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Delivering gratifying patient experiences - Reverberating the digital terrain

The continuous digital revolution and significant rise of Internet usage over the last decade has transformed tradi­tional healthcare models and has empowered patients to engage at their convenience with healthcare institutions through multiple communication channels. Today, patients can browse healthcare products and services on the go (mobile search), resolve issues with self-service (i.e., chatbots), engage with contact center agents (chat/video) collabo­rate with fellow disease specific patients to validate options (social media), negotiate and buy healthcare services (m-commerce/ e-commer­ce), and have services provided directly at their doorsteps.

International Data Corporation (IDC) claims digital transformation (DX) technologies will grow at a rate of $ 2.2 trillion this year worldwide (CAGR of 16.8% in 2019).
Let us see what it means for everyone.

Convergence for efficiencies: The four pillars of technologies, systems of intelligence(SoI), systems of records (SoR), system of things(IoT) and systems of engagement (SoE), will converge to empower end-to-end digital transformation across patient treatment lifecycles, to provide highly personalised patient experiences/care.

Self-service, the new battlefield for patient service: Patients are getting demanding and expect on-the-go service. In response, hospitals/ care providers are investing rapidly in self-serve solutions with innovative automation capabilities which provide unified healthcare service and does not compromise with experience. Disruptive and innovative technologies such as biometrics, machine learning, artificial intelligence and robotic process automation are center stage for re-define traditional patient engagements.

Zero-UI: Applying experience-driven Zero-UI and design thinking  is shaping  the way businesses handle new-age patients across touch points, leading to hassle-free real-time experiences that maximise the “wow” factor for patients. Soon technologies like augmented and virtual reality will re-define patient engagements with simplistic, experiential interface (UI).

How about listing a few of the conveniences that we can look forward to?

A unified patient experience strategy is essential

It is time for patient-facing/ interacting institutions to apply digital thinking and technologies to their service and marketing strategies. Though these activities are converging for patients.  Business processes and technologies must adapt faster to stay afloat.

Identify narratives across patient treatment lifecycle

Putting on the patient’s hat for capitalising on the right solutions to provide simplified and seamless experience is crucial. This mantra can help hospitals/ supporting enterprises strengthen patient relation­ships, enrich brand equity, drive loyalty, and improve the top line of healthcare service.

The stage is set for a big healthcare technology transformation. All solu­tions discussed here are well into the mainstream, and acceptance is accelerating at a rapid pace. However, the revolution has just begun. Technologies that rightly belong to the next gen­eration, 4-D printing, gesture controls, video analytics, motion recognition and persona-based interactions are moving forward as testimonies for emerging technologies across healthcare industries.

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