The millennial patient
Personalised and hassle-free healthcare is one of the key demands this year,
TODAY’S patients want the same convenience they experience in everyday life translated into healthcare services. In the current environment of digital and convenience, the needs and expectations of the patient are very different from the past.
They want services that are efficient and not time-consuming or inconvenient. “The key trends observed by us clearly highlight that modern patients are demanding personalised, quick and seamless healthcare delivery. This makes dealing with the healthcare system much more convenient for them, something that hasn’t been typical of healthcare delivery systems in the past, says Dr Kelvin Loh, group chief executive officer of Columbia Asia.
“Our studies have also shown that technology advancements in healthcare have the potential of closing the communication and information gap between patients and providers,” he adds.
Generally, patients today expect a lot in terms of the service that they receive. These expectations range from well-maintained hospitals, helpful doctors, nurses and staff, shorter waiting time for appointments and
quick access to health records.
HASSLE-FREE
For primary and secondary care, patients generally prefer to rely on neighbourhood or small-sized hospitals that provide easier access to quality healthcare services.
In addition, smaller hospitals provide focused treatment options and shorter inpatient stays, enabling them to keep costs low for patients. Leveraging digital technologies on a smaller scale further permits cost-effective delivery of specialist care.
In keeping with the digital age, more healthcare organisations are also relying on mobile apps for patient interface. Apps often feature the ability to schedule appointments, access patients’ medical
history and test results, send reminders and provide the option of cashless payment for acquired services.
Social media also plays a part in how patients choose their hospitals. Consumers today have the option of checking online reviews before making most purchase decisions and choosing a hospital is no different. Hospital preference is increasingly dependent on online reviews.
In line with these health trends, Columbia Asia has launched its official mobile app aimed at enhancing its service offerings to patients.
The patient-centric application allows for services such as booking and managing of appointments, payment, hospital-related queries, along with corporate information
and promotions to be made more seamless and efficient.
“This is another initiative in our digital transformation journey, as more and more people, particularly the millennials are opting for healthcare providers that offer treatment with added convenience,” says Dr Loh.
Aside from better serving the needs of patients, the mobile application helps reduce operational manpower as well.
During the trial period of the mobile app, Columbia Asia witnessed a 16 per cent reduction in outpatient journey time and an overall improved staff efficiency of eight to nine per cent, adding to increased time for staff-patient engagement.