In the early days of smartphones, there was real optimism that mobile technology could transform healthcare. We imagined a future where patients could manage their care seamlessly, communicate easily, and access what matters most at their fingertips. Yet today, most health system apps offer little beyond static mobile app containers that simply direct you to their websites — and that’s exactly why they haven’t delivered what patients truly need.
The core problem is simple: patients don’t need another app that showcases services or offers general information they could already find online. They need help navigating a fragmented, complex, and often overwhelming healthcare system.
Creating an app that mirrors a website is a step in the right direction, but it does little to make a patient’s everyday tasks easier. The patient portal alone isn’t the solution either — it will never drive ease of use or deliver meaningful personalization. But patients don’t think in terms of “portals” or “service lines”. They want a single, intuitive experience that understands them and reduces friction everywhere: scheduling, billing, telehealth, follow-up instructions, and beyond.
Patients place great trust in their healthcare provider. A health system mobile experience should build on this trust by knowing who a patient is and what they need next: surfacing an urgent care option when their child is sick, reminding them to schedule follow-up visits, or helping them reschedule an appointment with a single tap. Fewer clicks make it easier for patients to start using basic services and grow engagement naturally over time.
The solution is to leverage a platform that surfaces relevant, timely actions directly to patients — combining the best of the patient portal with every other element in a care journey. Let consumers sign up quickly on this platform as a guest or “basic user” and personalize their experience over time as they engage more deeply. The real power is in knowing what matters most to them now and delivering it proactively.
Other industries recognized this long ago. Amazon didn’t simply digitize a catalog; it reimagined the experience by bringing product search, inventory visibility, personalized recommendations, and checkout into one seamless journey. This shift wasn’t about technology alone; it was about understanding what customers valued most: saving time, reducing hassle, and making decisions confidently.
Healthcare must adopt the same mindset. Instead of asking “How can we move what we already have onto mobile?”, health systems should ask “What do our patients struggle with most, and how can we make those moments easier?”. Often, it’s the basics that matter: booking urgent appointments quickly, receiving timely reminders, checking in without paper forms, or understanding the next steps after a visit.
True transformation doesn’t have to start by tackling every service at once. Health systems can begin by focusing on high-friction areas where patients already want digital support on mobile: for example, urgent care visits, virtual consultations, and prescription management. When the experience is clearly better, adoption comes naturally.
From there, the approach should be iterative and scalable: reuse the design patterns and technology that works, rather than reinventing the wheel for every service line. Over time, this creates a consistent, patient-centered experience across different care settings, avoids costly bespoke builds, and drives measurable impact. This keeps the experience patient-centered (not health system-centered) and scalable over time.
When patients have tools that help them navigate their care seamlessly, engagement increases. Not because they’re told to use an app, but because it’s truly easier.
A health system app should be more than a mobile replica of what already exists. It should reduce friction, anticipate needs, and connect every part of the patient journey. Because when healthcare becomes easier to navigate, everyone wins.
