In the current healthcare environment, managing patient experience and staff efficiency remains a critical challenge for many medical practice administrators, facility owners, and IT managers across the United States. Patient-centered digital tools have become important to address these challenges. These tools help guide patients smoothly through the complex healthcare system and support healthcare providers to use resources better. Digital wayfinding systems, patient portals, remote monitoring, and educational platforms have shown value in improving healthcare outcomes and workflow.
This article looks at the use and development of patient-focused digital tools in U.S. healthcare, the benefits they bring, and the growing role of artificial intelligence (AI) and automation in healthcare management.
Finding your way around large healthcare campuses can be stressful for patients, their families, and visitors. For example, CentraCare, one of Minnesota’s largest healthcare providers, partnered with Purple, a company that makes digital wayfinding solutions. At St. Cloud Hospital, they introduced a digital system to help patients and visitors find their way inside hospital corridors and departments more confidently.
CentraCare’s use of Purple’s system shows how clear navigation helps patient experience. The technology helps patients get to their appointments on time and lowers the stress of getting lost in unfamiliar places. Amy Porwoll, Chief Information Officer at CentraCare, says this digital tool supports patients throughout their healthcare process by connecting them directly to healthcare services without unnecessary delays.
From a management view, digital wayfinding cuts down on interruptions caused by visitors asking staff for directions. This lets hospital employees focus on their work instead of constantly guiding patients, improving overall staff efficiency. The system also helps reduce financial problems caused by patients missing appointments and workflow interruptions by managing patient flow and visitor traffic better. Purple was named a Niche Player in the 2023 Gartner Magic Quadrant for Indoor Location Services, showing that this kind of technology is gaining acceptance in healthcare.
With these tools, healthcare centers like CentraCare—which serves parts of Minnesota—can create more accessible, patient-friendly environments. Using digital navigation tools matches healthcare leaders’ aims to improve both operational efficiency and quality patient care.
Besides helping with navigation, digital platforms that actively involve patients in their care have become more common. The partnership between Navigating Care and Texas Oncology shows this with a study presented at the 2022 American Society of Clinical Oncology (ASCO) Annual Meeting.
The study lasted three years and looked at digital health engagement among more than 280,000 cancer patients at 220 sites. It showed high use of digital tools like patient portals, remote monitoring devices, and online education. Specifically, 83% of patients used online portals to manage appointments, see test results, or talk to providers. Remote monitoring, where patients report symptoms and track health electronically, had a 68% engagement rate. Also, 57% of cancer patients viewed digital educational materials to learn about their diagnosis and treatments.
These figures show that digital health solutions are now part of patient care. Cancer treatment can be complex and stressful, needing close monitoring and teamwork. Digital tools help patients get information and take part in their care plans, which could improve results.
The study found vulnerable groups like older adults and rural patients used these digital tools well. However, racial and ethnic minorities and non-English speakers showed less use. Barriers like language, internet access, and money problems made it harder for them. For example, giving patient education in many languages and making tools easier to use is important to close these gaps. Among patients who accessed educational material, 96% read it, which means when content is easy to reach, patients want to learn.
Experts such as Debra Patt, MD, Ph.D., MBA, from Texas Oncology, said digital health tools positively affect patient care. Ethan Basch, MD, MSc, from the University of North Carolina, sees this work as a model for other healthcare providers who want to use patient-focused digital care.
These results show that healthcare leaders should invest in digital tools that help patients manage their care and learn more. This not only increases patient satisfaction but can also lower the workload on clinical staff by automating reminders, monitoring, and communication.
Healthcare management is increasingly turning to artificial intelligence (AI) and automation to improve operations and front-office tasks. AI systems like Simbo AI focus on automating phone calls and answering services to streamline healthcare communication.
Handling patient phone calls takes up a lot of front-office time. Calls include scheduling appointments, answering medical questions, billing, and directing urgent care needs. Automated AI answering services reduce the load on staff by managing common phone calls efficiently. This lets staff focus on harder tasks that need human thinking.
Simbo AI’s platform uses natural language processing (NLP) to understand and respond to patient questions correctly. It can confirm appointments, give directions, and handle prescription refill requests without needing a person unless the issue is complex. For healthcare managers, this means shorter wait times for patients, fewer dropped calls, and better communication overall.
AI-driven automation also keeps patient engagement timely and steady, reducing missed appointments and improving clinic use. It helps meet healthcare rules about patient communication and record keeping. By adding this technology, healthcare centers can ease staffing pressures, cut costs, and keep patient experiences positive.
Combining AI with other digital tools, like wayfinding and patient portals, can create an easy-to-use service system. For example, a patient might get a reminder call from the AI system with a link to the navigation app, giving both information and directions for their visit.
When adding digital tools in healthcare across the U.S., leaders must think about the different needs of their patients. Big systems like CentraCare serve both city and rural areas, which bring unique challenges in technology use and access.
Older adults, people living in rural areas, and those with limited English skills often face problems using digital tools. They may have no internet or low digital skills. Studies from Texas Oncology show these groups do use digital tools but also face gaps caused by language and other barriers.
Healthcare leaders should focus on digital solutions that support many languages, make user interfaces simple, and include patient education designed for different groups. Also, healthcare providers and tech companies should work together closely, using regular feedback to improve their products and services.
For example, a digital navigation tool with voice guidance in several languages will serve patients from many backgrounds better. Patient portals with automatic translation and relevant educational content can raise use among less represented groups.
Considering these needs helps make care more fair and lead to better health, which is an important goal for healthcare organizations in the U.S.
Digital health tools that focus on patient needs also help staff by cutting down workflow interruptions and letting them focus on clinical work. Hospitals and clinics with many patients and visitors benefit from automation in front-desk tasks and communications, freeing up staff for medical priorities.
With digital wayfinding, fewer visitors ask staff for help with directions. This lowers time spent on non-medical questions and avoids traffic jams at busy times.
AI-powered answering systems verify appointments and reply to patient questions quickly without staff help. Handling fewer repetitive calls lowers mistakes and staff stress. This better operation can also save money and use resources well.
In cancer care and other special areas, digital platforms that provide real-time patient monitoring improve clinical trial management, symptom tracking, and timely care. The Texas Oncology study reported a 55% compliance rate with electronic Patient-Reported Outcomes (ePRO), showing there is still room for improvement with easier-to-use digital tools.
Healthcare owners and managers should think about digital systems that combine wayfinding, AI communication, and remote monitoring. When these tools work together, they improve the experience for both patients and staff.
Using patient-centered digital tools in healthcare across the U.S. is growing because of clear benefits for patients and staff. Digital wayfinding like at CentraCare’s St. Cloud Hospital helps patients find their way inside large facilities. Patient portals and remote monitoring in cancer care provide important communication and education to hundreds of thousands of patients, with high use especially when language barriers are addressed.
AI and automation, such as Simbo AI’s phone services, improve efficiency by handling routine patient communication. These tools ease staff workload and help patients keep appointments, which improves clinic operations and finances.
Healthcare leaders, practice owners, and IT managers serving diverse communities should consider accessibility and inclusion when choosing digital tools. Plans that consider language, location, and tech access differences will support better care and reduce inequalities.
As healthcare changes, using digital patient engagement and automation helps organizations work better and support patient care throughout the United States.
The partnership aims to implement a digital wayfinding solution at St. Cloud Hospital to enhance patient experience and ensure visitors can confidently navigate the facility.
Digital wayfinding helps patients find their way to appointments on time, reduces stress, and allows hospital staff to focus on their primary responsibilities without distractions.
CentraCare is one of the largest health systems in Minnesota, focusing on rural healthcare and providing both primary and specialty care across multiple regions.
CentraCare is committed to serving the community with high operational standards and innovative technologies to improve healthcare accessibility and quality.
Amy Porwoll is the Chief Information Officer and Senior Vice President of Information Services at CentraCare.
Purple was recognized as a Niche Player in the 2023 Gartner® Magic Quadrant™ report for Indoor Location Services.
The partnership with Panda Health aims to streamline the discovery and implementation of digital innovations, including wayfinding solutions, to enhance patient experience.
Digital wayfinding minimizes disruptions, alleviates staffing issues, and reduces financial pressures for healthcare facilities while improving visitor satisfaction.
Purple is dedicated to building long-term partnerships that help healthcare providers minimize operational challenges and enhance patient and visitor experiences.
The CentraCare wayfinding app represents a digital innovation initiative that connects patients to necessary care and supports them throughout their healthcare journey.
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