The Future of Patient Experience (@MarkBehl)

THE FUTURE OF PATIENTEXPERIENCE

Mark Behl

MarkBehl.Net@MarkBehl

TODAY’S HEALTHCARESYSTEMS IS A VALUE-BASED ONE.

That is to say it is consumer­based. What we’reseeing is a fundamental shift from simply access tomedical services toward an increased focus on theconvenience of medical services. Years ago, peopleoutnumbered medical providers. There simply wasn’tenough healthcare to go around.

TODAY, THERE IS NOSHORTAGE OF PROVIDERSOUT THERE

It's less a matter of if people have access tohealthcare, and more a matter of which provider isgoing to give them the best experience for theirbuck.

INCREASE INPARTNERSHIPS

Medical groups will need to look out side of their own resourcesif they’re going to help the most amount of people in the bestway. For non­profit medical organizations, like Renown Health,this is especially true. That’s why the Renown Health Foundationhas made such effort of working with philanthropic partnersthroughout the community.

Amid growing competitionbetween medical providers,even for­profit institutions willneed to make the most oftheir community if they hopeto keep prices affordable andequipment up­to­date. Thefuture of healthcare is goingis going to be moreinterconnected.

INCREASEDCOORDINATIONAMONGPROVIDERS

Instead of having patients fill out the sameforms every time they visit a physician, we’restarting to see a shift to a system whereinproviders are able to communicate with oneanother via intelligent cloud computingnetworks.

There’s a reason this sort of network between providers didn’texist before. It’s really hard for providers to communicatewith one another across town (let alone across the country!),but the advent of smart networks and cloud-based features(like IBM Watson) is making this patient-centric paradigm apossibility.

INCREASED USEOF SOCIALMEDIA

“What once was aworld of physicalproximity bridgedacross geographiesthrough connectivetechnology such asphones or otherforms ofcommunication hasemerged to what Isee as a world ofsocial proximity.”

-JASON A. WOLF,BERYL INSTITUTE

"Your Twitter feed isdata; your Facebookchatter is valuableintelligence."

INCREASEDINVOLVEMENTOF PROVIDERS

As all of the above illustrate,providers need to becomemore involved in thewellbeing of their patients.It’s no longer enough to givea prescription to a patient,send them on their way, andtell them to come back if theyare still experiencingsymptoms. Providers need toshow an active andconsistent engagement in thelivelihood of their patients.

Individuals/consumers/patients are no longerlooking for just theservice. They’re lookingfor an emotionalexperience. In the caseof healthcare, a moresupportive and presentexperience is a no-brainer. Especially,with the advancementsin technology that wehave recently seen.

INCREASEDUSE OFAPPS ANDWEARABLES

Apps and wearables are changing the ways that patientmanage their own health and also interact with providers. Forinstance, Apple’s Healthkit and Samsung’s HealthKit both givepatients an unprecedented level of self­monitoring.Northwestern University in conjunction with Intellicare hascreated a suite of apps geared toward helping individualsmanage their mental health.

Wearables like FitBit allow people to track their physicalactivity on their own. When paired to advanced platforms likeWelltok’s IBM Watson Heart App, wearables and other IoTdevices allow individuals to track their weight, blood pressure,and cholesterol, while making health recommendations for abetter patient outcome.

In the future, healthcare organizations will

be more connected, more integrated, and

will put patient’s first.

They will need to be.

On the one hand, consumers have more

choice; on the other, healthcareorganizations have to work even betterto provide the best experiencepossible.

For MorePopulation Healthinsights, check outmy blog

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