469 - Unlocking the Future of Healthcare: Patient Engagement and Technology Integration. Tara Mahoney and Jenny Reichard, Genesys
As the healthcare landscape evolves, the intersection of technology and patient care has become a focal point for innovation. In this episode of Talking HealthTech, Peter Birch speaks with Tara Mahoney , VP of Healthcare Practice at Genesys , and Jenny Reichard , Senior Industry Executive at Genesys, to explore how technology can streamline healthcare workflows and enhance patient experiences.
This interview was recorded at an event hosted by Genesys in Sydney called Xperience, helping their customers and partners learn how to drive meaningful outcomes and build deeper relationships with experience orchestration, enabling them to deliver personalised customer and employee experiences at scale. Their discussion sheds light on the complex challenges healthcare systems face worldwide and the potential of digital solutions.
The Changing Face of Healthcare
Healthcare systems globally are grappling with the challenge of delivering sustainable and efficient patient-centric care amidst increasing complexities. The integration of technology into healthcare offers both opportunities and obstacles. Navigating care is highly complex, emphasising the need for operational and clinical changes that effectively utilise technology to support patients and members more efficiently.
Patient Engagement and Communication
Effective patient engagement and communication are essential for improving healthcare outcomes. Traditional methods, such as pagers and voice mail, create inefficiencies and administrative burdens on patients and healthcare providers. Advanced technologies, including AI and digital platforms, can streamline these processes and reduce friction. The patient journey predominantly occurs outside of face-to-face interactions, underscoring the importance of coordinating all touchpoints in the care process to achieve better outcomes.
Addressing Fragmentation in Healthcare
In many healthcare systems, including Australia's, fragmentation poses a significant challenge. Separate entities—primary care providers, specialists, public and private hospitals, and allied care professionals—often operate in silos. Australia’s healthcare system tends to be reactive rather than preventative, resulting in inefficiencies and less than optimal patient outcomes. It is crucial to emphasise the need to identify at-risk patients early and quickly direct them to appropriate care.
Leveraging Technology for Seamless Care
One of the key technologies discussed is the Epic Electronic Medical Records (EMR) system, which, when integrated with patient engagement platforms, can create a seamless healthcare experience. ACT Health and New South Wales are adopting Epic, which indicates a trend toward unified digital health records. Such integrations help deliver timely and accurate care, reduce redundancy, and enhance overall patient experience.
The Role of AI in Healthcare
Artificial Intelligence (AI) is revolutionising healthcare by automating routine tasks and providing critical information to patients and providers. AI-driven chatbots and voice assistants can efficiently manage routine inquiries such as appointment details and procedure instructions. It's essential to support staff and ensure they perform at the highest level of their capabilities. By handling mundane tasks, AI allows healthcare professionals to focus on more critical and nuanced aspects of patient care.
Staff Shortages and Workforce Efficiency
The healthcare sector is facing a workforce crisis, with shortages and high turnover rates affecting service delivery. Implementing technology to reduce the workload on existing staff is crucial. By reducing the time spent on administrative tasks, staff can focus on delivering better patient care, ultimately improving job satisfaction and retention.
Direct Patient Communication
Effective communication between healthcare providers and patients is crucial for accurate diagnosis and treatment. Traditional methods often lead to delays and miscommunication. By adopting digital solutions, healthcare providers can ensure timely and accurate information exchange, thereby enhancing patient care and satisfaction.
Digital Transformation and Patient Trust
One of the challenges in adopting digital solutions is building trust among patients who may have had negative experiences with technology in the past. The perception of AI and chatbots as impersonal can deter patients from engaging fully. However, clear communication about the intent and benefits of these technologies can significantly enhance trust.
The Future of Patient Engagement
Looking forward, innovations in AI and natural language processing hold immense potential for healthcare. These technologies can analyse patient interactions in real time, identifying risks and providing critical insights. This proactive approach can significantly improve patient outcomes by addressing issues before they escalate.
Global Perspectives on Technology Integration
The challenges and opportunities in healthcare are not limited to any one region. Genesys's global expertise provides valuable insights into how different healthcare systems leverage technology. The APAC region, including Australia, is gradually catching up with global standards by adopting digital health platforms and integrating them with existing systems. This global perspective helps identify best practices that can be adapted locally.
Collaboration for Better Care
Collaboration between various stakeholders—patients, healthcare providers, technology experts, and policymakers—is essential for successful technology integration. Thorough discovery processes are needed to understand the unique challenges of each healthcare organisation. Rather than one-size-fits-all approaches, tailored solutions can address specific pain points and drive meaningful change.
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Learning from Other Industries
Healthcare can learn valuable lessons from other industries that have successfully integrated technology to enhance customer experience. The principles of customer engagement and satisfaction are universally applicable and can be adapted to improve patient experiences in healthcare. As other industries have shown, clear communication, transparency, and efficient workflows are vital to building trust and achieving better outcomes.
Embracing the Shift
The shift towards digital health is not just a technological change but a cultural one. It requires a mindset shift among healthcare providers, patients, and policymakers. Education and training are crucial in this transition, ensuring all stakeholders are well-equipped to embrace and utilise new technologies. Embracing these changes will be key to unlocking the full potential of digital health.
Towards a Patient-Centric Future
The vision for the future of healthcare is one where digital tools and technologies play a central role in streamlining processes and enhancing patient care. The potential for improvement is vast, from AI-driven diagnostics to patient engagement platforms.
Incorporating digital innovation into healthcare promises significant improvements in patient care, efficiency, and overall system effectiveness. By addressing fragmentation, leveraging AI, and fostering collaboration, the healthcare sector can overcome challenges and move towards a more integrated and patient-centric future.
Related Companies
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees.
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