Background

According to the NTT DATA services survey, 59% of the healthcare consumers want an improved customer centric experience with the use of the latest digital technologies.

The integration of the digital technologies in the everyday lives of the consumers have led to the latent need of the improvement of the customer experience in the Healthcare industry. Following the same need, we have 80% of the Healthcare organization investing in the latest trends used to improve the customer experience.

The investment patterns have revealed major trends in the cultural transformation of the traditional healthcare delivery systems. The trends are the Advent of AI, Advances in Analytics, Intelligence of IoT and Extended Reality.

Digital Health

The concept of using technology to improve a patient’s health is digital health. The digital tool and technologies can be used anywhere across the patients journey and have an impact on it. These technologies include wearables, gadgets, mobile applications etc.

Advances in Analytics

The diverse offerings of Analytics works on the sole fuel of data. The capture of information at critical touch points in a patient’s journey is essential to improve and personalise user experience. The personalised experience in the Healthcare delivery systems is the most important dimension for improvement. Delivery of this personal experience to millions of individual healthcare consumers is possible through the power of Analytics. Analytics can help derive and predict the consumer preference and need at each step of the journey.

As we see it, an Analytics driven platform can help improve the patient experience under five broad categories.

  • Individual Predictions

The Analytics platform hosts a plethora of data sources from sensor data to data from IoT devices etc. On combining the sources, we have seen the platform provide predictive insights on the doctor visits schedule, the diagnosis, patient health and various other important aspects on a personal and individual level. This not only helps the patients but also providers to help allocate succinct resources.

  • Personalized Communication

With the rising complexity of care, a patient has multiple touch points and contacts with several organizations part of the healthcare delivery chain. These are the payers, providers, pharmacies etc. It is imperative for the patient to keep track of all schedules, visits etc. Thus, an analytics platform can help a patient remind of specific appointments, due dates and information that is useful for him and can ensure complete personalized care.

  • Quality of Care

Manufactures in the healthcare delivery systems have also utilised the combination of Big-Data and analytics to help discover drugs through Next Generation Sequencing (NGS) for individuals. This helps improve the quality of treatment but also advances in the medical field.

  • Lower Cost

The ever rising cost of healthcare delivery is concerning for the consumer and major determinant in the experience. Using analytics in different parts of the value chain the reduced cost from multiple stakeholder management, drug development, inventory management, distribution channels, profitable plans etc. eventually passes down the chain to the healthcare consumers.

  • Response Time

With the advancement in the communication channels and technologies, an Analytics platform helps services across the delivery system complete with efficient and faster routes. This saves a lot time and is another value add to the experience of the consumer.

Author:

Harsh Khanna Lead Consultant

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