Transcript
Welcome & Today’s Objective
Josh: Good afternoon, everyone, and thank you for joining us today. As a quick note, I just want to let everyone know this webinar is being recorded so we can share it afterward. Today’s conversation is really about one thing: helping healthcare organizations prepare for the updated HHS Section 504 rule and upcoming compliance deadlines. And I want to frame this early that this question is no longer whether accessibility to healthcare organizations applies to healthcare organizations. That answer is already here. So with that being said, I’d love to be able to kind of go to that real question. Can organizations demonstrate the progress and show accessibility being demonstrated before this deadline arrives? So this is what the session’s about. It’s not fear-based, not theoretical. It’s what we want to help you understand what’s to come.
Next slide.
The Current State of Healthcare Accessibility
So with this, let’s get started on the reality check. Most healthcare organizations already have accessibility gaps, and honestly, that part is expected. The bigger issue is when accessibility gaps are not being documented, not being prioritized, and not being actively managed. And now these gaps exist inside and a very real regulatory timelines for those with organizations with 15 or more employees. That’s going to be at May 11th, 2026. And with fewer than 50 employees, that’s May 10th. So the clock is moving, and we have to act. Next slide.
Meet the Speakers
So now we’re going to introduce ourselves. I want to share a little bit about myself. I’m Josh Basille, the community relations manager at Cassie. I’m a trial attorney, disability advocate, and a quadriplegic who’s paralyzed below his shoulders. I was incredibly honored last year to be on the inaugural Forbes Accessibility 100 list, and about 3 weeks ago, my second son was born, and now I’m a dad again, and I love that more than anything, and I feel very grateful. I want to throw it over now to Cassie if I share a little bit about her awesomeness.
Cassie: Thank you, and congratulations on the newborn in your house. I’m sure you’re getting lots of sleep, and your house is very exciting right now, but it’s busy days. Yes, busy days. My name is Cassie Price. I’m the president of BGM Forbin. We’re located here in Waterl, Iowa.
And, a little bit about myself, I’ve been involved in digital marketing for the last 20 years. basically my entire career I work in web development and what we do at Forbin is we provide web development, enterprise development and digital marketing services as well as managed IT so everything technology essentially solutions for mainly health care businesses and financial institutions. We’ve got a very large client load. But we’ve been amazed at the partnership that we have with accessibility, or with Accessibe, and just really what we’ve been able to do in this specific space, and really serving all of our hundreds of customers that have financial sites and healthcare sites, while maintaining compliance with accessibility. And so very excited to join Josh today in presenting all this information to you guys.
Josh: Thank you, Cassie. This is going to be a great conversation today.
And for anybody who has questions, please throw them in the chat because at the very end, we’re going to have a Q&A. And we really were here to teach you about this, not to scare you about it, but to really have an honest conversation about what we do next as a community that cares about accessibility. So, next slide. All right. Before we move. And let me see. Yeah. So, yeah, Cassie. Yeah.
Understanding the New HHS Section 504 Requirements
Cassie: As we dive into this, Josh, we want to make sure that everybody’s aware of what the priority is today that we’re going to be discussing. Really specifically on the healthcare side, if you’re receiving Medicare or Medicaid or any of this funding, this has really already been a live issue. This has already really been something we’ve been working on for a number of years, but recent legislation has made it that much more urgent. Reimbursements, you know, any reimbursements really qualify for federal financial assistance. And so these areas that need to be covered, quite a few of the providers that we talked to think that this just includes their websites, that really it doesn’t include all of these different areas, but honestly, it includes your entire digital experience. And so, as you’re looking at moving from your marketing website or your catalog website over to a patient portal, or into any of your scheduling tools or billing tools, that’s all something that needs to be covered by web accessibility.
And then one area that lots of people miss out on, and I see it every day as we’re consulting with different healthcare providers, is the documentation on PDFs. And so that’s where a lot of providers we’re seeing are getting caught up on PDFs not being compliant with web accessibility. And really, that opens you up not just to non-compliance with legislation, but then really all of these new scanning tools out there using AI that are going to send a complaint letter your way from these plaintiffs, and you’ll be involved in a lawsuit. So, it is a very serious matter that we need to work through with urgency. Thank you, Cassie. And before we move further, let’s do a quick reality check poll. And I want everyone to answer this honestly. If someone like asked your organization tomorrow, can you show us your accessibility efforts in progress, and can you actually demonstrate it?
So now what you do, what you plan to do, it’s really not what you plan to do. It’s not what vendors told you, and it’s not what’s on your road map. What could you actually show today? And because this conversation is shifting from intention to proof, let’s go ahead and submit your answers. All right. So, right now, 46% say we have a documented accessibility process. That’s awesome. 43% we’ve started, but progress is inconsistent. So, there’s always more work to be done. Accessibility is a journey. And for those 11% that we don’t know where to start, you’re not alone in that. And we’re here to help today to make it so that you get answers and you have a team to back you up, a trusted team. So let’s go to the next slide.
Throw it over to Cassie.
Cassie: Yeah. So this is something very interesting. And so it was very intriguing to see from the previous poll that that was really a 50/50 split for the most part between people who really feel like they’ve got a great grasp on their documentation versus people who have maybe a more inconsistent experience so far. We actually ran through it just to really bring this into a very real scenario. Accessible Forbin also presented similar information at Medtrade. I don’t know how many of you on the call went to Medtrade this year in Phoenix, but we actually put all Medtrade provider attendees into our scanning tool and went through just to see how many have accessibility failures right now. And really, the data was eye-opening, and it was very eye-opening for us to be able to talk through these stats with everybody who attended our session at Med Trade.
What this revealed was that as many as five out of six HME websites right now are failing on the accessibility front. And then, really, largely, there’s a huge piece of that failure that falls on full keyboard navigation. And so Josh actually jumped in on the presentation with us, and he was actually able to show how some of these sites didn’t allow Josh, with his abilities and his technology, to be able to navigate to different sites, navigate through dropdowns, and really navigate through everything. And honestly, that’s what we see in so many of these complaint letters that are leading to lawsuits that have come across some of these HME providers’ desks over the last year: specifically this area. This area is very tough for you to experience unless you’re really looking for it and really understanding, with full keyboard navigation, that you can’t get to a great portion of your site.
And those are identified quickly with those AI scanning tools, and that’s why we’re seeing lawsuits happen en masse just due to that oversight. And then, of course, on images, that’s another huge miss: quite a few of your web developers will work through all of your H1S and H2S; they’ll work through alt text for any of their links. But a big piece that is being missed right now in these descriptive items is descriptive alt text for images. This is another area that really is such an easy fix. The unfortunate part is that if you went through and were partnering with people like Excessive, you’d be able to identify that so easily and be able to easily fix it and avoid a very costly lawsuit and avoid being outside of compliance. And so that was just a huge discovery I think for all of our all of our attendees at Medrade to to make and then go through and and take this very seriously.
Again, thank you so much for sharing that. And it’s just so important to be able to do this right and to make sure that people can access all parts of your website from beginning to end to have that good user experience. And if one piece is missing, it can be where somebody hits a wall, and they can’t move forward within their healthcare journey. And that’s no healthcare company or website that wants that to happen as they invite visitors to their website. So, like, I know we’re talking about statistics in the next slide, and we’re going to provide a demo of that real human experience. And for me, I use a ton of assistive technology depending on whether I’m at my computer at my desk or I’m in bed.
I might have a quad stick in front of me or voice dictation software or I always have my own online keyboard on screen keyboard which allows me to jump from the page and basically every click really matters for me because my neck can tire out and other things for my journey and that’s just me and there there’s so many other unique abilities and disabilities as people are navigating this world and within the healthare system when accessibility breaks it can and you’re not able to fill out a form or you’re not able to do a scheduling system because it only works with a mouse or there’s a payment portal that’s impossible to navigate or for those with screen readers are not able to understand the buttons or actions on the page. So, here’s a little demo for us to see this in action.
So I it comes down to the user experience and accessing a website and showing that when accessibility is not present, it’s I get I get stuck on pages or I I can’t navigate the site like I would if if accessibility was built in. then comes in access widget to save the day. So when I start on a website, I always start tabbing. So when I come onto a website, I always start tabbing. Next thing I know, I’m going through the drop-down menu, and I see a drop-down that I get excited about, and all of a sudden, if it’s inaccessible, I skip through it, and I don’t get to experience what that drop-down had to offer, and I keep going through. I end up trying some of my other shortcuts, like headers.
Nothing’s working. Graphics. Nothing’s working on the site for me to be able to navigate it with my keyboard. One of the things I love most about the accessory and access widget is that it comes in to save the day. There are all these amazing ready-to-choose profiles, and we can kind of go through talking about seizure-safe, vision-impaired, ADHD, cognitive, and keyboard is the one that makes the biggest changes for me for keyboard navigation. That’s great. I’m actually able to see the drop-down and do a search, type in things. This is great. So, that’s good. Love being able to go from graphic to graphic. We’ll jump back up to the header. So, everybody experiences websites in a different way, and everybody not only wants accessibility, but they also want usability.
And one of the cool things about the access widget as well is not just with the profiles, but there are so many other customizations that you can make to create that usability experience that a visitor is looking for. Next slide. So, you know, after being able to see that, the real question becomes: how do organizations move from being reactive to defensible? And this is the framework we recommend. audit, prioritize, verify, document, not random fixes, not standard remediation, not checking boxes. Defensibility comes from systems and consistency. And now we’re going to break each of these down. Next slide. I’ll send this over to Cassie.
Cassie: Yeah. And so, really, what our partnership with Accessibe helps us do is use that auditing tool that we can go through and audit, but what we also want to do is do our own audit.
We want to make sure that we understand accessibility standards to the latest degree. Make sure that we understand exactly what those different items were that were brought up in the audit. They could be alt tag related again. They could be image-related. They could be labels for form fields, or really the screen reader not operating as expected. And so we want to go through and create an entire list. We want to understand the entire digital landscape again. So that entire journey from website to patient portal to intake to any of those items, we want to make sure that that entire experience we’ve audited every single piece of it and identified all of those areas that we need to improve upon. Absolutely. And next slide. One of the things I really want to emphasize here is that not everything needs to be fixed immediately, and organizations hear accessibility requirements and instantly feel overwhelmed.
This happens way too often. But the reality is you start with the highest-impact barriers first. So like focusing on service blockers, critical patient workflows, intake portals, scheduling, billing and key forms. So those are the high-impact areas, and progress matters more than kind of perfection, and that’s how this has kind of been interpreted, and prioritization kind of should always connect back to kind of the patient impact, operational exposure, and the legal risk. Casser, I’d love to ask you when organizations first begin this process, where do they usually advise? Where do you usually advise them to focus first so they don’t get overwhelmed? I still would focus on really creating a plan. And so that’s the biggest piece: creating a plan for continual improvement.
That kind of comes into the document side as well. But what we do is we create a plan ourselves when we’re going in and remediating for a client after the audit. We create the next steps as far as we are going to do all text updates, all image updates, and really create a priority list, because that’s really if you are brought into a lawsuit or a situation like that, you’re going to be asked, well, what is your documentation for your planned improvement for accessibility? And so that is a big piece of it: just really actually choosing a plan and making steps forward on that. Really focusing on progress over perfection, I would say. Well said. We’ll throw it over to you for the verification section. Yeah. Yeah. On the verification piece, I wouldn’t just rely on what the audit states.
But you do need to actually go through and understand how to test your site yourself, how to test with a screen reader, and how to test to understand that all of the content is appearing as it should. And then I also would recommend that you really do need to understand that your partner knows what accessibility is and takes it as seriously as you do. From our standpoint, we serve two of the most highly regulated and highly compliant industries. That’s a big point for every single person on our staff to really understand what web accessibility is, along with other standards like data privacy. and be on the watch for these all the time, and continually educate our customers. I’ve seen far too often where either the provider has built their solution in-house, and they really don’t have the latest information on accessibility standards, or the latest knowledge on how to even make those updates.
Either that or they’re using a local provider that really doesn’t work in the health care space and doesn’t have these same pressures for compliance. and so they are really depending on the provider to be the expert in this space. And I think I would highly recommend that you investigate choosing a web provider that already specializes in this space and can really support you this way and bring issues to you. So important, Cassie. And to be honest, the most important slide for me in this webinar is the next one with the document. As a lawyer, I’ll say this kind of very directly. If it isn’t documented, it doesn’t exist. If you can’t prove it with something tangible, then you’re stuck in a place where you don’t have that supportive documentation to prove what you’re doing.
So, kind of regular regulators kind of evaluate the records, the timeline, remediation logs, ownership, prioritization, and proof of effort over time. So, an organization often underestimates how important documentation becomes during scrutiny, but defensibility is built before the deadline and not at the deadline. So you need the audit trails, you need remediation, tracking timelines, and evidence showing that ongoing progress. So it’s just it’s essential to kind of have that paper trail. Next slide. So yeah, so we have our next poll. Oh, sorry, Josh. Oh yeah. So we have our next poll that we really want to understand from everybody who is watching this today. Where are you stuck on your accessibility efforts? Really, are you, as the business owner, business leader, or in-house marketing team, aware of all of these standards? Are you prioritizing this?
Are you completely relying on your vendor to prioritize this? As far as the documentation goes, really trying to get an idea of where people get stuck. All right. Wow, we’re really spread across the board there. Pretty evenly, as far as I haven’t really audited yet. That’s all right. We’ve got really great tools that can do that. haven’t prioritized. I completely understand that most of us are extremely busy with a lot of major, vital priorities in the business. So that makes a lot of sense. Relying on vendors also makes a lot of sense, especially if your expertise doesn’t lie in web development. And then, really, we don’t document. So yeah, really spread across the board. And one of the biggest mindset shifts organizations need to make is that compliance is not binary.
This is neither compliant nor non-compliant. The better question is, can you demonstrate efforts of governance, prioritization, and progress over time? So defensible beats perfect every single time. And next slide. So, this kind of slide helps us visualize what defensibility actually looks like. Defensible organizations usually have ownership timelines, audit trails, prioritization systems, and documented remediation work. So, like, the non-defensible organizations often have no ownership, no road map, no documentation, and no visibility into risk. And the inability to demonstrate action kind of creates that exposure. Next slide. Yeah. So, I’ll jump in here on this one. So, where do we start from here? And we really broke this up because we knew we would have all kinds of different audiences that would be joining us today. And so, breaking down providers to vendors to agencies.
On the provider’s side, mapping systems, to me, really mean you are mapping out your entire patient journey on your digital systems. And so understanding everywhere that could be audited, everywhere that could be at risk of falling outside of compliance. And then, really working through, we had talked about that prioritization need, prioritizing what is the highest risk out there. And then really asking for that documentation from your vendors. That’s really going to help you stay in compliance as well. So you’ve got to have that. We provide that very regularly as well. So you’ve got to have that on the ready. Again, when these types of complaint letters- and Josh, having his legal background, can understand- have a really tight deadline, creating documentation at that point can be extremely stressful and really is too late at that point.
So, you’re really up against the clock. You’d rather be very prepared on the vendor side. going through and completing those audits of those of of what what you’re providing really preparing to understand what those standards are aligning with your requirements there and then on the agency side I think really for us we’ve got our statement of work really defined very clearly on what accessibility we will be providing and at what point that falls out of compliance and what’s our process to keep our sites compliant. And then making sure that everything that we’re putting out the door, we are building to the latest accessibility standards. And then we also are running through a very regular audit of all of our customers’ sites that we have out there and really encouraging our customers to become very knowledgeable on this front as well.
Again, these lawsuits- and I don’t mean to hammer on this- but we’ve seen 10 times as many lawsuits hitting different businesses, especially small- to medium-sized businesses across the country over the last year. And we’ve seen a lot of businesses react too quickly, settle too quickly before they’ve really been able to prove what is accurate in that complaint letter and what actually is false. I do want to make sure that I try to provide that plea out to any of the providers out there that you don’t react too quickly to a settlement and don’t jump in because we’ve seen unfortunate cases where providers have then committed to well above and beyond what accessibility requirements they actually have to adhere to. and settle when there are quite a few items outlined in the complaint letter that actually aren’t out of compliance at all.
So I just wanted to sneak that in there, Josh. I know, from the legal standpoint, trying to help people not just jump in and settle in those cases. Absolutely. And where to start? Like right here, it’s like wherever you’re at within your accessibility journey, there’s always more that can be done, or if you’re just at the beginning, it’s what you do next. So, and you again, you don’t have to do it alone. Both for and excessive and especially excessive, we have kind of that full suite of services to support you and to kind of teach you what your options are, and then it’s up to you to choose what you do next. So yeah, but where to start? You always have to be doing something. Just making progress, progress, progress, progress. And if there’s a next slide, and kind of if there’s one thing that I would hope people kind of leave today with, it’s that you don’t need to fix everything immediately or all at once.
You need to kind of show that progress. So again, this means that it’s the prioritization, documentation, accountability, and consistency over time. And Cassie, I would love to get your perspective here. what is kind of the biggest mindset shift out the organizations kind of need to to make right now? I think they need to, you know, I guess the mindset shift for me outside of compliance, outside of being brought into a lawsuit, is just really trying to make sure that you’re doing everything to serve your audience to the fullest. That you’re not limiting access to the valuable services that you provide. but you’re being a great human and you’re making sure that you’re keeping your site up to standards, not just for the not just for the compliance piece, but so that great customers like Josh are able to navigate your site, navigate your entire digital experience without frustration.
I think that a big mindset shift is that you want to do this because you want to be a great service provider, and that really starts with making sure that everything that you’re offering is actually accessible to everybody who is trying to navigate your site, trying to navigate doing business with you. No, no business owner wakes up saying We want to block people with disabilities from being a part of our journey. No, no, it doesn’t. It’s just you don’t know what you don’t know. And today, the fact that you’re here today learning about this and what your options are moving forward means you’re part of kind of that successful model of being able to then do something next and to have to get out of that being stuck of kind of what- where do I have to go from here?
So, just first recognizing that there are a lot of abilities out there. They use a lot of different assistive technologies, and they’re getting stuck and blocked on so many different websites, and when they come to yours, we don’t want that to happen. We want them to have a good experience, and then what a lot of businesses don’t realize is that the disability community is the most loyal community. they come back again and again as consistent customers because when they do have a good experience they they enjoy that they come back they recommend it to others so it’s you want that for your customers I know you do so next slide and from a partnership standpoint we’ve love love loved working with Forbin and and just we’re so lucky to be able to team up with you and talk about this and educate the world and we’re so grateful for you Cassie and all your entire team at for and so just thank you thank you thank you so much Josh I know if there’s any agencies that are on here too I would highly recommend this partnership with Accessibbe we have not seen any any other partnership to this depth where if if we have any type of questions if we have any type of concerns if we have a a business owner that suddenly comes to us and needs help and needs help now because they they have received one of these letters, they they suddenly need to get up to speed very quickly.
Accessib I like to say jumps right into the fire with us. We have a huge passion for holding the hand of the business owner or the business leader who really needs our help. And we don’t always see that from our vendors that we partner with. But Accessibe is not like that. Accessibe is supporting our client right alongside us. I’ve been with Accessibility with Access now for over 5 years and it’s it’s it’s been an incredible journey of being able to support so many people along their accessibility journey. So, I welcome you to take a picture of this QR code, and we’re here to help. Next slide. So, Exie truly is here to help and be that trusted partner wherever you’re at within your journey. And we’re here to kind of provide and have a full suite of services through our AI-powered supports and solutions, audits, VPATs, remediation, guidance, developer tools, and so many things for monitoring and kind of that documentation that you need to be able to have those important elements to support your accessibility journey.
So again, I know I’ve said this throughout the day, so much of defensibility depends on kind of that progress, that priorit prioritization and documentation. So don’t be afraid to keep at it. You don’t need to be perfect, but you’ve got to do something. Yeah, absolutely. And again a reminder for this QR code that leads to just if you are interested in us supporting you, consulting you really this starts with a conversation. Starts with us digesting what your site looks like today, where you are on that web accessibility journey, and whether your staff wants to have their own training or learn more about this, so that you guys can be very prepared with your documentation. any of those needs, we’re happy to jump on a call and really make sure that we’re customizing exactly what that need is for you.
That’s awesome. And now we’re in the question-and-answer stage. we did get in the chat, should all keyboards have those shortcuts automatically? You saw me clicking on the keyboard? Whether somebody’s able to do it with their fingers or use an on-screen keyboard, you definitely want to be able to have the ability for somebody to jump around the page to move around. It makes it so much easier. It makes every click matter. And if those buttons are not there, especially for someone who has a mobility disability or who may be blind or low-vision, it can be a game changer for not being able to access a particular area that they need. And when you click on it, let’s say you do have bl, you’re blind or low vision, and you click on that, you’re now thinking that doesn’t even exist when it absolutely does exist.
It was just not labeled properly for accessibility purposes. And I’d love to ask you, Cassie, another question that I see. How should healthcare organizations evaluate third-party tools and vendors under the updated Section 504 requirements? How should they evaluate vendor tools? I think with any of our vendors that we work with and that I recommend for anybody, making sure I understand the question clearly. When you’re going through and evaluating these vendors, I do like to always keep security very, very high on my list, and so I do always put all of our vendors through a security assessment questionnaire just to make absolutely sure that they have the same security standards that we do. And then I would definitely take a look at the multiple vendors out there. Really, what are your highest needs and priorities in a partnership, whether that be that you want them to be having a service that regularly audits and remediates for you on your site, or if you don’t need that level of support?
Really identifying from the beginning what it is that you need based on what your team’s capable of doing on your side versus what you’re going to need your vendor to provide or be able to access within your digital landscape. So not sure if that was super clear. Thank you, Cassie. Another question that we have are are you seeing more compliance enforcement or lawsuits and I would say absolutely and unfortunately there’s a lot of as a trial attorney I’m not the biggest fan of kind of the driveby attorneys that will bring like 50 lawsuits at one time with the same plaintiff and they just and they’re just kind of doing the whole purpose of doing a shakeddown and unfortunately that happens way too often And I I would always rather have somebody with a disability go to an organization be like, “These are the experiences I’m having.
Could you please make it better and help us have a better experience?” and then if that organization does nothing, doesn’t even reply, then the legal system’s there to help make sure we do better. But there are thousands of lawsuits that are happening, and it’s so important to be able to kind of protect not only you as a business, but also to best serve your customers. Cassie, I don’t know if I saw Cassie a little frozen. I think she’s back. I’m going to go to another question that I saw while Cassie comes back. How does this work on social media? So, with social media, whenever you’re posting to educate your community or to be able to invite them in, it’s so important to be able to have alt text. Most social media platforms have an accessibility area where you can describe what that picture is, what that image is, so that somebody with a screen reader can know what’s being seen by everybody else.
And it’s so important, with whatever language you use for that and within your description areas and the links, to have it be really plain, simple language so everybody can absorb it and know what they’re trying to learn and what to do next. That is key on social media u with the best practices. And Cassie, I got another question for you. What’s the last I’m sorry I got dropped off for a second but I’m back. It’s all good. Glad to have you back. Casser, what’s the last thing you want people to take away from today’s conversation? I guess I would say to get that third-party review. We like to say quite often that you shouldn’t check your own work. You should definitely be getting a third-party review or a secondary audit.
Just making sure that you have dotted every ” i ” and crossed every ” t “. I definitely think you don’t know what you don’t know, and you might be really relying heavily upon, again, a local provider or your own internal team that has its own specific understanding of web accessibility. So it’s always great to not check your own work if that makes sense. We did get another question in the chat from the California Trim Clinic. So, I have a question. We’re trying to make sure our accessibility is at a minimum of 90%. But with the website changes we make, we’ve dropped to 71%. The biggest worry is that we don’t want to get sued. What can we do to prevent this? Just documentation. And then PS also ran the website through the forbidden audit tool.
It says that we’re compliant. So what can we do about these efforts? Yeah, I would go through and check. I would say that, you know, I guess, make sure that the individuals who are updating the site, making changes to the website, understand all of the web accessibility requirements as well, and that they understand when they’re adding a page, editing a page, all the different areas that they need to make sure to update. And then, like we had said earlier in the presentation, I’ve seen some complaint letters go through that largely have false statements in that lawsuit. So, you might not be able to prevent someone from trying to bring your clinic into a lawsuit. But just to make sure again that you have a partner.
The partnership we have with Accessibe- I can explain a little bit further- is that when business owners have received something like this, we go back to Accessibe first and allow them; they have a tier of one of their services that is litigation support, where they’ll go through and actually audit that complaint letter and make sure it is truly accurate. And so often these are standards that are not falling out of compliance, and we’re able to bring that back to provide proof that the site was actually compliant. And so there is some of that happening. So I would warn against acting too quickly again with the fear that you’ve got to quickly settle or have any pressure like that because it might be false information. But I also would make sure that anybody who is touching your site, anybody who is making updates, does, at some level, either understand the compliance or has a secondary reviewer who checks all that information before they launch a new page or launch a new update.
And one of my favorite tools that Accessibe has brought in the past few years is called Access Flow. And it’s made for developers. So as they’re doing the manual coding themselves, it kind of prioritizes the accessibility barriers and provides fixes for them, and then they can put them in themselves, which is fantastic. So your developer, it’s great if they’re an expert, but if they’re not, having access flow takes it to the next level so that they kind of become that expert or know where the accessibility barriers are. And the last thing I kind of want to end on is kind of a question that I got: what parts of the patient journey create the highest accessibility risks for healthcare organizations today? And I think the simplest way to answer that is to think about what you want your customers to experience.
What do they need to know? What do they need to be able to do to not only get from the start to the finish line? And if there was an area that was essential, like making sure that area is done right so that they’re not blocked, and they’re not in a position where they’re stuck. So think of it that way, and it could be the intake forms, patient portal, payment area, basically all the areas of your website are probably super important, but it’s just thinking of it that way that is key for determining kind of where those barriers are. I mean, getting testing done, like, user testing, is an incredible way of knowing if those good experiences are going to actually come to you. But, Cassie, thank you so much for being with us today.
And I’m so glad for everybody here staying to the end and being a part of this webinar. You guys are awesome, and I just appreciate everybody. Thank you so much, Josh. Until next time, everyone. Thank you. And we’re here to help.