Corporate Insight recently attended the HIMSS22 healthcare conference along with 27,000 other attendees, industry leaders, innovators and solution providers to learn how organizations and technology can reimagine health. From learning about cutting-edge products pushing health to new bounds to understanding how organizations are prioritizing employee and patient needs, we came out with a new perspective on the current and future state of healthcare.
When looking at disruptive trends, several HIMSS22 healthcare conference sessions alluded to the rapid expansion of retail and online care models. Walking across the one-million-square-foot and 950-booth exhibit space we continuously stumbled upon solution providers that are looking to make such care experiences seamless and frictionless to the patient member, from interactive wayfinding technologies to safe and secure patient-provider communication services.
A Personalized Patient Experience
Starting with the patient experience, Cleveland Clinic chief experience officer Adrianne Boise spoke of how organizations must integrate the values, needs, preferences of the patient into the clinical decision-making process. By taking a show-me-that-you-know-me approach across its patient experience, organizations like Piedmont Healthcare and Salesforce have created a patient engagement platform which also integrates the clinician’s workflow and has produced better care outcomes.
Similarly, Christen Castellano highlighted Banner Health’s progress toward improving its customer experience. The organization focuses its culture and strategy around four major building blocks: Know Me, Engage Me, Manage My Heath and Meet My Needs. Even by using their online search tool, Banner was able to better understand what users are looking for and more importantly, to understand the more colloquial terminology to later implement throughout all its digital tools, content and communications. Terminology can be a big roadblock in healthcare.
Julie Rish discussed how Cleveland Clinic redesigned its patient journey to create a seamless and intuitive experience that focuses on empathy for its patients, caregivers, communities and employees. “Managing one’s care can be overwhelming and highly emotional. We need to empower patients to resolve their needs.”
Equity in Care Delivery and in the Workforce
Other sessions noted that for a fair and equitable healthcare system, organizations should look to have diversity across staff and providers. Healthcare organizations are for the first time in history learning to manage a shortage of individuals and a burnt-out workforce spanning across five generations. Diane Swonk, managing director at Grant Thornton, and Johnny Taylor, president and CEO of Society For Human Resource Management, stress the need to not only build empathy in the workplace, particularly within management, but also to expand the perception of who is qualified, from the previously incarcerated to veterans and older workers.
COVID’s impact on healthcare has been well documented and several presenters represented the effect it’s had on the aging population. According to Louise Aronson, Division of Geriatrics Professor at UCSF, when it comes to patient care for the aging population, many healthcare organizations have started to develop their experiences in a way that all individuals would want to age into.
CI looks forward to tracking the latest trends at more healthcare conferences this coming year. For the latest insights into the customer experience in the healthcare industry, see our blog. And learn more about CI’s research services here.
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