Transforming healthcare through an omnichannel approach

Healthcare companies should adopt omnichannel strategies leveraging digital technologies to deliver proactive and real-time patient care.

Jan 09th 2018 A-A+

While most industries are looking to provide a seamless omnichannel experience to their customers, the healthcare industry is a late adopter. But moving forward, the healthcare sector will be compelled to embrace an omnichannel approach to patient care for superior customer experience.

As the healthcare sector transforms digitally there are new efficiencies that hospitals can achieve while significantly driving up staff productivity and delivering medical services more efficiently.

 

Patient care through omnichannel

Omnichannels have the potential to cut down on the number of ambulances rushing to get a patient to the hospital. Connectivity and mobility have the potential to make healthcare become preventive and not reactive.

Today patients go through a harrowing experience while availing medical services. Patients struggle to reach the doctors, as they have to wait in endless queues. Getting tests done in labs and bringing them back to the doctors for diagnosis is also a time consuming affair.  All these mean a loss of time, energy and money for the patient.

It’s this area that an omnichannel approach can help healthcare service providers enhance both staff productivity and customer experience. An omnichannel approach requires healthcare providers to seamlessly connect their digital channels such as their websites and mobile apps with their physical services.

 

Leveraging technology for diagnosis

Currently, patients can simply make a phone call and book an appointment with the doctor. But getting there and meeting the doctor in person is an ordeal. Patients now expect the doctor to be available for a video chat, or Skype talk, discuss health issues and receive advice on prescriptions and tests. This saves time, energy and effort and reduces operational costs for the healthcare service provider. This will also benefit the patients who do not have to commute for an examination.  

Similarly, the patients can interact with lab technicians and fixing dates for tests and delivering results to doctors. Consequently when the next appointment is scheduled both doctors and patients have the results to discuss and take action. A physical meeting with the doctor at the first instance will no longer be a necessity.

Complete engagement with medical professionals is possible as various devices are used to connect to one another. This could also add support to screenings, annual checkups, and further tests and provide an alert on medication needs that need to be stocked from time to time. All these can be made possible with a single healthcare app that can work on various devices. As the patient gets the information and the services at the right time, healthcare will be delivered more efficiently.

Omnichannels have the potential to cut down on the number of ambulances rushing to get a patient to the hospital. Connectivity and mobility have the potential to make healthcare become preventive and not reactive.