When you think about the healthcare experience what do you think about? Better doctors? Better diagnosis?
What about more comfortable hospital stays?
Yale New Haven Hospital created an app experience to help patients communicate with nurses about the comfort of their stay. In just six months they saw measurable improvements in the patients perspective of hospital care (measured via HCAHPS scores).
If these capabilities were buried deeply into a patient portal, they’d be ignored (not to mention likely inaccessible while the patient were in the hospital). Instead, a custom app with patient provided devices helped to change the way care is delivered in real-time.
These focused experiences are not optional, they play at the root of the digital transformation every industry is experiencing.
Lots more software is going to be needed in the future, and I’m quite sure most companies are not aware of the magnitude of the problem. Companies will not be able to deliver all the experiences they need, and maintain them over time, unless they rethink the economics of software development.
By the way, hotels could use this same application to eliminate friction for guests who notice things that could be better. It’s not just a hospital thing.