| | May 202119UTLOOKHealthcare Tech CXO INSIGHTSThe Communication Equation: Balancing Technology with Personal Interaction in Healthcare By Leslie Traver, VP of Patient Experience and Marketing, Allied Physicians Group and Adjuvant.HealthWhat were once simple concerns about a medical practitioner's "bedside manner" have morphed into challenges relating to the entire patient communication experience. All business sectors are changing their approaches for communicating with consumers and healthcare is playing catch up. There are now patient engagement companies focusing on everything from two-way text communications to AI which assists in navigating the patient through common questions and the appointment scheduling process. Every healthcare organization is looking for the happy medium between embracing technology - including (AI) that makes interacting with patients more efficient and effective ­ and ensuring the "human touch" is never lost. This duel approach applies to all facets of a medical practice, including everyone from the doctor to each staff member as well as all technology.Your engagement software and phone system, and how you manage patients' data needs to be as service-oriented as your receptionist and staff. Health care managers must employ technology as they would an employee. If you have staffers who work well with each other and your patients, we know that adding a new staff member to the mix may not work. In this case would you jettison that new employee? Should the same be true for your technology? There has to be an understanding of where the machine stops and the human needs to pick up. This balance allows patients to decide when they want to abandon the AI or technology-driven process and move to human interactions. At Allied Physicians Group we constantly remind our staff and practitioners that the parents and guardians of our patients are dealing with stressful situations and shouldn't have any unnecessary or frustrating interactions. Their inquiries must be treated with compassion and concern while at the same time HIPPA and other regulations need to be adhered to, lest any trusts or laws be broken. Ensuring your patients' satisfaction with the communication process while adhering to applicable Leslie Traver
< Page 9 | Page 11 >