Health Care Learning from Other Sectors

Discussion in 'Healthcare Reform Discussions' started by M. DaSilva, Jan 13, 2020 at 1:33 AM.

  1. M. DaSilva

    M. DaSilva new user

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    There are various industries outside of health care that have deployed innovative management techniques, operational practices, or technology to improve their workforce. Industries such as retail, technology and financial services have all come up with innovative concepts that have allowed for improvement within different companies. According to Devine (n.d.), “By implementing innovative ideas that have worked for others, healthcare organizations can provide a better patient experience, lower costs and improve the quality of care.”

    As the development of the digital age continues, the healthcare industry has identified different ways in which to appeal to the patient populations they are looking to attract through the improvement of their digital experience (CMO by Adobe, 2019). The types of optimal experiences that the healthcare industry are currently focusing on creating are providing a transparent outlet for communication to build trust, facilitating the management of healthcare data to reduce patient stress and anxieties, and opening up the relationship between providers and patients to have a more personalized experience that is not only confined to the capacity of the office but transcends.

    Omnichannel experiences is one way in which this can be accomplished providing consumers with unified experiences regardless of how they interact with a business. An example of a retailer which utilizes this method is Target, where that company has combined their consumers’ in-store, online and mobile experiences to allow for seamless shopping. To develop such an experience within the healthcare industry, organizations will require the integration of different digital methods and tools such as patient portals, online patient self-scheduling systems, call centers, virtual consultations, and in-person consultations all together. The ability for patients to access care seamlessly in a more convenient manner will provide a more comprehensive, unified depiction of a patient’s health information (Devine, n.d.). The continued research of omnichannel experiences will assist administrators in the comprehension of online and physical store integration while providing tools to advance customer experiences (Tyrväinen and Karjaluoto, 2019).

    References

    CMO by Adobe. (2019). Healthcare’s next frontier: The omnichannel patient. Retrieved from https://cmo.adobe.com/articles/2019/4/healthcares-next-frontier-the-omnichannel-digital-consumer.html#gs.qwlfby

    Devine, D. (n.d.). 6 Innovations from other industries that healthcare organizations should adopt. Retrieved from https://www.huronconsultinggroup.com/resources/healthcare/innovations-from-other-industries-healthcare-should-adopt

    Tyrväinen, O., & Karjaluoto, H. (2019). Omnichannel experience: Towards successful channel integration in retail. Journal of Customer Behaviour, 18(1), 17–34. Retrieved from https://doi.org/10.1362/147539219X15633616548498