Why Does Health Care Still Struggle to Deliver a Seamless Digital Experience?

Ben Dillon, president and CEO at Geonetric

Imagine ordering a pizza and watching in real time as it’s prepped, baked, boxed, and delivered — a simple, seamless experience powered by technology. Now, contrast that with sitting in a waiting room at your doctor’s office, unsure how much longer you’ll be waiting or if they’ve simply forgotten that you’re there. It’s a jarring comparison, but one that highlights the persistent gap between health care and other industries when it comes to digital experience.

That comparison came from Ben Dillon, president and CEO at Geonetric, during a recent webinar on digital patient experience. It perfectly illustrates what many in the field already know: Health care’s digital experience often lags behind the expectations of modern consumers — expectations shaped not by hospitals but by brands like Amazon, Netflix, and Domino’s.

“Most consumers aren’t engaging with the health care system that often, so their expectations aren’t built on what we’ve done in the past. They’re shaped by the best-in-class experiences they’re having every day online. That’s a tough standard to meet,” says Dillon.

We followed up with him for a deeper dive into digital experience. Read the full article to explore how health care marketers can more closely align patient experience with consumer expectations influenced by major brands: The Pizza Tracker Problem: Why Health Care Still Has a Patient Experience Gap

Best regards,
Matt Humphrey
President