PLX Academy · Personal Experiences · 06 June 2022
Hospitals have gone through a massive digital transformation in the last decade, converting “paper” patient data to Electronic Medical Records (EMRs) and Electronic Health Records (EHRs) systems. It has changed how healthcare organizations function operationally.Now, hospitals find themselves in the midst of another massive transformation: the digital patient experience.
Recently, a Deloitte-Scottsdale Institute survey showed that 92% of healthcare systems are hoping to achieve better patient experience as a top goal of their investments in digital technology. According to the 2021 Most Wired Survey, these are the top three areas health care organizations were reportedly investing—with 75% investing in telemedicine, 64% investing in EHR capability, and 56% investing in patient portals and digital messaging platforms.
This focus has become an urgent strategic imperative, notes John Glaser, a lecturer at the University of Pennsylvania’s Wharton School of Business, in a recent Harvard Business Review report. He encourages healthcare leaders to keep in mind these points as they use technology to improve the patient experiences at every touch point in the care journey.
It needs to be recognized that technology is only part of the solution. Patients expect more than the ability to use their mobile devices to make appointments or see their blood test results. They expect to make appointments based on their choice of time and location and to obtain context on their blood tests, including if they are alright, what they should focus on and what should come next.
In a new report, the American Hospital Association (AHA) suggests three ways health systems can leverage technology to create a seamless digital experience for patients.
Prioritize patient experience: To deliver a high-quality patient experience—both onsite and offsite—health leaders must analyze core processes and technology, process and implement change, and foster a culture of accountability to provide support to customers.
Leverage data to improve the patient experience more broadly: With advancements in sensors, mobile devices, and telehealth, patient care has been extended beyond traditional facilities. New venues of care have brought both opportunities and unique challenges to patient experiences.
To ensure that patients are receiving a high-quality experience across the entire health system, AHA recommends evaluating and improving patient-centric processes, such as technical support for wearable devices, logistical support for at-home specimen collections, and remote care for home-based patients.
Find opportunities to deliver a high-quality Patient Experience: AHA recommends health systems utilize EHR data and patient-reported outcomes to personalize messages, treatment options, and health-maintenance and lifestyle-change programs.