Praia Health hosted a LinkedIn Live discussion on January 8, 2025 on the topic of measuring the ROI of digial engagement and consumer experience orchestration.
This live conversation was hosted by Hospitalogy's Blake Madden and featured Sara Vaezy and members of Praia's leadership team who dove deep into how Providence calculates the ROI of their consumer experience orchestration efforts, as well as why we believe it sets a new standard for measuring digital engagement.
Panelists:
Sara Vaezy, EVP, Chief Strategy and Digital Officer, Providence
Blake Madden, Founder and Creator, Hospitalogy
Justin Dearborn, CEO, Praia Health
Doug Grapski, VP of Strategy and Operations, Praia Health
Digital Transformation at Providence: Praia Health improved digital patient engagement through a Consumer-Driven Identity Solution, reducing friction in patient self-service and enabling omnichannel integration.
Limitations of Patient Portals: While useful for clinical records, traditional portals lack broader engagement capabilities, CRM integration, and marketing use cases.
Measuring ROI: Providence’s model connects digital actions (e.g., clicks) with tangible outcomes (e.g., payments), enabling robust ROI calculations.
Operational Efficiencies: Praia reduced operational costs through self-service features, improving patient retention, and transaction completion.
Industry Impact: The model sets a new standard for measuring digital engagement ROI, positioning digital channels as a critical operational focus.
