The rise of health consumerism
Automation in Healthcare
Ai and the Digital Patient Experience
The Future is in Healthcare Consumerism
Imagine a future where everyone is an active participant in their own healthcare. Where they have the knowledge and power to take responsibility for their lifestyle, their wellness and their health data. Patients will be empowered and a huge financial and administrative burden on healthcare providers will be lifted, as they are freed from the increasingly impossible task of trying to keep legacy health systems up to date.
This is healthcare consumerism. And it’s no longer a vision, but an inevitability. Alphalake was borne out of this technological transformation that has already begun.
Automation in Healthcare
Short appointment booking windows, four hours spent in a crowded waiting room before receiving a paper bill in the mail is the old way. As technology advances in the fields of artificial intelligence, robotic processing automation, natural language processing and machine learning, automation is becoming accessible to workplaces of all sizes within all industries.
The health sector is seeing clear benefits in cost reduction and increased efficiency by automating manual tasks such as appointment scheduling, billing and claims processing, and inventory management. Removing the administrative burden delivers reduced wait times, better employee satisfaction, higher retention rates and a far superior patient experience. The future of health will see user-friendly online booking systems, kiosks to accelerate the triage system in A&E, and easy access to patient care information and billing details.
AI in Digital Patient Experience
As healthcare providers review how current systems impact on patient care, Ai is a critical component to giving people better access to services and information. Artificial intelligence is able to flag patients at high risk of chronic diseases, as well as improving the speed and accuracy of patient diagnosis. This means early intervention and better patient outcomes. Not only that, but patients will be supported at home through remote monitoring via digital wearables. Any concerning changes to their vital stats will be registered immediately and their health team will be alerted.
The Drivers of Change
As technology has advanced, it has fundamentally changed the way we live. As smartphones and app ecosystems have advanced to record our lifestyle through metrics such as heart rate, our mood, exercise levels and what we eat, people have the power and ability to track and measure their own health data.
Contributing further to this pivotal change, is the advancement of User Experience or more accurately Customer Experience in broader society. People have become accustomed to highly efficient and digitally enriched interactions as the way they shop, travel, consume services and interact with their chosen brands evolves. Consumers now demand high standards of service and expect to have a level of control over the services they receive. Healthcare systems and service providers are working to meet these demands and ultimately improving standards of care and access to health data. Automation and health consumerism are the solutions to delivering superior patient care for all.
Three things need to happen for healthcare to keep pace with the rate of change:
- Take advantage of agile continuous improvement by embracing Software As A Service and serverless technology with per-user/consumption based billing
- Automate manual, repetitive tasks to relieve the administrative burden on healthcare workers and improve patient experience
- Implement platforms that give users increased control over their health data and their interaction with organisational systems
The Challenges Ahead
An outdated healthcare system
The giant leaps in consumer experience in recent years have been possible through the way that technology has shifted from large-scale investments in centralised hardware systems and software applications to continuously improving cloud-based systems. Whereas once companies would refresh software every 5-7 years, server and centralised data systems are now constantly updated to meet ever-increasing demands on them from software applications. Many healthcare systems use old approach to upgrading. Leveraging the scalability and agile continuous improvement of new software systems will allow for a sharp increase in the rate of Customer Experience improvement.
Monitoring of Health Inequality
Digital health promises to democratise healthcare and improve accessibility. As the healthcare is transformed via new technology, it is essential to monitor the impact on people living in deprived areas and those with lower literacy or limited digital literacy and develop strategies to ensure they have access to quality and reliable healthcare. The introduction of automation and Ai into the healthcare industry will not negate the need for face-to-face human interaction, but remove manual and repetitive tasks to improve this human patient experience.
Intelligently automate healthcare transformation
Build better Digital Patient Experience that delivers consumer-grade CX
Lead the way in data-intelligent health and nutrition
Be instrumental in achieving universal health equality
Process Automation In Health Industries
Finance and RPA
RPA uses cutting-edge technology to automate the billing and claims processes for organisations to increase efficiency and reduce error rates. It can follow up on overdue accounts, check the validity of claims to ensure compliance before processing and monitor transaction data for any activity outside the norm.
IT and RPA
Implementing RPA within your IT department can help to minimise resolution time, improve service quality through quick response rates and help to standardise IT processes to reduce human errors. RPA can reduce server crashes and downtime with server and app monitoring, conduct routine monitoring and maintenance of IT systems, automate backups and restorations, reset passwords and unlock user accounts and manage batch processing.
HR and RPA
RPA is transforming Human Resources by reducing the administrative tasks and standardising processes. HR processes that can be automated include travel and expense management, compliance and reporting, attendance tracking, on-boarding new hires, and payroll management. We believe in automation to support staff and enable better human interaction within the workplace.
Management and RPA
As well as increasing the organisation’s overall efficiency, reducing costs and improving speed and accuracy, RPA is invaluable to reduce manual work so that management can focus on more complex work and decision making. For example, company reports can be automated and performance data outside a pre-set range highlighted for attention.
Enriching Patient Experience
Borrowing From Next-gen Contact Centres
The future of health promises 24/7 accessibility to contact centres for health advice via Artificial Intelligence, phone bots and online portals. Health professionals will have immediate access to relevant patient information when speaking to them on the phone, and booking will be made quickly and easily online or via an automated menu phone system.
Centralised Health Dashboards
Hospitals will benefits from a centralised health dashboard that displays real-time patient data and hospital statistics, so they can monitor and review hospital performance, healthcare KPIs and patient satisfaction.
Self-Service and Prescriptions
Going forward, people will be able to track their health and activity data via wearables and then share that data with their healthcare professionals. This real-time tracking and communication will assist with medication management and adherence, which would dramatically improve health outcomes. This would also allow for the automation of prescriptions based on a data-based medical assessment, saving extensive amounts of time and resource.
Digital Patient Experience will deliver enormous efficiency gains in offering health support to those in remote areas, suffering from chronic illness, people who struggle with mobility, and out-patients who need ongoing support, physiotherapy or advice. Tools such as health telematics, video content, and webinars can be deployed to offer valuable information and assistance.