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healthcare providers must prioritize patient needs and work to improve their level of care.
FREMONT, CA: Sixty-eight percent of patients believe their healthcare providers should improve their interactions with them. Healthcare delivery is becoming more difficult, and the pandemic and staffing shortages have not helped. On the other hand, patients now expect new levels of transparency in all aspects of their lives—if ride-hailing and food delivery can do it, they expect healthcare to follow suit.
Better patient experiences are frequently associated with improved patient outcomes, such as healthier people and fewer hospital visits. Health systems benefit from improving the patient experience, patients benefit from improving their health, and patients benefit from improved health.
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When successfully integrated, artificial intelligence (AI) can improve these outcomes.
Personalized care: Patients are people, and personalized care and treatment are often associated with a positive experience. Each step of the care journey should be as personalized as possible. When someone enters a hospital, they have the right to know what is happening to them. The use of artificial intelligence can automate detailed and personalized communication - instructions, educational videos, and goals - that is often overlooked in busy hospitals.
In-network loyalty: In-network loyalty and downstream revenue can increase when patients believe doctors and nurses provide personalized and consistent communication. However, each patient reacts differently. Some people prefer a follow-up close to their home, others prefer to minimize their copay, and others prioritize quality over cost. Using AI to optimize your follow-up scheduling based on diagnosis, age, and personal preferences can significantly improve response rate.
Reducing nurse burden: Personalized, AI-assisted communication frees staff to focus on patient physical care. Patients can request room cleaning, food, water, device chargers, and other non-nursing staff members via call buttons that can be programmed. This means doctors and nurses can focus on what they do best rather than being bogged down by minor tasks and ineffective patient education.
The slower evolution of patient experience: Hospital experience needs to catch up to consumer experience in other industries. Based on my experiences founding one personal finance company and another in health tech, research estimates that healthcare is 10-20 years behind e-commerce and consumer tech in terms of usability, interface design, and outdated algorithms.
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