In a previous post, we discussed how healthcare is moving toward a patient-centric model but is held back by the fact that the current system operates a series of silos. The demands being placed on healthcare organizations to securely share data among stakeholders represent a severe technological challenge for IT.
All constituents of the ecosystem are being challenged to work more closely together and share information to support the ultimate goal of creating lower costs and better patient outcomes. They require IT service providers that:
- Can take advantage of data across the healthcare ecosystem and implement the technology platforms that create efficiencies at every level.
- Have experience with driving innovation in areas like mobility, digital business, and secure data exchange.
- Understand how to integrate electronic health records, care management, core claim systems, clinical research, medical supply chain systems, and devices.
- Can present creative ideas that enable constituents to contribute to a holistic system encompassing payers, providers, and pharmaceutical or medical device manufacturers across the entire technology stack, which includes data, digital, applications, cloud, security, and infrastructure.
Putting patients in the driver’s seat
To succeed in today’s changing healthcare environment, providers and health plans must foster an environment with patients squarely at the center. For health plans, attracting and retaining members over the long term means adopting a top-of-wallet financial services mindset. Health plans must change their marketing strategy to retain members, particularly as we evolve to an era of specialized treatment plans and individualized medications. Soon, a personal retail touch will take on an entirely new meaning in healthcare.
It’s quickly becoming commonplace to measure member satisfaction by real-time feedback at the time of care-management calls, online chats and video/tele-health interactions, and new products, treatments, and medicines are being built from claims, clinical, pharmaceutical, and home health data.
However, a patient-centric model requires more than new products and treatments. It demands that the partners in the ecosystem provide patients with seamless, easy-to-use interactions. Just like the omni-channel shopping experience evolved to serve customers via their preferred channel (phone, mail, chat, text, or video), healthcare organizations must put the patient at the center of the experience.
Instant information sharing is also important: the patient should only have to provide it one time, after which it becomes a matter of quick, easy validation.
Healthcare organizations will need to partner with IT service providers that understand not only the technology, but also the natural human tendency to resist change. Hospital systems, health plans, and big pharmaceutical companies are no exception to the rule that changing human behavior is a slow process at best.
Finally, healthcare organizations should seek providers that blend high-value solutions and technologies with a humanistic focus. Healthcare systems and technologies exist to help people, so any technology solution must not only improve processes, but also enhance human life.
Fecha de publicación: 08/01/2016