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Is Your Hospital Website Patient-Centric?

This is an overview of the report "Aligning Patient Needs with Online Capabilities," which analyzes the websites of the nation's best hospitals, as chosen by U.S. News & World Report.

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Is Your Hospital Website Patient-Centric?

  1. 1. IS YOUR HOSPITAL WEBSITE PATIENT CENTRIC? A report on the websites of U.S. News Best Hospitals 2013-2014
  2. 2. 2 OVERVIEW: Why your website features can make a difference to the bottom line Website Features Affect Your Bottom Line
  3. 3. 3 •  The implementation of the Affordable Care Act has created critical challenges for healthcare providers in terms of patient care and availability of information. •  Online visibility and patient-centric features must be a priority. HEALTHCARE REFORM AFFECTING HOSPITALS
  4. 4. 4 THE IMPORTANCE OF ONLINE VISIBILITY •  The Internet has become the number one resource for news and information. •  Healthcare is no exception. Source:  Susannah,  Fox,  and  Maeve  Duggan.  "Health  Online  2013."  Pew  Research  Centers  Internet  American  Life  Project   RSS.  PewResearchCenter,  15  Jan.  2013.  Web.  31  Mar.  2014.  
  5. 5. 5 SEARCH VISIBILITY IS VITAL •  Patients are searching for healthcare online. Search engines enable them to thoroughly research various organizations, their staff, and services. Source:  Susannah,  Fox,  and  Maeve  Duggan.  "Health  Online  2013."  Pew  Research  Centers  Internet  American  Life  Project   RSS.  PewResearchCenter,  15  Jan.  2013.  Web.  31  Mar.  2014.  
  6. 6. 6 SEARCH VISIBILITY •  As more people turn to search engines for healthcare assistance, the opportunity for hospitals increases. Source:  Susannah,  Fox,  and  Maeve  Duggan.  "Health  Online  2013."  Pew  Research  Centers  Internet  American  Life  Project   RSS.  PewResearchCenter,  15  Jan.  2013.  Web.  31  Mar.  2014.  
  7. 7. 7 THE IMPORTANCE OF MOBILE •  More than half (52%) of smart-phone users have used their phone to look up heath information, but only 51% of hospital websites have a mobile friendly site. Source:  Susannah,  Fox,  and  Maeve  Duggan.  "Health  Online  2013."  Pew  Research  Centers  Internet  American  Life  Project   RSS.  PewResearchCenter,  15  Jan.  2013.  Web.  31  Mar.  2014.  
  8. 8. 8 WHAT PATIENTS EXPECT TO ACCOMPLISH •  Set up or change an appointment •  Fill a prescription •  Referrals •  Understand treatment options •  Familiarize themselves with physicians
  9. 9. 9 KEY FINDINGS: The current state of hospital websites The Current State of Hospital Websites
  10. 10. 10 FOCUS IS ON SPECIALITIES, NOT PATIENTS •  The websites of the U.S. News Best Hospitals tend to promote their medical expertise and specialties, but do not provide enough patient- centered functionality and user interaction.
  11. 11. 11 THE TOP 50 HOSPITALS IN THE US •  20% of these hospitals have no primary patient-centric website functions •  Only 1 in 6 has pre-registration documents available online •  Just 50% offer online bill pay •  Nearly 2 out of 3 do not offer online prescription refills •  77% do not have any rehab or aftercare information on their website
  12. 12. 12 COMPARISON OF THE TOP 10 HOSPITALS •  Only 4 of the top 10 on the US News list also made the Top 10 Patient- centric websites list. •  Mayo Clinic came out the clear winner.
  13. 13. 13 NEW WAYS TO INNOVATE •  A hospital can take advantage of the digital tools available to more effectively interact, communicate and provide critical health information to patients. •  Most hospitals have upgraded to in-house systems that make patient management simpler, but have not yet advanced to the same level in online interaction and access for their patients.
  14. 14. 14 THREE WAYS TO BUILD CONNECTIVITY Three Ways to Build Connectivity
  15. 15. 15 CONNECT WITH YOUR PATIENTS •  By increasing the ability for a patient or prospective patient to find information easily and interact with the healthcare facility, a healthcare brand will see a significant return on investment. •  A full analysis of the current visitor website activity will quickly identify behavior, searches and the needs of online visitors to the site.
  16. 16. 16 CONNECT INTERNALLY •  When it is possible for an organization to communicate news and information along service lines, it makes the patients’ movement through the various points in the healthcare journey easier to track and monitor. •  For example, when a patient needs a referral, the system can refer to a physician within the healthcare facility or network, rather than transfer to a physician at another brand.
  17. 17. 17 CONNECT WITH THE HEALTHCARE COMMUNITY •  The sharing of critical information, including advances in treatment, will increase the quality of care throughout the industry. •  A website that facilitates information sharing in forums creates a platform where professionals can discuss treatments, results, and advances, as well as share information with organizations such as the AMA and ADA.
  18. 18. 18 Download the full report to see the specific results for each of the hospitals