Building Connected Experience Architectures for Healthcare Member Engagement

To keep pace with the relentless evolution of technology, maintain relevance, and earn the public’s trust, healthcare organizations must address their members’ demand for modern user experiences. Member engagement through digital channels requires significant, regular functionality and design updates to keep the patient experience satisfying and competitive.

User Experience in Healthcare

At the heart of patient-centered healthcare is accessible information and an available healthcare team.

Today’s healthcare organization members expect to be able to quickly engage with their own care data and make healthcare decisions based on real-time information. Giving these patients immediate, relevant data and direct communication with their healthcare providers increases user satisfaction and enables organizations to maintain competitiveness.

Digital engagement is all about providing options and increasing the personal power patients have over their healthcare. A comprehensive view of one’s healthcare information and patient data is empowering. Today’s patient portals empower members to plan personal finances, review insurance coverage, choose a provider or specialist, access general medical info, and more. But to make these experiences technologically feasible, it’s essential to have the right systems and expertise.

Over the last several years, integrated solutions have emerged from many vendors to address these challenges, typically referred to as Digital Experience Platforms (DXPs). In many instances, these platforms are evolutions of existing Content Management Systems (CMS) and Web Content Management (WCM) systems used to deliver rich user interfaces for corporate marketing and commerce systems. Using such platforms, healthcare solutions can offer a highly integrated and personalized experience for patients that will empower and engage them along their healthcare journey.

Figure 1 shows the Anexinet reference architecture for Healthcare Experience Platforms. This architecture allows for core healthcare service such as scheduling, records access, and payment services to be tightly integrated into a powerful platform for managing the overall user experience. In addition to giving patients access to such an integrated hub to manage their healthcare journey, such a platform can also provide the capability to enable analytics-driven insights to enhance the overall patient experience.

Integration is key to enabling such an architecture. Without the right technologies, modern, streamlined healthcare user experiences are impossible to achieve. A labyrinth of point-to-point connections running together in periodic batches is not an efficient means of giving patients a 360-degree view of their health data. Rather, event-driven architecture is necessary. Here’s how that looks inside the typical healthcare organization:

• Digital “central nervous system”: continuous streaming of relevant information. Authorized users are granted permission to connect and access the data they need, based upon their role in the system.
• Anytime, anywhere access: users may access contextually-relevant data via smartphone or remotely through a computer or device.
• Proactive notifications: patients receive live updates and real-time alerts for important events posted to their records (e.g. test results).
• Data at scale: through smart data use and management, healthcare information may be managed at scale for all patients in a healthcare organization.

Empowering Healthcare Organization Networks with Emerging Technologies

To achieve these outcomes, healthcare IT teams need the right skills, the proper tools, and the latest technology architectures. At Anexinet, we help organizations achieve this through highly tailored Kickstarts – our proven approach to accelerating insights-driven planning and solution design. In just 2-4 weeks, we establish clarity of purpose and direction setting, solution ideation and design, and identification of quick wins and the construction of a phased roadmap. And our partnerships with top technology companies such as Confluent, a leading provider of Apache Kafka; Adobe; Salesforce; AWS, and Microsoft Azure allow us to integrate and deliver the intelligent, secure applications that today’s modern healthcare organizations require.

Better patient experiences make healthcare more relevant and accessible. With the necessary core expertise, tools, and infrastructure in place, your organization can strengthen patient engagement and improve overall patient health through modern data-management architectures.