Posted: June 1, 2017

The technology infrastructure at most healthcare organizations these days is starting to look a lot more like a major interstate pileup than a clear and structured roadmap. A mash-up of technology solutions, some of which talk to each other via API, some of which keep their data siloed, leads to a lot of complexity in the world of healthcare IT.

Add in government regulations, concerns about privacy, and other mounting security pressures, and you can see how it’s easy to lose the big picture amidst daily fire quenching.

But more and more, consumer experience initiatives are becoming top priorities for healthcare executives. That means CIOs need to provide their marketing, clinical, and operations teams with specialized tools for data analytics, consumer segmenting and targeting, dynamic and personalized messaging, and more. The CIO role is becoming a major stakeholder in the healthcare consumer experience game.

So how do you manage these sometimes competing responsibilities? Start with your ultimate wish list for how to achieve your goals.

  1. Robust security tools
  2. Data warehousing and analysis
  3. Cloud-first solutions
  4. Organization-wide integration
  5. A clear roadmap

Let’s break these down a bit.

The threat of hackers and denial-of-service attacks. Protecting PHI. HIPAA compliance. A framework build for the most secure technology infrastructure possible. No matter the sophistication of your organization’s marketing automation software or healthcare CRM solution or how fancy and engaging your website, if these solutions can’t be protected, nothing else matters.

Data Warehousing and Analysis
With the growing buzz around big data, and the implications for its use in providing deeper personalization, you need an architecture for warehousing data that can provide a 360-degree view of your consumers. With your data storage secured, you can have more sophisticated analysis of your consumers and put that knowledge to use in providing value via consumer experiences.

Cloud-First Solutions
Getting in the cloud is one of the simpler ways to address mounting security concerns. Plus, cloud-based solutions are structured to grow with your organization and are generally more on the cutting edge of technology. Cloud solutions are also known for their value, often saving big on budget, and are designed with better user experience in mind.

Next to providing excellent security, having a suite of technology solutions that integrate with each other is essential for the modern healthcare CIO. When your platforms and technology solutions can communicate back and forth, you have a structure that allows for more seamless experience management for your consumers.

Because technology is always evolving, you need solutions with a roadmap set up to include emerging sources of data or at least flexible enough to know when the roadmap needs to shift in that direction. If not, your consumer experience initiatives and ability to grow as a business will suffer.

When all these factors are working together in harmony, your healthcare organization can achieve big things. Of course, you can positively affect the health and wellness of the population you serve, but you can also do so in a way that helps your consumers feel empowered and engages them in a way that drives loyalty and a better reputation for your organization as well.

Want to learn more about the state of healthcare consumer experience in 2017? Download our white paper.