UnityPoint Health’s Patient Experience Aims to Rival Retailers on Convenience & Personalization

What’s the future of the patient experience in hospitals and health systems? I’ve got a special, six-interview deep-dive series with health system execs from across the US, talking about how the patient journey is evolving to more be tech-forward and consumer-centric. In this first episode, we are kicking off the conversation in a BIG way with Lauren Hardison, Vice President of Strategy & Consumerism at UnityPoint Health, one of the BIGGEST care delivery orgs in the U.S. (The fifth largest non-denominational health system, to be precise.)

So, what’s to be learned about patient engagement strategy at-scale from one of the big guys? Lauren and I start talking about how care delivery is getting increasingly competitive thanks to expanding retail health providers and direct-to-consumer virtual care businesses and how she thinks these kinds of businesses are impacting patient expectations for health systems. Is it even really fair for us to compare them? Lauren seems unphased by the challenge, and makes a compelling case for how hospitals can win-out by focusing on personalizing the patient experience in addition to making it convenient. “So, for health systems, we have relationships with [patients]. We spend the Saturday at the farmer's market with them. We care for their family members, ...and we have a unified health record.”

Personalization and convenience seem to be the magic words in what Lauren and her team are building, and we hear about how that is playing out in the very design of UnityPoint’s systems. How are they tackling the provider workflow side of the patient experience when the two are so intertwined? What’s being considered when measuring ROI on patient-facing tech? What do patients really want? And, is UnityPoint even calling them patients anymore, or are they “healthcare consumers” like Lauren’s title would imply??

From omnichannel comms to omnichannel care, find out how Lauren and her team at UnityPoint Health are “actually building back the foundation to deliver a seamless care experience” by focusing on tech integrations, standardization, and people centricity.

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Jessica DaMassa, the emerging ‘It girl’ of health tech interviewing, chats it up with the ‘who’s who’ of the health tech and healthcare innovation set on 'WTF Health - What's the Future, Health?' Catch 100's of interviews with leading health tech startups and the VC investors, health insurance companies, big pharma co's, and hospital systems helping bring their new ideas into the healthcare establishment. From AI and Big Data to digital health, virtual care, telehealth, digital therapeutics, payment model innovation, and investing, Jessica helps you spot the trends and figure out what’s next.

"WTF Health - What's the Future, Health?" is sponsored in part by OneDrop, Pfizer, Wheel, Komodo Health, Crossover Health, 120/80 MKTG, & Bayer G4A.