A digital front door engages non-acute healthcare patients at every touchpoint in their journey. It relies on technologies that most patients use on a daily basis, and it’s always open.
The digital front door includes:
- Video platforms. Enable virtual visits and telehealth at scale.
- Mobile apps. Let patients talk directly with providers remotely.
- Websites. Provide information, such as COVID-19 policies and precautions.
- Online reviews. Show what others are saying about a clinic or provider.
- Smart devices. Allow self-scheduling, mobile pre-registration and check-in and more.
- Automated reminders. Send appointment reminders via text and email.
- Shape the patient experience before they enter the office.
- Engage patients using their preferred platforms.
- Connect with patients during the pandemic.
- Expand options for patient/provider interactions.
- Reach patients who can’t come into the office.
- Enable patients to self-schedule appointments.
Return on investment
- Acquire new patients and increase loyalty.
- Build brand awareness.
- Drive higher patient satisfaction.
Why a Digital Front Door Matters
- 44% want telemedicine options.
- 41% want digital forms and communications.
- 37% want touchless check-ins.
Consumers want better end-to-end digital patient experiences
- 49% wish the digital experience was smoother and more intuitive.
- 31% don’t think providers have done enough to improve billing and payment processes.
- 10% won’t pay their bill if they can’t understand the administrative experience
What influences patients:
- 98% say online reviews are influential when choosing a provider.
- 68% say it’s important for providers to customize their healthcare experience.
- 42% would consider switching doctors if they didn’t provide a good digital experience.
- 28% have switched or stopped going to a provider because of a poor digital experience.
Source: “2020 Healthcare Consumer Experience Study,” Cedar.
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