Digital Conversations

Measuring patient satisfaction is critical in today’s value-based care environment. But are call center surveys months after the fact the best the industry can do? In this episode, Greg Johnsen and Greg Kefer talk about how mobile patient engagement technology collects patient sentiment and opinions as part of the care delivery experience. This puts providers on the path to getting a level of high value satisfaction data that was previously impossible to do at scale.

Jacob Heitler and Gabe Hamilton join Greg Kefer for a roundtable discussion focused on some of the design concepts that are going on behind the scenes. Jacob and Gabe are responsible for delivering advanced mobile chatbot solutions for large healthcare systems and share their perspectives about technology innovation that will improve the patient experience.

Greg Johnsen and Greg Kefer talk about the concept of the “long arc” of patient engagement in healthcare - the bi-directional experience versus the broadcast that takes place of the course of time between hospitals and their patient populations at scale.

Different types of technology are designed to do different things. In this episode, Greg Kefer and Greg Johnsen discuss how EHR systems of record and various engagement solutions can deliver against modern consumer expectations today and in the future.

The Emergency Department is a gigantic access point to medical centers. There is a waiting room full of potential, both good and bad. In this episode, Greg Johnsen and Greg Kefer discuss the significant value potential of focusing patient engagement technology investments to improve the emergency department experience.

Consumers are gaining more control of how they spend their healthcare dollars and providers are racing to adapt. Similar to the way we use Yelp to rate and evaluate restaurants and hotels, customer reviews and advocacy are becoming very important in healthcare. In this episode, Justin Mardjuki and Greg Kefer discuss recent research into hospital peer review performance and some of the opportunities to improve.

Chatbots are changing the way people engage with technology. In this episode, Greg Johnsen and Greg Kefer describe bot technology, how it works, and where it is impacting the customer experience across healthcare.

In this episode, Greg Kefer and Greg Johnsen discuss the emerging trend of mobile, conversational technology and how this is changing the way patients will interact with healthcare providers.