The healthcare industry is experiencing an impactful shift, prompted by the latest advances in medical science and an exponential increase of digital technologies that support and empower today’s patients. Changing customer behavior and preferences triggered the need for healthcare providers to shake up their views on digital evolution, embracing it to meet the growing needs and expectations of patients.
With the state of healthcare moving towards digital transformation, how can providers gain a competitive advantage in a rapidly accelerating industry? At the end of the day, it’s all about the patient-first experience – where service, care, and compassion are key factors that determine exceptional experiences. Here are a few notes on how to adopt a patient-first mentality in an evolving healthcare industry.
In a digitally evolving industry, build trust by being transparent.
In a previous blog, we discussed how patient trust is critical in providing the right care to patients. Trust – as in any industry – is always priceless, but the need for it becomes even more magnified in the healthcare industry, where lives are at stake every day. The first step to building trust in a digital environment is embracing transparency by providing clear details on patient security.
As the healthcare landscape becomes digitized, there is a great need to strengthen data security to protect the growing amount of Personally Identifiable Information (PII). Electronic Health Records (EHR) in the age of digitalization are now mostly stored in the cloud, allowing systems to become interoperable and be safely shared. Yet, patients must always be aware of the challenges and security risks this may pose. Providers and healthcare companies must be prepared to state clear definitions and give patients answers to the following: how would the data be collected, shared, analyzed, and to what extent? Who controls shared data? Where would personal data be physically stored? Giving clear answers to tough questions creates a trusting environment that would deeply be appreciated by patients.
Focus on the patient experience above all.
Patients require care, attention, and compassion. These three are all “high-touch” components that are mandatory in elevating the patient experience. Now – imagine incorporating the use of digital technologies, and it could result in quality healthcare without bounds.
The healthcare industry continues to be positively impacted by emerging technology. Elevating the patient experience means practicing empathy, and understanding where, when, and how patients choose to receive care and service. Therefore, providers and healthcare companies must embrace digital technologies, tools, or devices that meet the patients where they are, 24/7.
Invest in establishing channels and platforms that create better connections to patients. Open new digital avenues that would allow patients, doctors, insurers, or providers to engage with one another. Empower patients to manage their own well-being and health through tools, health monitors, and other devices. Move towards a future of health where digital transformation inspires all, inviting a patient-first culture where virtual health care acts as a main delivery channel that offers convenience to everyone inside the health ecosystem.
Embrace technology – and ensure staff is equipped with the right tools to deliver the best service to patients.
Gone were the days of having to wait for doctors to travel miles and miles to arrive at the doorstep of a patient requiring care. In today’s healthcare landscape, care can be provided anytime, anywhere. To offer 24/7 care, it is highly imperative to learn all about the tools, trends, and devices that keep the industry moving forward.
Nowadays, Internet of Things (IoT) plays an integral role in healthcare. IoT devices, such as smartwatches, fitness trackers, and monitors have helped healthcare providers and insurers monitor patients’ health. Furthermore, these devices have the ability to produce data that can greatly improve overall health, which may result in reduced healthcare costs. It’s no surprise that the global healthcare IoT market would grow from 72.5 billion USD in 2020 to 188.2 billion USD by 2025, according to a 2019 MarketsandMarkets report.
The use of 5G, telehealth, and concierge telemedicine in healthcare is also redefining the way care is being offered. Cloud-based EHRs are keeping data secure and safe. AI is breaking grounds, currently present in the industry in the form of AI assistants capable of automating processes, identifying risks, expediting documentation, and assisting caregivers in their day-to-day.
Partner with a Global Leader in the Industry
For over four decades, Teleperformance has helped our clients adapt to a constantly changing healthcare industry. Powered by our high-tech, high-touch approach, we leverage AI, advanced analytics, and machine learning, combining them human understanding, empathy, and care to create a patient-first experience.