Improving Patient Experience and Access to Care with a Dynamic Mobile Wayfinding Platform

WakeMed Health & Hospitals, a large and growing health system, chose a mobile wayfinding platform to improve access to care and engage with patients at each step of their journey before, during and after care. The app guides patients to their point of care with step-by-step directions and provides access to the right resources to meet their health needs. Patients have access to their WakeMed MyChart patient portal and medical records as well as a robust “Find a Doctor” database. App users can schedule an appointment, reserve their seat in urgent cares, check up-to-date emergency department and urgent care wait times and more. Since the app launch in 2018, WakeMed continues to leverage and evolve features of the app to enhance communications and meet the immediate needs of their patient populations. The real-time digital response of the location-aware mobile platform allows WakeMed to stay agile and act immediately on situational awareness. WakeMed recognizes the intrinsic value of having a direct conduit to patients that provides location-aware alerts, access to telehealth, navigation to off-site testing locations, symptom checkers to triage patients, and more, to manage patient flows and improve access to contactless or in person care.