In an earlier post about mobile and the healthcare brand experience, we wondered whether at some point in the future, customers might have a mobile-only relationship with a hospital or healthcare system. Consider too that mobile isn’t just another channel, it’s digital, search and social, all wrapped into one.
Here, in a recent Modern Healthcare interview, Bruce Broussard, CEO of Ky.-based Humana talks about the mobile evolution they’re undertaking. He states that mobile devices play a key part in engaging with the patient around a health outcome, being able to service them and give them the transparency of choice, or the ability for physicians to make a decision about care on the fly with a mobile device.
You don’t need a crystal ball to see that healthcare customers are increasingly mobile. Or the inevitability of a mobile-first customer journey. For the hospitals and healthcare systems that respond first, the prize should be a tri-fecta of greater customer engagement, satisfaction and advocacy.