Consumers, especially in the digital era, primarily expect two things from healthcare: prompt accessibility (the digital front door) and anticipatory communication about their health needs.
The notion of having timely access to services emphasizes a simplified and efficient healthcare experience. However, this sector remains fragmented for consumers, who anticipate an experience similar to travel booking. The digital front door encapsulates consumers' expectations for digital, convenient healthcare access that suits their lifestyle, such as online scheduling and automated pre-check-in processes.
Yet, digital front door solutions largely overlook the anticipatory aspect of understanding and meeting consumer needs. Many people are unaware of the exact timings for routine health procedures like tetanus boosters. This lack of awareness is not due to disinterest but due to the absence of the necessary tools that enable proactive health management. With access to consumer data, healthcare providers can automate proactive communication, reminding individuals about their need for health screenings, vaccinations, or disease-specific tests, like the A1C for those with diabetes.
Consumers can follow basic prompts if alerted about their healthcare needs, and these reminders should be delivered to the family member most likely to arrange appointments. We can promote improved health outcomes and preventive care by offering timely, relevant communication.
