Digital Member Experience Checklist
This checklist helps health plans assess common engagement breakdowns and identify opportunities to simplify, streamline, and humanize the member experience.
Summary
Patients want care that’s accessible, understandable, and human. While digital solutions such as online scheduling and telehealth appointments can improve access to healthcare, emotional and logistical barriers remain real, especially for vulnerable populations.
Addressing these gaps is not just a service improvement…it’s a trust-building imperative.
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Task
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| ☐ | Do you allow patients to filter provider directories by insurance plan and network status? |
| ☐ | Are you prioritizing appointments based on medical urgency and automatically filling cancellations? |
| ☐ | Have you established clear handoff procedures when providers leave to maintain patient relationships? |
| ☐ | Have you implemented bias training, patient feedback systems, and accountability measures? |
| ☐ | Are you offering virtual consultations for routine care, follow-ups, and minor health concerns? |
