Decision Time The fine line between customization and finding commonalities in product development
Nov 6, 2023
Ben Kaplan, a leader in digital solutions at the Hospital for Special Surgery, discusses enhancing patient engagement through technology. He details the My Care Guide app, which streamlines surgical workflows. Kaplan addresses the delicate balance between customization for surgeons and standardization across services. He shares insights on clinical alignment, stakeholder collaboration, and his strategic focus on improving operational efficiency and AI applications for the future. Tune in for a deep dive into how tech transforms the surgical experience!
AI Snips
Chapters
Transcript
Episode notes
Digital Experience As Clinical Continuation
- Hospital for Special Surgery treats digital experience as an extension of clinical outcomes and aims to match patient digital experience to in-person care quality.
- Ben Kaplan frames the product as a 'one-stop shop' for patient education, appointments, and engagement across platforms.
My Care Guide: The Surgical Journey App
- Kaplan describes My Care Guide as a pre-op and post-op engagement app that schedules reminders and education leading up to surgery.
- The app also supports post-op recovery, rehab guidance, and ongoing engagement for future care needs.
Start Focused, Then Personalize
- The initial MVP launched with 13 surgeons and focused on specific procedures like rotator cuff and knee replacement to iterate quickly.
- Kaplan highlights that personalization at procedure and surgeon level drives both complexity and value in the product.