Docent Health started out as a concept within the healthcare incubator, Cien Ventures, when they recognized an opportunity in the healthcare space to help hospitals address the increasing importance of the patient’s experience. While researching emerging Healthcare trends and interviewing C-Suite executives at top hospital chains around the country, Docent began hearing different hospital executives all note a similar problem. While they were once able to distinguish their institutions and attract new patients based on superior health outcomes, the differentiation between providers based on outcomes alone was diminishing and the patient’s experience with a particular institution was emerging as the main driver in a patient’s decision on where to undergo treatment.
As a result, executives were struggling to identify the primary factors that contributed to positive patient experiences. Discerning these factors would help them build programs focused around these enhancements. While researching this topic, Docent identified a hospital that was ahead of the curve, having already introduced an ambassador program solely focused on tracking, measuring and improving the customer experience within their institution. Through a partnership with the hospital, Docent looked to spend time learning how the ambassador program operated in order to expand a similar model to other institutions. Docent understood from the beginning that a key to their success would be finding the right places to introduce technology into the program in order for it to scale.
Docent founders, Hugh Ma and Royal Tuthill, recognized that they had the industry and business experience to build out the services side of the business, but required assistance in figuring out how, where, and when technology could be introduced to support it. Having had past experiences working with MojoTech while part of a fortune-50 healthcare provider, Hugh and Royal turned to the MojoTech team they knew they could trust for help.