Digital healthcare platforms for engaging chronic patients. The case of ASL Caserta’s Chronic Plus Platform

Managing chronic patients represents a complex challenge for advanced economies, where fragmented healthcare systems impede patient engagement, drive up costs, and lower compliance rates. This study examines how digital health platforms influence the engagement of chronic patients across different stages of the care process, presenting itself as a potential solution to the issue of lacking a continuous, patient-centered care pathway. Using a case study approach, we investigate the CHS Chronic Plus Platform, a digital healthcare solution implemented by the ASL Caserta, recognized as one of Italy’s most innovative platforms for chronic disease management. Data derived from 20 in-depth interviews with healthcare managers and professionals of the ASL Caserta were analyzed through thematic analysis. The findings reveal that the platform functions as a vital service touchpoint within healthcare operations, as its specific features enhance patient engagement across behavioral, emotional, and cognitive dimensions at every stage of the care pathway. This improvement leads to better healthcare access, greater adherence to treatment plans, and higher patient satisfaction. These results pave the way for the broader adoption of digital platforms in the healthcare sector while providing a strong foundation for future studies on this topic, fostering greater interdisciplinarity between services marketing and health management in the digital domain.