Health Systems' digital engagement with consumers lags healthcare disruptors, Navigant/Centric Digital report suggests

Health Systems' digital engagement with consumers lags healthcare disruptors, Navigant/Centric Digital report suggests

Press releases may be edited for formatting or style | February 20, 2020
WASHINGTON, Feb. 20, 2020 /PRNewswire/ -- New and expanding healthcare disruptors are outperforming nine out of 10 health systems when it comes to providing a seamless, integrated digital experience, according to a new analysis from Centric Digital and Navigant, a Guidehouse company. This digital engagement expertise is putting health systems at risk of losing consumers to disruptors offering more routine, lower-acuity care, the analysis suggests.

A provider's online experience often serves as a digital introduction for awareness and consideration of the care they offer, and how and where consumers can receive that care. The analysis (click here to access) of the digital presence of more than 1,400 hospitals and health systems, powered by Centric Digital's intelligence platform to measure consumers' web experience, found that 90% of health systems' consumer digital experience scores were lower than the lowest scoring disruptor.

The average score for health systems was 635 out of 1,000, compared to 771 for disruptors across five categories: online provider finders, innovative payers, health retailers, urgent care, and IT-enabled primary care. The analysis also found:


Special-Pricing Available on Medical Displays, Patient Monitors, Recorders, Printers, Media, Ultrasound Machines, and Cameras.This includes Top Brands such as SONY, BARCO, NDS, NEC, LG, EDAN, EIZO, ELO, FSN, PANASONIC, MITSUBISHI, OLYMPUS, & WIDE.

Disruptors outperform health systems by over 140 points with search engine optimization for care needs.
Only 45% of health systems allow consumers to search for available appointment times/request appointment information without logging into a portal, compared to 75% of disruptors.
Only 3% of health systems have public chat.
"Disruptors are not only seizing the consumerization of healthcare in providing access, convenience, choice, and price transparency for lower-acuity services, they are also reaching customers with Amazon-like capabilities built into their tools," said Guidehouse Partner and Healthcare Technology Leader Subra Sripada, a former health system CIO. "This is one example of how disruptors – the same organizations aggressively competing with traditional providers for market share – are changing the healthcare landscape. Hospitals and health systems need to revisit their access strategies and bolster their tools to both protect their market and drive differentiation."

Consumer digital experience scores were calculated using Centric Digital's proprietary weighting model, which benchmarks an organization's digital capabilities against a library of best practices. The report focuses on the digital best practices that fall within the following stages of the patient journey:

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