For federal agencies, like the Department of Veterans Affairs, that have a healthcare mission, shifting toward patient centricity is a top priority. However, in order to embrace a patient-centric approach to the delivery of care, these agencies need to transform their digital health services.
In this episode of the Clickthrough podcast, host, Hillary Fredrick is joined by Jonathan Shapland, who is Senior Director of Technology at Maximus and Cathy Muha, Senior Director of the Customer Experience Accelerator at Maximus, to learn more about digital health services and what these newer, patient-centric solutions can offer to caregivers and providers alike.
The lively and wide-ranging discussion touches on many points of interest but focuses on how a focus on customer experience (CX) helps to overcome barriers to adoption. From transforming complex user interfaces to solving access challenges, there are many points of entry into the conversation and the transformation journey. While the conversation might appear to be technology focused at first, what you’ll quickly learn is that improving service delivery and CX, isn’t just about new interfaces, it’s about enhancing outcomes, increasing trust, and humanizing the digital health journey.
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