David Wright, Disruptive Innovations: Looking at people, process, technology and methodology across the patient experience life cycle or the customer experience life cycle. So everything a patient is leveraging to interact with a healthcare provider throughout the continuum of care across specialty, across department, developing that understanding of what that looks like today, and what these stakeholders want it to look like in the future, I think, is a crucial step. So think big, but start small. Right? So you know, have an understanding of what the forest looks like. But that doesn’t mean we have to boil the ocean.
So yeah, I think that’s one thing. I think one thing that was mentioned, too, is by Pam, actually, from a customer experience standpoint, starting with the customer journey, or the customer intent in mind so like, how can I ingest all my patient correspondence at scale to better understand intent and and the actual things patients want to accomplish and actually build out, instead of just recreating workflows that we propagated for many years, ‘How can I create new? How can I throw it up against the wall and really see how patients want to navigate the health system and leverage things like generative AI to get there quicker versus intent based workflows that just look like spaghetti.
