In this episode of Talking HealthTech, guest speakers from Genesys, including Jenny Reichard, Tim Deveson, and Julian Tass, dive deep into the transformative potential of modern communication platforms in healthcare.
They discuss the shift from outdated communication methods to digital-first solutions and how this evolution enhances patient journeys and operational outcomes. During the episode, the speakers stressed the importance of modern communication platforms enabling a seamless information flow. This shift improves operational efficiency and empowers healthcare providers to offer personalised care.
This session was recorded at the Talking HealthTech Winter Summit held on the 29th of August 2024, which brought together key people from the ecosystem in a live virtual event where participants in the chat shaped conversations.
Embracing Innovation in Healthcare Communication
The healthcare industry is undergoing a significant transformation driven by digital innovation. Jenny Reichard, Senior Industry Executive for Healthcare at Genesys, highlights the importance of seamless communication transitions across multiple channels like phone, chat, and SMS.
This particularly benefits non-native English speakers and international students, allowing patients to communicate complex healthcare scenarios in their native language. Providing patients with the ability to communicate in their preferred language can vastly improve their healthcare experience, especially in intricate medical situations.
Improving Patient Experience Through Digital Tools
Julian Tass, Solutions Consultant at Genesys, advocates embracing change to enhance the patient experience. He points out that leveraging contextual information can significantly improve healthcare efficiency. According to Julian, moving away from old habits is crucial for embracing newer, more efficient methods. Contextual information is key to transforming patient interactions. Its about improving not just the experience but the outcomes as well.
The Vital Role of Omnichannel Engagement
Tim Deveson, Account Director for Healthcare at Genesys, elaborates on the significance of omnichannel engagement in healthcare, which includes utilising voice, digital, and social media channels. Delivering data contextually and integrating patient records across these channels can enhance patient outcomes and adherence by 20-30%. He notes a growing preference among patients for non-voice channels, such as social media, for interaction.
By effectively managing communications and data routing, platforms like Genesys interface smoothly with major systems such as EMR and CRM, ensuring no information is lost during transitions.
Empowering Healthcare with Modern Communication
Host Peter Birch brings up the growing trend of using digital communication tools in the mental health and aged care sectors. He discusses the benefits of anonymity and immediate communication, particularly in mental health support. Pete also highlights the importance of web chat for aged care coordination, often managed by family members and the seamless transition between chat and voice for enhanced support.
Balancing Anonymity and Data Needs
Balancing patient anonymity with the need for comprehensive data sharing is a perpetual challenge. Ensuring that patients feel secure while providing healthcare providers with necessary information is crucial. Addressing consumer concerns about data privacy and alignment with practical healthcare delivery solutions requires a delicate balance.
Working with Australia's largest mental health call centre highlights the complexities of providing care to anonymous callers. The growing reliance on digital channels is essential for reaching younger generations, who tend to avoid phone calls. These channels are more than just convenient; they serve as crucial lifelines for individuals in crisis who may not engage with traditional methods of seeking help.
Challenges and Opportunities in Healthcare Communication
Despite the evident benefits, transitioning to modern communication systems has its share of challenges. Electronic discharge summaries, for instance, can be challenging due to inconsistent data formats and lack of standardisation.
In industries like healthcare, where risk aversion is prevalent, transitioning to new technologies is often most effective when done incrementally. Critical pain points include patient experience and information delivery, denoting that customer priorities can vary significantly. It's about making gradual improvements that collectively lead to significant advancements.
Global Perspectives on Digital Health
The speakers also touch on global perspectives, noting how different regions address healthcare challenges through digital solutions. This international outlook enables them to identify best practices and innovative approaches that can be adapted and applied across various healthcare settings.
Telehealth and telemedicine, for instance, have emerged as crucial components of modern healthcare, offering solutions to challenges like access and quality of care. The versatility of these digital tools makes them adaptable to various healthcare systems, whether for-profit, state-sponsored, or in regions with limited healthcare infrastructure.
The Integration of Speech-to-Text Analytics
Advanced features like speech-to-text analytics are essential for improving patient experience and operational efficiency. These tools can help healthcare providers better understand patient needs, streamline communication, and deliver more personalised care.
As healthcare organisations continue to adopt digital strategies, the role of modern communication platforms will only grow in importance. Healthcare providers can ensure a better patient experience and improved health outcomes by leveraging advanced technologies and innovative approaches.
The Path Forward in Healthcare Communication
Advanced analytics tools, consistent practice, and a collaborative approach to technology integration offer valuable guidance for healthcare professionals. The emphasis on integrating modern communication platforms, addressing interoperability challenges, and adopting incremental changes can help healthcare organisations navigate the complexities of digital transformation.
As the healthcare landscape continues to evolve, embracing these innovations will be key to unlocking the full potential of healthcare delivery. The insights shared in this episode of Talking HealthTech provide a roadmap for healthcare professionals and organisations looking to enhance patient engagement and improve operational efficiency.
Keep an eye out for the details of our Spring Summit happening in November of this year. For more information, go totalkinghealthtech.com/summit.