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Digital transformation in healthcare: Improving patient experience, care, and outcomes

As the pace of technological change continues to increase, digital transformation in healthcare often struggles to keep up. Challenges like integrating aging legacy systems, maintaining patient privacy, and leveraging disparate data sources into actionable insights loom large in healthcare, where time and resources are often at a premium.  

But the same circumstances that make digital transformation in healthcare more difficult are the very things that underline its importance. When patient lives are on the line, digital transformation isn’t just a “nice to have.” Healthcare systems that achieve their digital transformation goals see immediate improvements in patient experience, quality of care, and patient outcomes.  

From that standpoint, digital transformation in healthcare isn’t just about adding technology, it’s about revolutionizing the processes and systems that drive the health and well-being of the population as a whole. 

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Putting patients first 

While individual healthcare providers commonly put their patients’ needs front and center, the system as a whole did not evolve with that mentality. Due to a variety of factors, including payer systems, consolidation, and the regulatory environment, healthcare systems got a reputation for siloed information, duplicate workflows, lack of clarity, and confusion.  

As healthcare organizations seek to modernize, smart health systems are taking a consumer-centric approach — redesigning patient experiences and pathways while improving care delivery and outcomes using digital technology.  

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Planning the future of digital transformation in healthcare 

During the pandemic, industries accelerated digital transformation efforts across the board, and healthcare was no exception. Out of necessity, more medical touchpoints and interactions moved online, from virtual office visits to automated triage to digital paperwork.  

Now, two years into the new normal, healthcare organizations are taking stock of their progress, appreciating the speed and scale of their efforts, and mapping opportunities for the future.  

A recent Deloitte study found that 60% of health systems say they are about halfway through their digital transformation journey. In our experience, working with technology innovators and leaders across industries is where things can get messy. Digital transformation is a long game, and organizations often get bogged down at the halfway mark. 

To keep moving forward and avoid costly wrong turns, healthcare leaders need a fresh vision and renewed roadmap. Evolving digital transformation in healthcare to meet the changing expectations of patients and providers requires a commitment to a digital-first, people-centric approach, but offers great opportunities for continued growth in connection, innovation, and successful outcomes.  

Based on our experience, we see five key areas where focused efforts can deliver outsized returns for healthcare systems that are mid-way through their digital transformations:  

1. Modernize legacy systems to give providers and patients more options 

While the vast majority of individual healthcare providers and healthcare organizations use an electronic health records (EHR) system, relatively few seamlessly integrate with patient portals. A recent PEW Health Information Technology (HIT) survey found that almost 80% of respondents wanted to access and view their electronic health records through a website, an online portal, a mobile app, or electronically in some other way. 

Moreover, the same survey highlights a strong desire for their doctors to share information about the patient’s health status.  

For most healthcare organizations, integrating patient records across practices and within portals is a headache at best. Adding in the other digital interactions that today’s consumers expect — such as automated appointment and prescription workflows, chatbots, pre-filled forms, and instant answers — might seem impossible.  

Delivering a better patient experience and giving providers greater flexibility with their tools often takes a more strategic view. Rather than layering in more and more technology solutions, smart healthcare organizations take a holistic approach to modernization, creating flexible, modular solutions that give patients and providers more options in the near term while also making future enhancements easier.  

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2. Mitigate risk to build patient trust 

In addition to technology lag, healthcare systems also struggle to connect patient health information due to regulatory constraints. To maintain HIPAA compliance in the US and GDPR compliance for EU patients, healthcare organizations sometimes limit the very information sharing that would result in higher quality care.  

To meet patient expectations of data privacy and personal health data security while also delivering on modern expectations for functionality and connectivity, health organizations need to build in best practices for security and governance throughout their technology architecture. While there are myriad ways to approach this issue, a couple of key options deserve consideration: 

BYOD Policies 

A 2019 study found that 63% of healthcare organizations sustained a security incident related to unmanaged and IoT devices. Given the rapid acceleration of digital transformation in healthcare since 2020, we suspect that number is much higher today.  

As healthcare organizations modernize systems and integrate more virtual and IoT solutions into their technology spaces, having a robust and updated BYOD policy becomes more important. Developing a compliant, enforceable strategy is a critical step in your modernization efforts. 

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One way to mitigate risk is to containerize data, workflows, and applications in the cloud. Although the cloud can sometimes get a bad rap for security, a carefully designed strategy puts security first and can prevent any breach from spilling over too far into other parts of your architecture.  

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Best known in the context of cryptocurrency, blockchain uses a computerized database of transactions to allow secure information exchange without the need of a third party. Applying blockchain technology to the healthcare industry could improve information security management; healthcare data can be communicated and analyzed while preserving privacy and security. 

Countries like Australia and the UK have started experimenting with blockchain technology to manage medical records and transactions among patients, healthcare providers, and insurance companies. In both examples, decentralized networks of computers handle the blockchain and simultaneously register every transaction to detect conflicting information, keeping records accurate and making them more difficult to hack.  

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3. Use voice and wearables to enhance patient experience and outcomes 

Wearable devices and IoT-based health sensors can track a patient’s conditions and activities remotely, from their vital signs and hydration to the onset of a medical crisis event. The data collected can be helpful to healthcare providers and enable them to better guide patient care. Healthcare providers use IoT and wearable data for remote monitoring and preventative care, providing more specific, personalized connections even with lower staff coverage.  

Machine learning also drives AI-based natural language processing technology in the healthcare space. As more patients become familiar with voice models like Alexa, Siri, and Google Home, healthcare organizations see potential to deploy the technology for tasks like triage and treatment reminders. For example, the UK’s NHS uses voice technology to field common questions, deliver health information, and remind patients to take medication. 

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4. Put data to work for predictive and preventative care 

Healthcare organizations collect volumes of data but traditionally haven’t used advanced analytics to translate the information into actionable insights. Today’s leading provider systems are exploring how real-time business analytics, predictive analytics, and AI can transform patient experience and how care is delivered.  

In much the same way that businesses use data analysis to spot trends, forecast consumer behavior, and drive purchasing decisions, healthcare organizations can use the information they collect to understand patient expectations, discover areas of dissatisfaction or waste, and identify opportunities to enhance the overall experience of patients with their facilities. 

Likewise, providers can use patient data to understand how a unique individual responds to treatment, spot key diagnostic markers, and even predict potential outcomes so that doctors and patients can work together to minimize risk. 

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5. Automate administrative tasks to focus on patient care 

The growing number of administrative tasks imposed on physicians, their practices, and, by extension, their patients adds unnecessary costs to the health care system. Excessive administrative tasks also divert time and focus away from providing actual care to patients. 

Tools like Robotic Process Automation (RPA) can help healthcare systems save time and resources in areas such as administration, billing, and human resources — freeing up more time for face-to-face interaction with patients. 

When it comes to finding the right applications for automation in healthcare, it’s important to keep patient experience at the center of your strategy. Developing a customer-first automation strategy can help create the perfect blend of automated interactions and human interactions that will meet today’s expectations and delight patients rather than frustrate them. 

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Evolving patient care through digital transformation in healthcare 

As the digital tools, apps, and resources pioneered during the pandemic continue to evolve, healthcare leaders must continue to push ahead with digital-first, patient-centric investments in technology, integrations, and solutions. Finding the right balance between patient and provider expectations, maintaining compliance, and enhancing patient care requires a mindset that values the patient’s perspective. 

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Wherever you are on your digital transformation journey, our team of digital, data, and technology experts can help.  

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New Era Technology

New Era Technology creates powerful digital, data, and technology solutions that keep companies moving forward in a rapidly changing world. Our 500+ consultants use data insights, experience design, and tech innovation to help you reimagine your business for whatever comes next.

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