The Patient Experience of the Future is Personalized: Using Technology to Scale an N of 1 Approach

Personalized experiences are more effective at creating sustained behavior change. Digitally enabled personalized outreach can improve patient's experience by providing relevant, meaningful calls to action at a time when labor-intensive human-to-human personalization is challenged by systemic health staffing shortages. Strategic use of digital tools to engage patients and supplement human-to-human care scale personalization to the benefit of patient and provider experience. Specifically, digital personalization can support: Identification of patients eligible for a procedure, service, or outreachEngaging patients with a personalized call to actionAugmenting care through the use of digital tools, andMonitoring patient progress over time to ensure continued support.The technology to support a more personalized patient experience includes infrastructure to consolidate rich data, an intelligence capability to identify candidates for each call to action, and an engagement layer that presents patients with personalized output. Steps to develop and execute a personalization strategy are provided.