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Opening the Digital Front Door: Redesigning Patient Access
This podcast episode examines the "digital front door" in healthcare, critiquing the gap between marketing promises and the actual patient experience. While many institutions deploy flashy apps and chatbots, these tools often fail to solve the core problem of reliable access to care. The text identifies common failures, such as incomplete online scheduling and high-friction portals that prioritize metrics over genuine utility. To create a truly effective system, the author argues that organizations must focus on logistical improvements, timely communication, and staffing support rather than…
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