Implementing a Digital Health Navigator: Strategies and Experience in the Hospital Setting to Alleviate Digital Equity

Abstract

Background: Implementing telemedicine and digital health technologies in healthcare has increased, but patients still need help adopting and utilizing these technologies. To address this, a Digital Health Navigator (DHN) program was implemented to evaluate the benefits of improving patients’ adoption. Objectives: To alleviate digital equity within hospitals, we introduced a holistic DHN program to promote using digital tools among hospitalized patients. The DHN program was designed to improve and expand patient adoption of digital portals and to engage in healthcare. In addition, our program was designed to develop a patient-facing portal education for hospitalized patients, which can be expanded to other hospitals. Methods: Over 30 days, the DHN program conducted patient visits in two hospitals on portal usage, collecting data, and adapting protocols based on patient feedback. Results: Feedback from patients indicated that 98% of patients found the education and the DHN helpful, and 92% recommended the University of Pittsburgh Medical Center Central Pennsylvania portal for accessing their healthcare information. The DHN program proved beneficial in promoting portal usage and addressing technological barriers experienced by patients. Discussion: We successfully implemented a DHN program for hospitalized patients across two hospitals. Patients reported a positive perception and satisfaction with DHN visits. Notably, our model overcomes challenges related to limited internet access and mitigates technology-related anxiety during hospital stays. The DHN program proved beneficial in promoting hospital portal usage and addressing technological barriers experienced by patients. Implementation and sustained adoption of digital technologies across a large health-care organization can be achieved through a well-coordinated, team-based, and systematic approach with a DHN. Here, we present strategies and recommendations to implement such a program.