Embracing Healthcare's Digital Front Door: Revolutionizing Patient/Member Access and Experience

Elizabeth Swilley Sheridan, DNP, RN, CPHQ (Libbi)

Senior Director Clinical Consultants

?As a healthcare executive, and with hands on experience in developing and implementing the clinical integration of a large ACO, as well as leading documentation system migrations for both payer and provider organizations, I have seen firsthand the transformative power of digital solutions in healthcare. In today’s fast-paced world, healthcare systems are increasingly leveraging digital solutions to enhance patient/member engagement, streamline processes, and improve overall healthcare experiences.?One of the most revolutionary developments in this space is the concept of the “Digital Front Door,” which encompasses all the touchpoints where providers can digitally interact with patients/members to drive better access, engagement, and experiences across the service continuum. I believe that the digital front door is crucial for modern healthcare systems.

Benefits of a Digital Front Door

Establishing a digital front door offers numerous advantages:

• Enhanced Patient/Member Participation: Patients/members are more involved in their healthcare process, fostering a sense of ownership and engagement.
• Consumer-Oriented Services: Patients/members increasingly view themselves as consumers, expecting personalized, comfortable, and immediate service experiences.
• Operational Efficiency: Digital front door technologies boost employee productivity, improve operational efficiency, and reduce costs for healthcare providers.

The Impact on Patient/Member Access and Healthcare Innovation

Improving patient/member access is a top priority for healthcare systems. The Center for Connected Medicine and KLAS's survey of chief information officers identified patient/member access, telehealth, and artificial intelligence as the areas with the greatest potential for improvement through digital health technology and innovation. The Top of Mind research project of 2022 reported that 79% of health systems consider improving patient/member access a high priority, with 74% highly likely to invest in related technologies.

The Growing Investment in Digital Front Door Technologies

According to a May 2, 2022, report by CB Insights, technology funding for digital front doors reached a record high of $1.9 billion in 2021, reflecting a 67% year-over-year increase. This surge in investment highlights the critical role patient/member-facing technology plays in modern healthcare. The demand for digital scheduling, provider profiles, and virtual care options has become a significant factor in patients’/members’ choice of providers.

The Building Blocks of a Digital Front Door

A variety of digital tools are being leveraged to create a seamless and integrated patient/member experience. Some key components of a digital front door include:

• Mobile Apps and Websites: Patients/members can schedule appointments, access medical records, view test results, check physician ratings, receive appointment reminders, and register online.
• Virtual Visits and Telehealth: Virtual consultations allow patients/members to receive care without visiting a physical facility, increasing convenience and accessibility.
• Communication Tools: Patients/members can communicate with their medical team, refill prescriptions, access and pay bills, and use price transparency tools to avoid surprise bills.
• Wayfinding Features: Mobile apps provide turn-by-turn directions within large hospital complexes, reducing stress and improving navigation.
• Patient/Member Engagement Platforms: These platforms facilitate form completion, document uploads, and screening processes, enhancing the efficiency of patient/member interactions.
• Remote Patient/Member Monitoring: Wearable technology and remote monitoring tools allow for continuous health tracking, ensuring timely interventions and better health outcomes.

Transforming Healthcare with Technology

Technological innovation is reshaping healthcare. From wearable technology to virtual reality, these advancements are transforming healthcare operations and patient/member experiences, ushering in a new era of patient/member-centric care.

How We Can Help

At Excell Healthcare Advisors , our clinical consultants have deep experience in elevating healthcare delivery through optimizing technology solutions. Our expertise in patient/member engagement platforms, remote patient/member monitoring, and digital scheduling systems can help your organization enhance patient/member access, improve satisfaction, and achieve operational efficiencies. We work closely with healthcare organizations and software vendors to tailor digital solutions that meet the unique needs of healthcare payers and providers and ensure a seamless patient/member experience.

Conclusion

The digital front door is not just a technological upgrade; it’s a strategic imperative for modern healthcare systems. By embracing digital solutions, healthcare providers can offer better access, engagement, and experiences to their patients/members. At Excell HCA, we are committed to helping healthcare organizations navigate this digital transformation, ensuring they remain at the forefront of innovation and patient/member care.

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Resources:

CB Insights. (2022, May 2). Patient demand for digital health management tools boosts funding to this healthcare IT segment to new highs

Center for Connected Medicine & KLAS. (2022). Survey of Chief Information Officers on Digital Health Technology and Innovation.

Center for Connected Medicine. (2022). Top of Mind Research Project: Strategies and Technologies to Improve Patient Access.

Shegewi, M. (2022). Healthcare’s Digital Front Door: Driving Better Access, Engagement, and Experiences. Becker’s Hospital Review Webinar.

Stoumpos AI, Kitsios F, Talias MA. Digital Transformation in Healthcare: Technology Acceptance and Its Applications. Int J Environ Res Public Health. 2023 Feb 15;20(4):3407. doi: 10.3390/ijerph20043407. PMID: 36834105; PMCID: PMC9963556

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