How Hospitals Address Patient Experience via Mobile Apps
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 firstname.lastname@example.org.
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