The digital healthcare industry continues to experience a digital disruption that has redefined the way patients and healthcare providers receive and offer care. We all had witnessed what transpired during the COVID-19 pandemic, and how it triggered a realignment of consumer expectations, patient needs, experiences, and changing value sentiments. In the digital healthcare industry, the consumer outlook on telehealth and virtual care slightly improved: telehealth utilization, according to an article by McKinsey, has stabilized 38 times higher than before the pandemic.
Increased investment in digital health is key to address the needs of patients who have embraced the benefits of virtual care. In the PwC Global Top Health Industry Issues 2021 report, a survey stated that 91% of respondents who have used video virtual care were willing to do it again.
Adopting and utilizing new technologies always brings new challenges to the table. With the healthcare landscape continuing to dive into the digital waters, data security has become a primary concern across healthcare spaces. The Health Insurance Portability and Accountability Act (HIPAA) continues to set the standards for data protection among patients, requiring providers to ensure that patient information is always secure, accessible only by authorized personnel, and used only for authorized purposes. Yet, the challenge remains: how to build patient trust in an industry wherein digital transformation is taking the wheel to steer towards better patient care and digital healthcare services.
As the healthcare industry slowly embraces operating in a data-driven environment, trust is a clear factor in establishing and maintaining the patient-provider relationship. On this note, most healthcare providers are facing barriers in establishing it: consumer trust in the healthcare industry isn’t exactly making headlines, with the Edelman Trust Barometer survey reporting that only 43% of consumers – down from 47% in 2020 – trust their health insurance companies. Furthermore, only 17% of the survey’s respondents trust retailers with their personal healthcare information.
Data-Fluent Healthcare with a Heart… and Most of All, Secure
Data fluency and having the ability to harness the stream of real-time data is crucial for healthcare providers and companies that want to accelerate their digital transformation efforts. Processes must be patient-centric, with workflows that leverage the power of technology and tools.
Yet, at the end of the day, providing an optimal patient experience requires a culture that has service, care, and trust at its core.
At Teleperformance, we continue to put the “care” in “healthcare,” helping digital healthcare providers and their patients get help and services when – and where – they need it the most. Our high-tech, high-touch approach balances healthcare support with human understanding and empathy to provide the right level of patient support at the right time.
As a global leader of digitally integrated business services, we leverage technology to anticipate patient needs and behavior to deliver better virtual care experiences. Being at the forefront of innovation allows us to implement advanced analytics, harness the power of data, and utilize AI across our processes. We recognize the value of data analytics to elevate patient care and experience, which, in turn – delights patients, and lets our clients gain consumer trust. Throughout it all, our award-winning security practices are compliant with international data privacy regulations to safeguard trust in an increasingly digital world.