How Hospitals Address Patient Experience via Mobile Apps

Carrie Vaughan, for HealthLeaders Media , July 7, 2011

To promote the app, JHSMH used some basic media—a press release, an outdoor board on its campus, and some table tents in its cafeteria—but it has mostly focused on word of mouth.

“We haven’t done a lot of traditional marketing,” says Mackovic. “The thing about social media is it doesn’t make sense to advertise in a more traditional way, so we really utilized other social media channels.” For example, the health system posted an explanatory video about the app on its YouTube channel.

As of the end of March, more than 2,100 people have downloaded the app, which is available on iPhone® and BlackBerry® devices.

Focus on core services

Swedish Medical Center, a four-hospital system, also focused on promoting one of its core services and maintaining its relationship with patients when it launched its Kids Symptom Checker app.

The health system has a pediatric specialty care program and delivers more babies than any other facility in Washington, says Tizon. “We have all of these women who come into our facility to deliver their baby and have this incredible experience with us,” she says. “Then they leave and we don’t really see them again, so we have been doing a lot of work to try to maintain that relationship with women after they leave our facility after having their babies.”

To that end, Swedish has been providing health information on its website and now via its new mobile app, which launched this past fall on iPhone devices and was scheduled to be made available for Android™ devices this spring.

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3 comments on "How Hospitals Address Patient Experience via Mobile Apps"

Matt Mattox (7/25/2012 at 2:15 PM)
The real question is why hospitals are waiting so long to offer an app. With millions of dollars in the balance based on patient satisfaction (read: Value-Based Purchasing), a mobile app is a no-brainer. And relative to the cost of most hospital technology, apps are reasonably priced. Here are 5 reasons hospitals should launch an app ASAP:

Steve Wilkins (7/8/2011 at 5:30 PM)
Hospitals and other providers thinking about investing in the development of smartphone apps should keep the following fact in mind: "only 5 percent (of smartphone apps) are still used one month after downloading." For source citation: Steve Wilkins

Kim Larabee (7/7/2011 at 2:34 PM)
The MHealth apps developed at Vertiglo keep a few things in mind related to the article above. > The application has to be super functional for young and old > The article mentions the increase in use. It's imperative that security and layers on encryption for the data collected is in place before roll-out > Focusing on the core services can't be overstated. At Vertiglo, we out into place a mechanism to make changes and revisions in realtime. This was evident with the Veterans app we are in beta testing. > The success should be customer centric Great job @Carrie_Vaughan Kim @vertiglo




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