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.

Featured Insights

Our Take

Meeting out-of-industry digital experiences

Banking, retail, and entertainment are far ahead of healthcare on developing the digital consumer experience. Healthcare leaders should take advantage of the lessons learned from out-of-industry counterparts. Learn five components of a digital experience healthcare can adopt from other industries.

Our Take

Addressing digital inequity is a business imperative

Addressing digital inequity is more than a moral obligation — it’s a business imperative. We’re entering a world where digital will be pervasive in healthcare, and leaders who don’t address digital inequity will have a hard time engaging with patients. Organizations that prioritize digital inequity efforts will benefit from a bigger market for digital solutions, design tools that a wider range of patients will want to use, and reduced cost-of-care through improved outcomes.

Research

Does digital inequity only affect rural areas?

Digital inequity is often framed as a broadband issue that mainly impacts patients in remote or rural areas. A broader understanding of what digital inequity is and who it impacts is required to better engage patients and improve digital adoption. Read on to see how we debunked this myth and how organizations can kickstart their efforts to address digital disparities.

Building better digital consumer experiences

In this podcast episode, we discuss what healthcare leaders need to consider when revamping their digital consumer strategy and how to ensure that patients who could benefit most from digital health aren’t being left behind.

Our Take

Why asynchronous care belongs in your digital strategy

Asynchronous technology enables remote communication between providers and patients, serving as a gateway to the health system, providing immediate care for common conditions, and playing a crucial role in transforming care delivery at scale. Learn why asynchronous care belongs in your digital strategy to enhance patient access, experience, and outcomes.

Expert Insight

Is early adoption of AI technologies worth the risk?

AI is changing the healthcare industry, but not all organizations are adopting it at the same pace. Some are early adopters, and others are waiting to see how things play out. Unpack the different strategies for AI adoption and learn about the approach that may be right for your organization.

Market Insights

The board’s guide to 5 AI challenges

Artificial intelligence (AI) has the potential to transform care delivery, but healthcare board and c-suite leaders must understand the risks they face and work to mitigate these challenges to unlock its full potential. Use this guide to get a baseline understanding of the major risks and learn how your organization can ethically deploy AI models.

Meeting out-of-industry digital experiences
Addressing digital inequity
Does digital inequity only affect rural areas
Radio Advisory Building better digital consumer experiences
Asynchronous care
Early adoption of AI technologies
Guide to 5 AI challenges

Tackle these challenges

Get smart fast
Bring consumerism to digital health
Improve adoption of digital tools
Make the case for digital equity
Use AI to further digital equity and accessibility

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:

Create positive digital experiences: Surpass customer expectations by investing in the digital front door.
Use digital tools to help patients make informed choices: Digital navigation tools provide patients with support, transparency, agency, and an understanding of how AI can help.
Help patients use digital health tools in their day-to-day: Go beyond access to true digital adoption by addressing digital inequity.

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.

Recent insights from around the industry

Market Insights

3 principles for the equitable use of AI in healthcare

Ensuring the equitable use of artificial intelligence (AI) is crucial for addressing existing healthcare disparities. Learn how healthcare organizations can implement three key principles to promote equity in the design, deployment, and financing of AI solutions.

Expert Insight

AI pulse survey: Are healthcare leaders ready for AI?

Artificial intelligence (AI) is revolutionizing healthcare, but are healthcare leaders keeping up? Our recent survey highlights that many may not be as ready for AI as they think. Here are five takeaways that emphasize leaders' dependence on existing processes and potential misjudgment of their preparedness for these new technologies.

Expert Insight

How expanded reimbursement for RTM and RPM is changing care

Remote therapeutic monitoring (RTM) and remote patient monitoring (RPM) have emerged as essential tools in modern healthcare. Discover the implications of expanded reimbursement for RTM and how it is changing the way organizations approach patient care.

Cheat Sheet

What you need to know about virtualists

As telehealth adoption continues to rise, healthcare organizations are turning to virtualists to provide care through virtual modalities. Discover how virtualists address workforce issues, meet patient preferences, and increase provider capacity — and why they are set to play a crucial role in shaping the future of healthcare.

Go deeper on our latest research

Digital Health

A good digital experience is just one benefit of a comprehensive digital health strategy. Explore our resources designed to improve your approach to digital health.

Access

Go beyond digital-specific solutions to expand access to care.

Consumerism

As the competitive landscape changes, more organizations are competing for healthcare consumers. Learn strategies for attracting these patients.

Patient Experience

A good digital experience is just one factor in a good patient experience. Discover our latest insights on how to ensure the highest customer satisfaction.

Telehealth

For many patients, a telehealth visit is the most impactful digital interaction they will have with healthcare.

Social Determinants of Health

Digital inequity is just one social determinant of health that impacts patient access and outcomes. Learn about other determinants and what you can do about them.

Experts

We help leaders and future leaders in the healthcare industry work smarter and faster by providing provocative insights, actionable strategies, and practical tools to support execution.

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AskAdvisory

Digital access and experience

Meeting out-of-industry digital experiences

Addressing digital inequity is a business imperative

Does digital inequity only affect rural areas?

Building better digital consumer experiences

Why asynchronous care belongs in your digital strategy

Is early adoption of AI technologies worth the risk?

The board’s guide to 5 AI challenges

3 principles for the equitable use of AI in healthcare

AI pulse survey: Are healthcare leaders ready for AI?

How expanded reimbursement for RTM and RPM is changing care