This content originally appeared on NN/g latest articles and announcements and was authored by Kim Salazar, Alex Katsarakes
Summary: In healthcare, the employment of digital interactions and digital tools has been haphazard, creating fragmented experiences for consumers.
Healthcare has been offered predominantly via traditional, face-to-face interactions between patients and providers. With the advent of the internet, basic communication and scheduling became available via provider websites, with some providers adopting relatively sophisticated web-based portals to facilitate additional interactions with patients. However, healthcare was still a service firmly grounded in traditional, in-person interactions.
Upon the arrival of the COVID-19 pandemic, many healthcare providers shifted their patient-care strategy in the direction of online delivery. Services ranging from messaging with medical personnel to telehealth (virtual) visits became widely available. These enabled providers to reduce barriers to care at a time when in-person appointments were dangerous and the healthcare system was overwhelmed. According to the CDC’s Morbidity and Mortality Weekly Report from October 2020 , within the early months of the pandemic, telemedicine saw growth of up to 154%.
To understand the impact of such a notable move on typical patient journeys, we conducted a longitudinal diary study examining digital healthcare interactions.
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This content originally appeared on NN/g latest articles and announcements and was authored by Kim Salazar, Alex Katsarakes
Kim Salazar, Alex Katsarakes | Sciencx (2023-03-12T16:00:00+00:00) Digital Interactions in Healthcare Customer Journeys. Retrieved from https://www.scien.cx/2023/03/12/digital-interactions-in-healthcare-customer-journeys/
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