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Jon Pearce

Earlier this year, we partnered with Upfront in an effort to help our health system partners re-engage and rebook patients who have been delaying acute care needs and preventative visits. Together, we deliver proactive communication to patients, while guiding them to the best mode of care for their needs. 

I recently had the opportunity to chat with Upfront Co-founder & CEO, Ben Albert and Chris Dufresne VP, Experience & Marketing Operations at Allina (full disclosure: a Zipnosis and Upfront customer) to discuss digital strategy during a crisis. The discussion focused on the challenges 2020 posed to health systems, and how digital strategies can help organizations maintain patient loyalty. 

In case you missed it, I wanted to share some of my favorite parts of the discussion. Watch some highlights of our discussion below:

How are you communicating with your health system partners in regard to changing consumer expectations?

There’s no doubt about it—consumers expect more from their healthcare experiences because of their other digital experiences. Their transactions with places like Amazon are shaping how they want to interact with their care. It’s up to us now to push for health systems and healthcare providers to evolve their digital strategy to get as close as they possibly can to those impactful consumer experiences.


Where should healthcare organizations start when it comes to digital transformation?

Just start somewhere. Healthcare and technology are changing so quickly that a five-year roadmap seems obsolete in these times. Start with a vision and you can continue to iterate and evolve as your consumers do.


How do you navigate all the different integration pieces, and how important is it to be integrated with the EHR?

Integration can be a challenge, but it’s necessary from a patient experience perspective. Patients are tired of entering the same information over and over again, especially when a health system should already know this information. Integration drives efficiency on the health system’s end, and can ultimately help retain patients in a health system.


From a virtual care perspective, what are the challenges when it comes to integration?

When you start with a patient-centric experience, it doesn’t directly line up with all the provider-based technology tools—and that’s the challenge. Our world is dominated by Epic and Cerner, not just from a technology stack standpoint, but also the people and the investments that go into supporting those types of systems. We’ve done some pretty sophisticated integrations, and we’re capable of repeating the work, but it’s the buy-in on the health system’s end that creates a challenge. 


What is one thing that you want people to know as they start to navigate digital strategy through the next six to 12 months?

These digital tools, they’re here to stay. We’re not going back to 2% utilization, we might not go to 50% either, but virtual care will continue to be a part of the care ecosystem. We’re seeing sustainable growth and now it’s about becoming proactive with the tools we have. It’s about enabling patients now to be proactive about their care, and these digital tools. The opportunity is here and it’s time to start making a difference.

Interested in hearing the whole discussion?

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