Digitization has transformed every industry in the world, and healthcare is not behind in this. However, there are still parts of the healthcare system that require an innovative approach to address certain challenges including patient experience.
The current fragmented healthcare system is built on siloed data, present across various platforms. The segmentation of data available with different providers hinders the seamless flow of information required to deliver proper patient care. Customer insights often remain limited, creating communication gaps leading to inefficiencies and increased workload for healthcare professionals. The new reality for healthcare requires a redesign in the system to address primary, secondary, and acute care needs. A healthcare system that is connected across channels; connected across care settings; and is preventative, personal, and delivered in real time.
What is connected healthcare?
Connected healthcare is a holistic approach that makes the current healthcare system smart, accessible, and user-friendly. A system that makes use of advanced technology, health devices like wearables, connected devices, and personal monitors to create a seamless network where information flows easily. When this data is collected and analysed on a larger scale, it helps identify health patterns that can be a game changer in preventative care. Once wearables and remote monitoring are integrated, it can help providers,
- With better diagnosis, treatment, and care
- Access to full medical history
- Direct communication between patients and doctors
- Monitor health information.
- Timely intervention and better healthcare
Connected healthcare also helps pharma companies collect data that can help them validate and improve research.
How Connected Healthcare Can Help?
Connected healthcare holds the promise of revolutionizing healthcare experiences. It is not only about making health-related information more accessible but improving how care is delivered in the industry.
Personalized and Patient-Centric Care
Technology should be closing gaps. Systems that can not only understand current healthcare needs, instead of relying on one-size-fits-all solutions, help healthcare providers tailor treatments based on individual health profiles.
Improved Patient Engagement
Access to personalized and clear health data can help close information gaps and allow patients to become active participants in their healthcare journey. With the help of connected devices and applications, patients can take control of their health and make informed decisions. Connected experiences also help patients see they are on track for better health.
Full Medical History at Fingertips
With complete medical history at fingertips, direct communication between patients and doctors, connected healthcare can help improve community health. Since these devices allow providers to understand healthcare concerns through the patient’s eyes, identifying patterns and anomalies in health information becomes much easier.
The Role of Customer Experience
In healthcare, the focus on improving patient experiences throughout their treatment journey should take a front seat. From the first contact to post-treatment follow-ups, with the help of remote monitoring tools, mobile apps, and wearables, every touchpoint needs to be carefully evaluated to deliver a positive and empathetic experience. It is to bring strategies and insights that help them connect on a level of empathy.
However, healthcare is not devoid of its challenges. From siloed data to lack of customer insights, these gaps create barriers to effective healthcare, often leading to misdiagnosis and ineffective treatment plans. To address these concerns, companies can embrace customer-centric approaches that involve implementing user-friendly interfaces, tech adoption, process changes, automation, data management, and personalized communication strategies.
Consulting services on customer experience play a crucial role in emphasizing data-driven approaches that go beyond traditional methods of connected healthcare. It is where companies can develop end-to-end solutions, analyse each touchpoint, extract deep customer insights and their experiences, and implement the right solutions to improve customer satisfaction.
Connected healthcare, when paired with customer experience consulting, represents a paradigm shift in the way the healthcare industry approaches patient care. It pictures a future where technology, personalized care, and a connected system not only improve patient health but also set the stage where healthcare is more accessible, efficient, and patient-centric.
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