Health systems that fail to deliver a seamless digital experience are losing patients to competitors and disruptors that do. Patients today have more choices than ever – retail clinics, urgent care, concierge medicine, direct to consumer offerings, payviders, and telehealth providers are all competing for their attention. Without a unified digital strategy, health systems will continue to see a steady loss of patients to more consumer-friendly alternatives – despite investments in digital point solutions and digital front doors.
Ninety percent of C-suite health system executives expect their use of digital technologies to accelerate in 2025 (Deloitte). However, if digital solutions are implemented in silos, without considering how each touchpoint contributes to a patient’s overall experience, the intended ROI will not be achieved. Consumers aren’t demanding more digital touch points – they are demanding one cohesive experience that orchestrates all resources available to them.
Continuing to ignore consumer experience orchestration – yet investing in more digital solutions and bifurcated digital front doors – only leaves patients increasingly frustrated with multiple portals, redundant logins, and scattered communication.
Patients today expect a consumer experience that mirrors other industries – seamless, personalized, and easy to navigate. Just as the Starbucks app remembers their favorite drink and the Delta app knows their seat preferences, patients want their health system to provide relevant services and content related to their unique patient journey. They want to be able to book an appointment in seconds at their nearest lab for the tests their doctor ordered, without creating another login or downloading another app. They want to know exactly how much they owe after an appointment – and to be able to make a payment within the app they are already using.
Instead of a hyper personalized experience, patients instead encounter:
Without seamless integration between patient portals, third-party apps, and CRMs, these disconnected point solutions fail to deliver their promised ROI and fall short on delivering a cohesive patient experience. This fragmented approach results in redundant technology investments where underutilized third-party solutions demand ongoing spend with minimal return. Operational inefficiencies also grow as IT teams spend valuable resources on deployments, ongoing updates, and a proliferation of avoidable customer support issues, such as password resets.
The solution isn't to halt digital investments, but rather focus on optimizing them through a unified platform. A well-integrated system eliminates wasteful redundancies and costly custom development projects, enhances self-service capabilities, and orchestrates personalized digital patient interactions. By consolidating consumer-facing touch points into a single, orchestrated platform, health systems can maximize the value of their technology investments, optimize existing access constraints, and improve both patient satisfaction and organizational efficiency.
Praia Health serves as the orchestration layer that connects, streamlines, and enhances a health system’s digital investments and patient-facing solutions — delivering the most frictionless consumer experience in healthcare.
As the first and only consumer orchestration platform built from within a health system and proven across millions of patient accounts, Praia Health understands what it takes to create tangible value for healthcare organizations.
Rather than continuously patching together disparate solutions, health systems can rely on Praia Health to:
Health systems that fail to improve and orchestrate the consumer experience will be further commoditized over time. Their ability to attract new patients and retain existing ones will be further reduced – which is not sustainable in today’s low margin operating environment.
Instead of continuing to invest in fragmented solutions that underperform, health systems must take a strategic approach to consumer experience orchestration.
Let’s start the conversation today.
