The COVID-19 pandemic was a major turning point for many industries worldwide, especially health care. As digital technology keeps evolving, it has led to massive transformations in the sector, ranging from improved customer experience to clinical innovations. Adapting to new digital technologies is the best way to stay ahead of the curve and ensure sustainable practices for patients, healthcare professionals, and organisations. Read further to learn more about how healthcare companies embrace new digital technologies and how it is worth the investment.
Post-Pandemic Digital Trends in the Healthcare Industry
Consumer Preference – Since pandemic situations encouraged social distancing and hygiene, consumers preferred online solutions for safety and comfort. For example, online appointment booking, doorstep medicine delivery, etc.
Rapidly Evolving Technologies – New technologies lead to better healthcare management, such as integrated billing systems, digital inventory for patient information, wearable smart devices, etc.
Newer Talent Model – New techniques and strategies are also in demand with emerging customer preferences and evolving technologies. We always need the latest talent model to perform better, from surveys to determining KPIs.
Clinical Innovation – Whether identifying a new virus strain or research for developing vaccines, innovative technology can help improve important clinical functions.
How Important Are Customer Engagement and Satisfaction for the Pharma Industry?
As people become more aware of their healthcare decisions, the industry focuses on better customer engagement. In a recent survey, 92% of the respondents stated the top objectives that organisations seek to accomplish via digital transformation are enhanced consumer satisfaction and engagement, followed by improved care quality (56%).
Like any retail or service-based industry, the healthcare industry is advancing towards a customer-centric approach. As discussed above, the pandemic has been a huge contributing factor to changing consumer needs and perspectives. Today, consumers seek authority and better services while making decisions. Therefore, more and more companies and organisations in the pharma industry today strive to achieve improved customer satisfaction and engagement.
Unleashing Digital Capabilities in the Healthcare Industry
To improve patient engagement and experience, the healthcare industry is constantly working on its digital capabilities. Here are some of the notable examples of digital capabilities being implemented today.
Installing Electronic Health Record (EHR) Systems
An Electronic Health Record (EHR) works as a patient portal. It is a faster and more efficient way of collecting patients’ data and strengthening them systematically. This new digital technology is being adopted by many healthcare facilities worldwide since they need to collect huge amounts of data from various sources. EHR helps reduce the labour cost and time of collecting patient data from all the sources such as lab reports, pharmacy information, data from wearable health devices, insurance claims, and even the data provided by the patients themselves.
Artificial intelligence (AI)
Many healthcare organisations are ready to invest millions in AI since it represents the pinnacle of clinical innovation. By 2025, the market for AI-powered healthcare technologies is predicted to top $34 billion. For example, chatbots and virtual health assistants are trending AI implementations in the industry. The high customizability and adaptable nature of these solutions have significantly helped achieve better customer service.
Virtual Healthcare Delivered in the Home
Virtual Reality (VR) applications play a vital role in delivering better care and facilities to patients. For example, many doctors in developed nations have started using virtual-reality simulations to plan complicated surgeries. Another effective application is the use of VR headsets. VR headset is a great example of home care children and people with autism can wear it, and you can virtually motivate them to exercise and navigate. If you’re a healthcare firm planning a better digital strategy, VR is one of the best things to adopt.
Telemedicine is another amazing digital capability that allows healthcare professionals like doctors, nurses, etc., to evaluate, diagnose, and treat patients over a distance using telecommunications technology. With this technology, patients don’t need to travel to the same room as the healthcare provider, ensuring comfort and convenience for both.
How Talent and Data are Important in the Digital Transformation Roadmap?
Like every industry, healthcare also faces many challenges during the digital transformation. Data and talent remain some of the primary challenges we need to overcome. Here’s why:
Data Quality and Interpretation – Healthcare organisations can expect improved care coordination, value-based care, and regulatory compliance with no errors and delays in data interpretation. Along with data analytics, key performance indicators also played a huge role in determining the goals. For example, a few years back, the app’s number of downloads was considered a KPI to see if patients were interested in using their services.
However, the latest big data technologies have enabled firms to see advanced KPIs such as monthly active users, average usage time, etc. This way, healthcare firms get better insights into improving KPIs for building long-term relationships with their patients.
As data analytics improves, you have talent that can manoeuvre the new system. Currently, it’s quite underwhelming that only one-third of the right skills are deployed to support this digital transformation. Thus, healthcare firms need to overcome this essential barrier by expanding their talent pool and staying updated with the trends.
A Shift in Consumer Preference for Healthcare Services
COVID-19 resulted in a paradigm shift in consumer preferences. People embraced several new technologies such as digital medical apps and wearable medical devices. Many pharma companies have been focusing on producing wearable technology devices that enable the real-time monitoring of high-risk patients.
This can help them predict the likelihood of a severe health crisis. This also provides patients with empathy and care through a personalised experience. In addition, these in-hand devices and digital applications eliminate the need to visit doctors physically for tiny details. All in all, such personalised treatment and medical devices give patients a sense of ownership in improving their health.
Important Success Factors to Consider During Digital Transformation to Reach the End Goal of a Customer-centric Approach
As the name implies, a customer-centric approach is said to be successful once it achieves improved customer satisfaction. Whether it is the quality of treatment provided to them or the ease of communication between them and the healthcare providers, all these factors contribute to customer satisfaction.
Improved Care Quality
Customer care is the topmost priority for every healthcare firm. For example, how well the chatbot can understand the customers’ concerns and how timely the healthcare providers can address the issue. Once you get these factors right, you know you are on the right track to digital transformation.
Improve Patient Experience
Digital tools like wearable health devices or telemedicine facilities can help you boost the patient experience. Such digital solutions give them a sense of authority and show them that they are being cared for well.
Healthcare must also be backed by a robust IT department like most industries. You can achieve digital transformation goals once you establish a strong IT management, for example, the right set of talents, the latest technology implementation, etc.
Clinical Care Delivery
Clinical care delivery can be a network of patients, healthcare providers, and devices where the patient is the central authority. Examples of such services are personalised data dashboards, concierge services, self-directed services, telemedicine, etc.
Overall, the healthcare industry has witnessed significant evolution over the past decades. We have come a long way from old and outdated paper records to much more efficient cloud-based storage. On top of that, the global pandemic and shift in consumer preferences contributed largely to the digital transformation we can see today.
If your healthcare firm also wants to boost your patient and staff’s experience with revolutionary digital solutions, you can trust Agilisium. From big data analytics to complete IT staffing needs, we emerge as a top provider of innovative digital solutions. Get started with us today to embrace the new era of digital transformation.
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