Con­sumer Tech­nolo­gies in a Chang­ing In­dus­try

How to ex­ceed pa­tient ex­pec­ta­tions as health­care de­liv­ery evolves

Modern Healthcare - - News -

Health­care con­tin­ues chang­ing with no signs of slow­ing. And for all the chal­lenges that will arise from th­ese trans­for­ma­tions, there is tremen­dous op­por­tu­nity to de­liver bet­ter care. One re­cent trend worth not­ing is how much con­trol con­sumers now have over their health and well­ness. But how can or­ga­ni­za­tions best meet pa­tient ex­pec­ta­tions in an in­dus­try that is con­stantly evolv­ing?

Now that EHRs have be­come com­mon­place, how have they changed physi­cian in­ter­ac­tions with pa­tients?

GC: Ul­ti­mately, the dig­i­ti­za­tion of clin­i­cal data within EHRs helps physi­cians pro­vide safe, high-qual­ity care for pa­tients. Also, with an­a­lyt­ics and de­ci­sion sup­port so­lu­tions, physi­cians can use this dig­i­tal health in­for­ma­tion to im­prove clin­i­cal in­sights and de­liver more per­son­al­ized care. In ad­di­tion to bet­ter health out­comes, th­ese so­lu­tions also de­liver an im­proved pa­tient ex­pe­ri­ence.

An­a­lyt­ics is es­pe­cially crit­i­cal in pro­vid­ing the best clin­i­cal de­ci­sion sup­port for physi­cians. EHR data and pow­er­ful an­a­lytic en­gines pro­vide physi­cians and pa­tients with greater in­sight into pa­tients’ cur­rent state of well­ness. For ex­am­ple, so­lu­tions can pro­vide pre­dic­tive in­sights that en­able more pre­cise in­ter­ven­tions to im­prove health. It is es­sen­tial that physi­cians re­ceive th­ese in­sights within their work­flow to fa­cil­i­tate de­ter­mi­na­tion of the most ap­pro­pri­ate plan and to help re­duce clin­i­cian bur­den.

What are the most com­mon con­cerns about to­day’s con­sumer ex­pe­ri­ence?

GC: Clients are of­ten cu­ri­ous and ea­ger to meet the needs of the con­sumer, but some­times they don’t know where to start with their en­gage­ment strat­egy. They want to know which ap­proach will help main­tain and im­prove con­sumer loy­alty.

More than any­thing, clients want so­lu­tions that are the best fit for their pop­u­la­tions and or­ga­ni­za­tions. If it is a com­mu­nity hos­pi­tal, for ex­am­ple, which so­lu­tion will best meet the needs of the town’s pop­u­la­tion and its net­work part­ners? Fi­nally, health care or­ga­ni­za­tions must un­der­stand the value of the so­lu­tions and how they will help de­liver a more pos­i­tive pa­tient ex­pe­ri­ence, im­proved out­comes, low­ered cost and in­creased provider sat­is­fac­tion.

What con­sumer ex­pe­ri­ence so­lu­tions does Allscripts of­fer to help im­prove the pa­tient ex­pe­ri­ence?

GC: Allscripts of­fers a com­pre­hen­sive mo­bile ex­pe­ri­ence for pa­tients with our Fol­lowMyHealth® so­lu­tion. Fol­lowMyHealth de­liv­ers a pa­tient por­tal, ap­point­ment re­minders, gaps-in-care out­reach, chronic care man­age­ment, tele­health, pa­tient ed­u­ca­tion, re­fer­ral co­or­di­na­tion, just to name a few ca­pa­bil­i­ties. We want to help con­sumers take a more ac­tive role in their own health­care and well­ness.

The Allscripts De­vel­oper Pro­gram (ADP) of­fers third-party ap­pli­ca­tions to im­prove the con­sumer ex­pe­ri­ence. Of the hun­dreds of ap­pli­ca­tions, one good ex­am­ple is CHADIS, which stream­lines the screen­ing process, and help save time by en­abling pa­tients to com­plete forms and ques­tion­naires at home.

What ad­vice would you give other providers who are look­ing to im­prove their con­sumers’/pa­tients’ ex­pe­ri­ences?

GC: First, providers must un­der­stand their pa­tients and their pa­tients’ goals, and map those goals to the pri­or­i­ties of the or­ga­ni­za­tion. In do­ing so, it can fa­cil­i­tate the con­ver­sa­tion for a stronger con­sumer ex­pe­ri­ence strat­egy. Providers must also be aware of the other es­sen­tials re­quired to de­liver a suc­cess­ful con­sumer strat­egy. For ex­am­ple, will the or­ga­ni­za­tional struc­ture sup­port the project? Are in­ter­nal pro­cesses in place to en­sure suc­cess? Keep­ing a stead­fast fo­cus on the con­sumer will help de­velop ini­tia­tives that im­prove pa­tient ex­pe­ri­ence, in­crease pa­tient en­gage­ment, and achieve bet­ter health out­comes.

Ge­of­fCaplea, MD, MBA Med­i­cal Di­rec­tor - Reg­u­la­tory Af­fairs, Qual­ity As­sur­ance, & Pa­tient Safety Allscripts

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