Making the Case for a

Making the Case for a Digital Front Door

Making the Case for a Digital Front DoorA tool to sell everyone within your healthcare organization on the need for a Digital Front Door strategy

Digital Front Door Basics


Introduce what a Digital Front Door is and who benefits from it

Organizational Benefits

Patient Benefits

Digital Front Door ROI Stats

Digital Front Door Definition


§ A modern approach to patient interaction, offering individuals accessibility to their care needs when and how they want, and on their device of choice.

§ A strategy for engaging patients at every major touchpoint within the healthcare journey, from finding to managing to paying for care, putting them at the center of their healthcare experience.

§ A digitally optimized ecosystem for patients to get access to the right care the first time, supporting the overall care experience .

§ Integration and optimization of technologies, data, and journeys to offer more ease, convenience, and accessibility throughout the entire healthcare experience.


Patient Benefits




A successful Digital Front Door incorporates the following strategic components:

ü Organizational alignment

ü Optimization of digital interactions and capabilities across all channels

ü Adoption of self-service channels for information and support

ü Optimal use of data to deliver more personalized and predictive experiences

ü Clarity and transparency for all services, coverages, and costs – aka “shopability”


Patient Benefits




Patient: Improve acquisition, engagement, retention, satisfaction, and loyalty.

KPIs: Elevate patients' perceptions of their experience, improving HCAHPS, CXI, NPS, and other experience-related scores and ratings.

Trends: Adapt to evolving consumer expectations, industry needs, and threats from competitors.

Employees: Support increased productivity, operational efficiency, and satisfaction.


Patient Benefits




Outcomes: Improve patient relations and clinical outcomes.

Financials: Reduce costs through digital integration and operational efficiencies; drive revenue growth through increased patient acquisition and retention.

Interactions: Ensure a consistent, frictionless healthcare experience across all channels and touchpoints, from the first interaction to the last.


Patient BenefitsDigital Front Door ROI Stats



Put the patient’s needs first and foremost and place them in charge of their healthcare experience.

Personalize interactions and support to increase patient relevance, value, and health outcomes.

Improve patient satisfaction through better meeting their modern, digitally enhanced experience expectations.


Patient BenefitsDigital Front Door ROI Stats



Reduce friction and strengthen experiences throughout the entire healthcare journey, from finding a provider, to managing the care experience, to paying for care.

Make it easier for patients to manage their own care through self-service, on-demand access to information, support, and care.


Patient Benefits




40% to 60% of consumers express interest in a set of broader virtual health solutions, such as a Digital Front Door.

36% to 41% of Gen Z and Millennials list mobile apps, online portals, and online chat options in their top three healthcare channel preferences.

69% of healthcare consumers want their providers to improve how they interact with patients.

7 in 10consumers would like their healthcare experiences to be more like online retail experiences.

$14.7 billion The total venture capital investment into the digital health space totaled $14.7 billion in the first half of 2021, which is more than the total investment in 2020 and nearly twice that of 2019.


Patient Benefits




The Value of a Good ExperienceEven a minor improvement to a brand's experience quality can add tens of millions of dollars of revenue by reducing churn and increasing market share.

The Cost of a Bad Experience59% of consumers will walk away from a company after several bad experiences; 32% would stop doing business with a brand they loved after one bad experience.

The Rise of TelehealthTelehealth utilization is 38X higher than before the pandemic, accounting for 13 to 17 percent of office and outpatient visits across all specialties.

Demonstrate how a Digital Front Door resolves challenges and delivers value to peer and leaders across your healthcare organization

Make the Case to Stakeholders


How a Digital Front Door Solves Problems

Problems Faced


§ Patient experience problems

§ Attracting and retaining patients

§ Attracting and retaining talent

§ Financial challenges: rising costs and expenses or falling revenue

§ Aggressive growth and business development challenges

§ Compliance with government mandates

§ Evolving competition from traditional and non-traditional competitors

§ Poor patient quality and satisfaction scores/ratings

§ Merger and acquisition integration

§ Lack of a proactive, personalized approach to care delivery

Executive Leadership

CONVINCE


§ Delivers digital-first, patient-centric experiences.

§ Builds more competitive patient/member experiences to drive loyalty, retention, and acquisition.

§ Increases patient satisfaction and trust with segmenting and personalization in care and communications.

§ Simplifies operations and interactions for staff.

§ Improves patient experiences with navigation, interactions, support, and care.

Executive Leadership

CONVINCE

§ Drives operational efficiencies and care outcomes to enhance performance, reduce costs, and improve patient health.

§ Supports compliance with FHIR and the 21st Century Care Act.

§ Improves quality, experience, and satisfaction ratings (NPS, CXI, HCAHPS).


Problems Faced


§ Little or no access to data or insights to make marketing decisions

§ Challenges building brand awareness and trust.

§ Engagement and retention challenges

§ Marketing process or technology complexities

§ Complying with data privacy regulations

§ UI/UX challenges

§ Gaps or misalignment in the patient journey

§ Challenges with personalization and/or digital outreach

§ Lack of an omnichannel engagement strategy

§ Roadblocks in meeting targeted growth goals

MarketingCONVINCE


Problems Faced


§ Enhances patient journeys, interactions, and support to drive retention and loyalty.

§ Expands safe access to data-driven insights and AI recommendations to support the delivery of more relevant, personalized content to patients.

§ Simplifies marketing processes and operations with technology automation and enhancement.

§ Improves patient acquisition and trust with digital brand awareness and targeted marketing campaigns.

MarketingCONVINCE

§ Integrates marketing, sales, and service comms and messaging across all channels.

§ Improves marketing, journey, and campaign results with enhanced technology.

§ Builds pipeline and sales with more patient segmenting, personalization, and engagement.


Problems Faced


§ Data complexities: disparate/siloed systems, collection barriers, usability challenges

§ Challenges with old, legacy systems, such as SSO, maintenance, upgrades, and downtime

§ Data risk and privacy challenges

§ UX/UI challenges and issues

§ Tech (core system and third party) integration challenges

§ Patient portal or mobile app consolidation, adoption, or experience concerns

Tech and Data Leadership

CONVINCE

§ Adopting front-end patient innovations and capabilities

§ Not leveraging ML/AI capabilities to improve patient experience, satisfaction and organizational efficiencies

§ Lack of a digital engagement strategy or plan

§ Contact center tech challenges


Problems Faced


§ Modernizes and integrates tech

systems to simplify operations,

reduce complexities, and gain a

holistic data view.

§ Simplifies and enhances data

collection, management, use, and

protection through integration

and automation .

§ Introduces innovations that

simplify cross-departmental

operations and empower staff.

§ Resolves back-end and

operational technology challenges

(e.g. maintenance issues and

downtime) through optimizing

interaction and data technologies.

Tech and Data Leadership

CONVINCE

§ Improves patient portal and app

navigation and use with tech

innovations, automations, and

enhancements.

§ Brings in AI, IVR, and other

automations to drive operational

efficiencies, enhance performance,

and reduce costs.

§ Accelerates EMR integration with

simplified, modernized systems –

providing patients with easy access

to their medical information.


Problems Faced


§ Lack of organizational

understanding or support

of a digital PX strategy

§ Lack of governance, visibility, or

integration with other areas of

business impacting PX

§ Staying on top of evolving

consumer experience expectations

§ Difficultly establishing successful,

frictionless digital experiences

§ Patient portal or mobile app

adoption or experience concerns

Patient Experience Leadership

CONVINCE

§ Delivering consistent, high-value

experiences across all channels

§ Disconnected, disparate, or

outdated patient technology or

experience reporting capabilities

§ Negative interaction/experience

feedback from patients

§ Operational challenges or

cost/quality concerns

§ Primary interactions are limited

to one channelHow a Digital Front Door Solves Problems

Problems Faced


§ Builds competitive, high-value patient experiences to drive loyalty, retention, and acquisition.

§ Delivers digital-first, omnichannel experiences centered around patients’ identified needs.

§ Increases patient satisfaction and trust with segmenting and personalization in interactions and communications.

§ Improves patient experiences with navigation, interactions, support, and care.

§ Provides improvements to cross-departmental processes and outcomes, encouraging patient experience buy-in, support, and collaboration.

Patient Experience Leadership

CONVINCE

§ Improves patient experience measurement to uncover and resolve issues quickly.

§ Integrates marketing, sales, service, and care channels for more consistent patient experience delivery.

§ Simplifies and integrates cross-departmental systems and operations to drive efficiencies, reduce costs, and improve staff experiences.How a Digital Front

Door Solves Problems

Problems Faced


§ Patient portal or mobile app adoption, use, or experience concerns

§ EMR integration challenges

§ Patient scheduling, reminders, registration, billing, insurance, or care accessibility complexities

§ Negative health or care outcomes

§ Clinician burnout

Patient Access, Quality, and CareLeadership

CONVINCE


Problems Faced


§ Improves patient portal and app navigation and use with tech innovations, automations, and self-service enhancements.

§ Elevates, simplifies, and integrates capabilities for patients, staff, and clinicians -including scheduling, reminders, registration, billing, insurance, and care needs.

§ More easily allows for EMR integration with simplified, modernized systems.

§ Eliminates health system confusion that keeps patients away and negatively impacts health outcomes.

Patient Access, Quality, and CareLeadership

CONVINCE

§ Improves patient care access, outcomes, and efficiencies through simplified interactions and operations.

§ Simplifies systems and operations to amplify clinician productivity.


Problems Faced


Operations and FinanceLeadership

CONVINCE

§ Patient volume or attrition concerns

§ Staff and clinician productivity, satisfaction, and attrition concerns

§ Disconnected, complicated, or inefficient operations

§ Cross-departmental process, tech, or staff inefficiencies and complexities

§ Financial challenges: rising costs and expenses or falling revenue

§ Evolving competition from traditional and non-traditional competitors

§ Lack of an omnichannel engagement plan or strategy

§ Not meeting KPI goals


Problems Faced


§ Improves and personalizes patient journeys, interactions, and care to drive acquisition, retention, and loyalty.

§ Integrates and automates datamanagement and application.

§ Improves staff and clinician technology and operations to drive satisfaction, productivity, and retention.

§ Simplifies patient interaction capabilities (chatbots, automated FAQs).

§ Outsources or eliminates costly, complex operations.

Operations and FinanceLeadership

CONVINCE

§ Optimizes and integrates cross-departmental systems and operations to drive efficiencies, reduce costs, and improve staff experiences.

§ Brings in AI, IVR, and other process automations to drive operational efficiencies, enhance performance, and reduce costs.


Problems Faced

Want interactive tools and how-to's for building your Digital Front Door strategy?

Access our Digital Front Door Toolkit

Visit Avtex.com/DigitalFrontDoor for more information about how Avtex can help you build an exceptional Digital Front Door.


https://avtex.com/resources/digital-front-door-interactive-toolkit

www.avtex.com/digitalfrontdoor

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