How Hospitals Address Patient Experience via Mobile Apps

Carrie Vaughan, for HealthLeaders Media , July 7, 2011

To solicit feedback, JHSMH set up a Zoomerang online survey when it launched the app. It also uses the social media tracking service Radian6 to monitor what people are saying in blog posts and on Facebook and Twitter. “We got it out there and got that feedback and then adapted it to make it the best,” says Mackovic.

“You need to think in small bites,” adds Tizon. “You can’t do it all and need to think about what is useful.”

Your first inclination might be to create a mobile version of your website,

Tizon says, but most hospital websites are huge, containing thousands of pages. Ask yourself whether people are going to use a phone for that, she says. Instead, Tizon suggests that health systems focus on small pieces of information such as pediatric health or way-finding.

“Rather than trying to put your arms around everything and making everything mobile, think about what are the small things that you can do that will be helpful,” says Tizon.

Carrie Vaughan is a senior editor with HealthLeaders magazine. She can be reached at

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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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