In healthcare, the way we think about the patient experience is changing. Driven by global events like the pandemic, as well as our desire for the same speed, simplicity, and convenience we experience in our lives as consumers, providers can better support communities by transforming the quality of healthcare they deliver—whether that’s face-to-face or via telehealth. It really is no surprise that we’re seeing lots of providers make consumer satisfaction and engagement their top priorities.
But there’s a problem. Meeting the rising expectations and evolving demands of patients is difficult when clinicians and office-based employees are slowed down by the complexity of hidden systems in the middle and back office. Transformation in this area will empower clinicians and office-based staff to collaborate seamlessly and deliver the future of healthcare. So, how can providers accelerate digitisation initiatives, to transform the way staff work in every department?
Transforming the middle and back office
While interactions with patients have become more digital—from scheduling appointments to completing forms and receiving healthcare—the middle and back office remains tethered to an outdated way of working. Data is scattered across multiple systems and is often shared via spreadsheets. For employees, this results in a slow, inefficient way of working, translating into a lower quality experience for the patient.
But when healthcare providers can pull data from different places into a single view, they’re empowered to create a clear picture of what’s happening with the patient. This comes down to technology, giving employees and clinicians the tools to deliver better quality care. Adopting a healthcare data model has long been the missing piece of the puzzle.
A data model allows providers to store information about a patient or health system, and connect that data so they can develop a new capability or workflow to meet a particular need. More than that, a data model can be leveraged to create a digital health platform, enabling providers to connect systems and data to improve visibility and communication, reduce medical errors, and speed up response times and decision making.
This might sound like a faraway reality, but we’re working with providers worldwide to help them share information across departments more freely, harnessing the power of automation and AI to make work processes easier and more connected. By using automation to alleviate menial, repetitive tasks, clinicians and staff are free to focus on patient care, while also creating a productive work environment that makes for satisfied, productive employees.
Adopting a digital health platform
For some time, the healthcare industry has been led by the ‘digital front door’ strategy for engaging patients at every touchpoint. But the world is changing. Today, there are multiple doors that comprise and facilitate a patient interaction. How smoothly staff can access information at each stage feeds into the patient—and employee—experience. This need is the driving force behind the rise of digital health platforms.
When providers bring information together into a single view, they have the power to deliver a seamless experience. Imagine conducting something as simple as booking an appointment. There are still several systems involved, like a booking system, an electronic medical record (EMR), and maybe a specialist referral system. The better these pieces are brought together, the easier it becomes for the patient to navigate the healthcare system and receive the quality experience they deserve.
More than that, with providers developing their digital ecosystems, a digital health platform empowers them to maximise existing technology investments. And with greater visibility and insight from data, they can partner with only the right vendors, introducing technology that supports core systems like the EMR. Using a digital health platform to build a supportive ecosystem will no doubt advance the way that care is delivered—and help providers differentiate and improve services in this changing world.
Great experiences are built on connected processes
Healthcare providers across the world are moving towards digital health platforms. ServiceNow provides a built-in engagement layer, enabling organisations to bridge systems and transform the employee experience, operate more efficiently, and deliver quality care wherever patients need it. It’s time to bring functional, patient-centric healthcare experiences to life.
Find out how ServiceNow can support integration and accelerate digital transformation in your organisation by calling freephone UK 0800 640 8049 or visiting https://www.servicenow.com/uk/healthcare.
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