Becker’s Hospital Review has published a new piece co-authored by CannonDesign health leaders Manuel Hernandez, MD and Michael Pukszta focused on key lessons healthcare can learn from homeland security and the airline industry to improve patient experience.
The piece, entitled, “Homeland security, ticketless travel and the patient experience: What healthcare can learn from volume-based consumer industries,” recognizes the ability to respond to patients’ consumer traits as pivotal for successful healthcare organizations and offers ideas to help providers strategically respond.
Below are excerpts from the piece.
On Surprising Lessons from Homeland Security
“A brilliant example of managing the consumer experience in action can be seen with the Department of Homeland Security’s Immigration and Customers Enforcement (ICE) division…. ICE introduced Global EntryTM to expedite the process for travelers willing to pay a fee and submit to additional screening. The model fast-tracks certain customers, which has reduced border crossing times at some locations from over an hour to under a minute. Similar strategies have now been employed for all passengers entering the United States vis-à-vis automated passport kiosks…. Imagine an ED where long registration lines and overflowing waiting areas are replaced by self-service kiosks and/or small registration spaces — similar to the experience many travelers are now having when entering or re-entering the United States …”
On How Airlines Have Streamlined Service
“Over the course of the last few decades, we have seen the airline industry transform from requiring multiple, mandatory touch-points and interactions– the phone call to the ticket agent, printing and delivering a ticket, needing to visit a check-in counter, baggage drop, security, gate check-in and, finally, the in-flight experience – to the most innovative models today where you can do everything online beforehand and end up in your plane seat with barely any face-to-face interactions … When you start to compare this to the healthcare setting – scheduling registration, check-in, waiting, rooming, vital check, clinical appointment, billing, check out, etc. – you quickly realize healthcare hasn’t made it nearly as far in streamlining the touch points.”
On Healthcare Organizations That Are Taking Note
“With an eye toward innovation, University of Minnesota Health has utilized this capital investment as a stimulant to rethink everything, instead of taking the easy road of simply moving their existing processes into a better looking space. From day one, the University of Minnesota Health leadership has been examining how they can transform the patient experience while optimizing throughput and reducing cost. One of their main goals is to minimize the number of touch-points on the front-end of the patient experience — and they are leveraging both technology and an evolution of traditional healthcare roles to help them do that.”
The full story can be read online here.