-based, indoor positioning and wayfinding platform specifically designed for hospitals and healthcare systems. A chosen technology for leading healthcare organizations, Gozio's pioneering mobile platform dramatically improves mobile adoption rates for hospitals and seamlessly integrates mobile technology into patient engagement strategies. For more information, visit www.goziohealth.com