Using Digital Engagement Services in Healthcare To Enhance the Consumer Experience

A shortage of healthcare providers in an overcrowded pool of patients has created a gap in access, increasing the need for more convenient and accessible care options. To fill the void, healthcare organizations rely on a network of partnerships and the implementation of digital patient engagement tools. These engagement tools are convenient communication platforms that allow patients to manage their care using electronic devices. But how do digital engagement services compare to traditional service lines?

Richard Baldwin, a digital marketing veteran, uses his 14-plus years of experience to lead a team of digital engagement service professionals at Prisma Health, South Carolina’s largest healthcare system. Under his tutelage, his team has created convenient and consumer-friendly tools, including the Care Finder. Using the Care Finder allows patients to enter their symptoms, answer a series of questions, and make a selection from a list of recommended care options. Consumer engagement services are more efficient, unlike multi-step service lines that require additional navigation and lead to patient frustration.

In this episode of For the Better, Ben Cash interviews Richard Baldwin, Manager of Digital Engagement Services at Prisma Health, to discuss digital engagement services and their impact on healthcare efficacy. Richard explains the shift towards consumerization in healthcare, how the pandemic impacted digital engagement services, and how AI and other innovative technologies can revolutionize the healthcare system.

Here’s a glimpse of what you’ll learn:

Richard Baldwin defines digital engagement services

What is the shift towards consumerization in healthcare?
Why the healthcare industry should avoid using a digital front door strategy
How has the pandemic impacted digital engagement services?
Implementing AI for a more efficient healthcare system
The complexities of innovation in healthcare

Resources mentioned in this episode:

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