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Diese Schnittstelle und die Kontaktkan\u00e4le f\u00fcr Patient*innen sind meist unabh\u00e4ngig voneinander organisiert sowie auf Daten- bzw. Systemebene nicht verbunden\u00a0\u2013 sie unterliegen h\u00e4ufig einem Multi-Kanal-Ansatz. Die Transformation hin zu einem Omni-Kanal-Ansatz kann diese Komplexit\u00e4ten und Aufw\u00e4nde reduzieren. Die hier vorgestellte Studie zeigt die Gestaltung eines Omni-Kanal-Ansatzes im Gesundheitswesen und bietet Implikationen sowie klare Lessons Learned f\u00fcr die Umsetzung eines solchen Konzeptes insbesondere f\u00fcr IT-Entscheider*innen. 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