The Connected Patient Journey
Health systems are employing various digital platforms (websites, patient portals, social media, apps) with the goals of health equity and ease of access for all stakeholders.
A digital front door strategy fosters a connected patient journey using digital tools and technology that provide easy access at each touchpoint in the patient journey.
Through the Digital Front Door: The Patient Journey
| Patient Journey Touchpoints |
Digital Tools, Technologies and Strategies |
| Searching for Care and/or Health Information |
Website well-optimized for search engine traffic; paid search; digital marketing campaigns; advertising; social media; targeted health e-newsletters |
| Choosing a Provider |
Find a Doctor; online appointment scheduling; provider ratings; physician referrals; business listings; right visit - right provider; chat bot |
| Pre-Visit |
Cost estimator; pre-registration; eCheck-in; intake and clinical questionnaires; sign consents prior to visit; text/email reminders; website's location pages with directions |
| During Visit |
Telemedicine; diagnosis-specific health maintenance tools and materials; data from relevant health apps; more efficient care experience |
| Post-Visit |
Patient portal (accessing labs and post-visit summaries, communication with provider, follow-up appointments, bill pay); remote monitoring; communication with care team |
What Is UMMS Digital Front Door?
The public website (umms.org) currently serves as our digital front door. The site:
- Functions as an access point for our digital tools, most significantly MyPortfolio and Find a Doctor
- Provides location information, trusted health content and engaging calls-to-action
- Requires no download and is optimized for a user-friendly experience whether accessed by desktop, tablet or smartphone and requires no download
- Is accessible to people with disabilities
- Receives traffic from wide-ranging sources including search engines, paid search, social media, traditional advertising, marketing campaigns, external sites and more
In the initial stages of the project plan, the focus of our digital front door will continue to be on umms.org and MyPortfolio enhancements.
In time if we determine that a smartphone app is needed, it will be better to launch it with the enhanced functionality of the website and patient portal already in place.
Apps can support other digital platforms and increase consumer engagement. When considering the need for an UMMS app:
- A systemwide approach to app development is necessary for a consistent user experience and to realize cost efficiencies.
- Any app should be viewed as a complementary point of access to UMMS, given that not all consumers have smart devices or they prefer not to download apps.
- A thorough analysis should be conducted to gauge the need for any given app. Will it increase access, enhance the user experience, or support health management goals?
- Determine what staff and/or vendor resources will be needed to manage the app(s).
This content is for Internal Use only.