COVID has been a big drag on all of us for a variety of reasons. As we search for a bright side, we can point to a number of trends that will be accelerated as a result of the pandemic and will positively shape the future of healthcare delivery over the next decade. These include clinical data interoperability and digital care tools like telehealth and remote patient monitoring, but none will be more important, in my opinion, than the enhancement of the overall digital patient experience.
The healthcare provider market is not alone in the impact it has felt on its future evolution as a result of the pandemic. For many years, I have served as a board member for various technology businesses, many healthcare focused and some not. I am currently the chairman of a financial technology firm and have found very interesting the parallels between board meeting discussions on COVID’s effect on key market factors to what is currently being discussed in healthcare.
The financial services sector is certainly further along than healthcare in bringing digital tools to its customers – I began paying bills online in the mid-1990s – but it is similar to healthcare in its increased urgency, attention, and focus, accelerated by the pandemic, on creating an integrated digital customer experience.
Admittedly healthcare has no perfect equivalent given its operational and regulatory complexity – it is a different bird as the idiom goes – but that doesn’t mean there aren’t opportunities to learn and borrow from what is happening in other industries. Whether financial services or healthcare, the ultimate goals of an integrated digital experience are the same – consumer/patient accessibility, convenience, usability, personalization, and enjoyment.
Healthcare can at times be overly inward-looking due to its mostly correct proclamation that it is “different.” This perception, however, creates missed opportunities and risk of “recreating the wheel” in solving important problems.
Admittedly, the pandemic’s swift onset and pressures didn’t allow healthcare leaders to consider practices in other industries – they were forced to rapidly advance tools and technology to support clinicians and reach patients. Eventually the COVID pandemic will subside, and when this happens, healthcare leaders will have greater “breathing room” to study digital experience and overall digital strategy in other industries like financial services.
At HCTec, we support healthcare systems in implementing, optimizing, maintaining and supporting the technology tools that improve healthcare providers’ operations and underlie the delivery of a positive and meaningful experience for both patients and clinicians. These tools will be vital in delivering the highly responsive and individualized digital experience that has come to be expected post-COVID.
This post was first published on Bill Grana’s LinkedIn profile. Connect with Bill on LinkedIn here.