Digital transformation in healthcare: How to improve the customer experience of patients

The digital transformation in healthcare is revolutionizing the way healthcare services are delivered and accessed. With the evolution of digital technologies, healthcare facilities have the opportunity to significantly improve the customer experience of patients.

Digital transformation in healthcare: a necessary change

Digital transformation in the healthcare sector involves the integration of digital technologies in all areas of the healthcare industry, radically changing the way services are provided and managed.

Benefits of digital transformation for clinics, hospitals, and diagnostic centers

In the healthcare field, the benefits of digital transformation are numerous and include:

• Improved operational efficiency: Digital technologies enable process automation and reduce errors.
• Enhanced quality of care: Utilizing digital solutions improves diagnosis and treatment by providing advanced tools for healthcare professionals.
• Improved patient experience: Digitizing customer contact systems can make accessing healthcare services simpler, more intuitive, and more convenient.

How to improve the patient experience: the customer experience of patients

Telemedicine and online consultations

One of the key innovations of digital transformation in healthcare is telemedicine. This service allows patients to consult with doctors remotely, reducing the need for physical visits and improving accessibility to care.

Benefits of telemedicine

• Convenience: Patients can receive healthcare assistance without leaving their homes.
• Time savings: It reduces the time patients spend on traveling to and from hospitals or clinics and waiting in waiting rooms.
• Access to specialists: It facilitates access to specialists who may not be locally available.

Electronic health records

Electronic health records are another crucial element of digital transformation in healthcare. These digital systems store patients’ medical information in electronic format, facilitating access and data management.

Benefits of electronic health records

• Quick access to information: Doctors can immediately access patients’ medical history without having to request paper documents and wait for them. The patient’s entire medical history can be retrieved from a computer or tablet, allowing healthcare professionals to verify the information provided by the patient and any previous treatment paths.
• Improved care coordination: It facilitates information sharing among different healthcare providers, reducing the risk of losing paper documents or incorrectly documenting information.
• Reduced errors: It minimizes the risk of medical errors due to missing or incorrect information.

Patient applications and portals

Mobile applications and online portals are becoming increasingly popular tools for improving the customer experience of patients. These tools offer a range of functionalities that make managing personal health easier.

Key functionalities

• Online appointment booking: Patients can schedule and manage their appointments directly from their mobile devices, selecting the day and time of the visit based on their needs, directly from the facility’s calendar.
• Access to test results and analyses: It allows patients to view their test results in real-time, save them on their devices, and have them readily available, eliminating the risk of losing paper reports.
• Reminders and notifications: It helps patients remember appointments and take prescribed medications. This aspect is advantageous not only for the patient who is guided through the therapy but also for the healthcare facility, which can minimize instances of patients not showing up for their scheduled appointments.

Artificial Intelligence and Machine Learning

Artificial intelligence (AI) and machine learning are playing an increasingly significant role in the digital transformation in healthcare. These technologies can analyze large amounts of data to provide useful insights to both doctors and patients.

Applications of AI in the healthcare sector

• Advanced diagnosis: AI algorithms can help diagnose diseases at an early stage by analyzing a vast amount of data and identifying behavioral patterns.
• Personalized treatment plans: Machine learning technologies can suggest personalized treatment plans based on patient data.
• Administrative automation: AI can automate administrative tasks, freeing up professionals’ time to focus on patient health.

Challenges of digital transformation in healthcare

Data Security and Privacy

One of the main concerns related to digital transformation in healthcare is the security and privacy of patient data. With the increased use of digital technologies, the risk of data breaches also grows.

For this reason, service providers study and implement cutting-edge technologies to protect sensitive information such as patients’ social security numbers, medical records, and payment details. An example:

• Data encryption: it protects sensitive information from unauthorized access. With encryption, even in the event of a data breach, the information remains completely incomprehensible and protected without the encryption key.
• Multi-factor authentication: it enhances the security of access systems, making it more difficult to use brute force methods to access login information to a platform.
• Strict regulations: adopting and following standards such as GDPR and HIPAA for the protection of patient data ensures an adequate level of security.

Resistance to change

Another significant challenge is the resistance to change from healthcare professionals and patients. Implementing new technologies requires training and a change in mindset.

In this regard, various strategies can be used to facilitate the transition:

• Continuous training: providing ongoing training to healthcare professionals on the use of new technologies helps reduce resistance to the unfamiliar medium.
• Patient involvement: educating patients about the benefits of digital technologies can increase the adoption rate.
• Technical support: offering continuous technical support to resolve any issues is crucial in maintaining the opinion of healthcare professionals towards the technologies and their confidence in the success of the digital transition.

Digital transformation in the healthcare sector: an opportunity to evolve

Digital transformation in healthcare offers a unique opportunity to improve the customer experience of patients, bridging the gap between healthcare professionals and the people they need to care for. By transitioning to digital technologies, it is possible to provide patients with a less cold and sterile experience and a warmer and more human experience, especially in moments of great vulnerability.

INGO solutions for the healthcare sector

For the healthcare sector, INGO has developed proprietary management platforms, enhanced by automation and AI, to provide clinics, diagnostic centers, and hospitals with effective multi-channel operations.

Discover all the INGO services for healthcare.