Research & Insights

Digital access and experience

The escalation of available data and shifting patient expectations have made digital health solutions increasingly necessary. These solutions address consumer expectations and help reduce total cost of care. Our work defines quality digital health experiences and explores how to keep solutions accessible, trusted, and easy to use.


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Tackle these challenges
To successfully implement digital health solutions, it's important for healthcare leaders to have a thorough understanding of patient access and experience. Our research is designed to help you:
Crafting solid digital consumer experiences is crucial for healthcare organizations to stay competitive.
  • Focus on functionality, customer service, self-service, personalization, and omnichannel digital solutions: Organizations that center these five components can ensure accessible digital experiences for patients.
  • Invest in improving digital consumer experiences: Improvements in digital experiences will benefit all stakeholders, not just patients.
  • Understand health plan members’ preferences on virtual care and communication.
Focus on building digital capacity and cross-stakeholder collaboration to provide patients with more options and support in adopting digital tools.
  • Build capacity with virtual options: Get genuine benefits from scalable solutions like digital triage and navigators, and start acting now.
  • Leverage other stakeholders: Identify patients without digital access, then work with industry and community partners to fill the gap.
  • Explore virtual-first models: Virtual first offers the promise to appropriately steer care toward lower-cost, in-network options.

Addressing digital inequity through a long-term strategy can enhance patient engagement and trust, benefiting marginalized individuals.

  • Digital inequity is a social determinant of health: Digital must be recognized as a new social determinant of health because it impacts every aspect of life.
  • Digital inequity isn't binary: Digital inequities span a wide range of access, skills, and confidence.
  • Create a long-term strategy that ties digital equity to quality: Improving access and addressing inequity benefits patients who are most at-risk and disengaged from care.

AI has the power to enhance patient outcomes and digital experiences by strengthening existing strategies.

  • Explore the potential of generative AI in healthcare: Use our field guide to discover how 11 possible use cases could shape the industry and the role of your organization, and get ahead of staff concerns.
  • Strategically approach AI adoption and prepare for the challenges that come with it: Learn three key takeaways from our webinar on how healthcare organizations should prepare for AI adoption.
  • Use the internet’s impact on healthcare to project potential implications of AI. Prepare for the future of AI, including its expansion of digital health access and coinciding data privacy concerns.

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