The current pandemic has not only affected businesses negatively but also fast-forwarded technology adoption. It has compelled us to learn how to embrace technology to deliver a better customer experience.
The healthcare industry has always been a quick adopter of the latest technologies to save lives and improve the patient experience. AI and Robotics, in particular, have taken the medical field to the next level. With smart wearables and remote patient monitoring, healthcare professionals can treat their patients easily and monitor their vitals closely. The evolution of patient engagement platforms has allowed healthcare professionals to deliver a more holistic experience.
Let’s dive deeper and understand the importance of the patient engagement platforms and see how AI is driving its growth.
Patient Engagement Platform In Healthcare – A Boon
Many healthcare providers are working hard to deliver a patient-centric approach. Today, patients can access and share their electronic health information from their wearables, have a detailed discussion of their health with the doctors and do a lot more with patient engagement platforms.
With the patient engagement platform, you can —
- Share e-prescription
- Send a summary care
- Provide patient access
- Online/text message scheduling
- Pre-visit planning
Patient engagement planforms act as a bridge between the health care providers and the patients. Since patients can reach their care providers via phone, text, and emails, healthcare providers can easily involve patients in their healthcare discussion. As a result, healthcare providers can finally offer the service what patient wants.
Increased Patient Satisfaction
Patient engagement platforms save time and money by letting the patients book and manage their information through the online portal.
A 2014 survey reveals that nine out of thirteen patients shared that they had a positive experience and health outcomes because of the higher engagement rate.
Healthcare providers who are using patient engagement platform also state that patient tends to stick to the same healthcare provider who is using patient engagement platform by 2.6 times.
Since the patient engagement platforms provide a more streamlined experience in terms of both patient engagement and document management, doctors can provide a more personalized experience.
What People Expect From Patient Engagement Platforms
One important challenge multi-location healthcare service providers faced before was the incomplete patient history. If the patient has moved from a healthcare provider in Location A to the healthcare provider in Location B, some of the files cannot be accessed. This increased the risk that doctors won’t know the complete history of the patient.
A recent Digital Health Consumer Survey by Accenture reveals that 39% believe a good digital interaction has a major influence on the patient experience. More than a quarter (26%) are even willing to switch to a new provider for high-quality digital services. Most importantly, 50% of the surveyed people have stated that a bad digital experience with a healthcare provider ruins the entire experience and is never likely to return to the healthcare provider.
From the Accenture survey, we can understand that people are more willing to get into the digital health service. The only thing patients worry about is the quality and data security.
The Power of AI
Conversational AI with Natural Language Processing (NLP) responds to the patient queries quickly in a more empathetic manner to deliver meaningful interactions. Nonclinical activities which are taken care of by the medical professionals can now be managed by Conversational AI.
Many industries are using AI voice bots to manage inbound customer calls; It is almost similar in the healthcare industry as well. When a patient calls a healthcare center for an appointment, the conversational AI bot can help the patient with every stage of the booking process and let them fix a date at their convenience. Plus, the Conversational AI bots update the calendar so that we also know the upcoming schedules.
Conversational AI bots are a lot more capable than manually booking appointments. They have the potential to completely reinvent the patient engagement platforms.
We will be covering the Conversation AI uses cases for patient engagement platforms in the second part of this post. So bookmark our blog and stay tuned.