Patient experience is more important than ever. As the healthcare landscape shifts toward consumer-directed healthcare, where patients are taking charge of their care. It was a central theme of TextExpander’s Telehealth Summit.
“We’re in an age of consumer-directed health care…It’s not us focusing on the consumer; it’s realizing the consumer is now in charge,” says Glen Tullman, CEO of Transparent.
This transformation marks what Tullman calls “the experience era,” where technology enhances every aspect of our lives, including healthcare. “In every area, we’ve used technology to create a new kind of consumer experience, and healthcare—or as we like to say, health and care—is really the last frontier for using technology to create a new kind of consumer experience,” Tullman explains.
The rapid adoption of telehealth during the pandemic exemplifies the shift from traditional healthcare models. Telehealth is available almost anywhere, increasing from a 3% penetration before the pandemic to 100% during it. Today, it’s stabilized at around 30%.
Despite its benefits, Tullman notes, “Telehealth alone isn’t going to solve all of our challenges.” The focus is now on integrating various digital tools to provide comprehensive care, enabling patients to access specialized technology for their needs without solely relying on telehealth platforms.
Improving patient experience is paramount in modern healthcare. Dr. Danielle K. Miller, The Pivot Nurse, highlights the importance of patient engagement and communication: “Active participation in the patient’s own health care… leads to better health outcomes because patients feel like they have a say in their care.”
Miller explains that effective communication among healthcare team members is also crucial. It enhances patient care by decreasing the risk of miscommunication and streamlining processes.
Dr. Miller adds, “Technology plays a huge role in enhancing patient experience… but also not losing that human touch that is the essence of healthcare.”
Ultimately, digital health tools aim to provide more efficient, personalized, and patient-centered care. Real-time updates and shared access to patient records across platforms improve care delivery and ensure everyone is informed with the same data. As Tullman concludes, integrating digital tools into healthcare can significantly enhance patient experiences and outcomes, putting patients back in charge of their care.
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Challenges with the current healthcare system
The current healthcare system is plagued by complexity and cost issues, impacting both individuals and businesses. Tullman highlights the broader economic implications: “If you think about healthcare today, it’s not just a question of what the experience is for all of us. It’s also a business question. Health care costs are stifling both investment and innovation for business and for government.”
Notably, companies like GM and Starbucks spend more on healthcare than on their primary products, underscoring the financial burden. Additionally, the high cost of healthcare is a major concern for Americans, often leading to bankruptcy. Tullman explains, “Health care is the number one cause of bankruptcy in the United States… because people don’t understand what healthcare will cost them.”
Innovation in healthcare faces significant cost and access barriers. Dr. Miller notes, “The challenges of innovation, of course, are costs. [So much of this] is still new, within the last 5 to 10 years, and it’s super expensive.” Moreover, access to technology still remains inequitable.
Dr. Miller adds, “We also must consider who has access to that technology. Even in 2024, you think everyone has a smartphone. That’s not an accurate statement.” These factors contribute to the healthcare system’s overall complexity and inefficiency.
A consumer-focused approach is essential to addressing these challenges. By prioritizing the patient’s experience and leveraging technology, the healthcare system can become more efficient, accessible, and patient-centered.
Innovative solutions for consumer-directed healthcare
Movers in the healthcare space aren’t taking these challenges lying down. Here are some examples of how healthcare luminaries are tackling them.
Examples of consumer-directed platforms
Healthcare is evolving to create a more consumer-directed experience through innovative platforms. Tullman explains, “In every area, we’ve used technology to create a new kind of consumer experience, and healthcare is really the last frontier.”
This future is already here, with new models emerging to simplify healthcare transactions. For example, platforms like Progeny help streamline complex processes such as fertility treatments by providing direct access to necessary resources without additional steps.
Tullman envisions a future where these platforms guide patients through their care journey, offering specific services like finding a local Spanish-speaking doctor with available appointments.
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The role of technology in empowering consumers
Technology plays a crucial role in empowering healthcare consumers by enhancing accessibility and control over their care. Tullman emphasizes that technology “puts us back in charge of our care,” making complex systems simpler and more manageable.
Generative AI and other advanced technologies like TextExpander can decrease the risk of errors by ensuring all healthcare team members have access to the same up-to-date information, as Dr. Miller points out. This reduces miscommunication, especially among multidisciplinary teams, and supports a more efficient and effective care delivery process.
Overview of digital health tools
Digital health tools such as patient portals, mobile apps, and TextExpander are transforming patient engagement and care. Dr. Carlene MacMillan, Chief Medical Officer at Osmind, highlights the use of measurement-based care tools sent via patient apps, which can be reviewed between sessions for continuous monitoring.
Dr. Miller discusses the importance of maintaining effective communication through these technologies without losing the human touch. These tools enhance patient experience by providing access to personal health information and facilitating direct communication between patients and providers, thus improving overall care engagement.
Benefits of these tools for patient engagement and care
The integration of digital health tools offers significant benefits for patient engagement and care. Dr. Miller notes that these technologies help maintain high patient engagement and satisfaction, which is crucial for effective healthcare delivery. They also contribute to long-term operational efficiencies and improved patient outcomes by streamlining workflows and reducing costs.
Shared access to patient records across platforms ensures that everyone involved in a patient’s care is informed and coordinated, leading to better health outcomes and a more seamless care experience.
Case Study: Transcarent
Transcarent is at the forefront of transforming healthcare by leveraging advanced technologies to create a seamless, consumer-directed experience. Tullman envisions a future where healthcare transactions are as simple as a Google search, powered by generative AI. He explains, “Think about care in 60 seconds, 24 hours a day being able to access a physician, think about care wherever you are.” Transcarent offers a user-friendly mobile platform to make this vision a reality, ensuring that all healthcare needs are accessible through a single device.
The process begins with a straightforward query on the app, which then guides users through their entire care journey. Tullman describes this approach: “This will step you through that care journey. And it gets right down to the very specific aspects of finding a doctor who speaks Spanish, who is local to you and near your house.”
This detailed and personalized assistance demonstrates Transcarent’s commitment to making healthcare more accessible and efficient. By integrating tools like TextExpander, Transcarent enhances the efficiency of these transactions, enabling a smoother user experience.
Transcarent’s innovative approach offers significant benefits for consumers by simplifying and enhancing their healthcare experiences. Tullman highlights the convenience of having all necessary healthcare information and services available on a mobile device, accessible at any time. This model allows users to quickly find and book appointments with local healthcare providers who meet their specific needs, such as language preferences.
Generative AI plays a crucial role in this transformation, making healthcare transactions intuitive and user-friendly. “Imagine this as a company that can, for the first time, actually take you all the way through the entire transaction,” Tullman says, emphasizing the comprehensive nature of Transcarent’s services. By removing barriers and streamlining processes, Transcarent empowers consumers to take control of their healthcare, improving satisfaction and outcomes.
In summary, Transcarent’s use of advanced technology and a consumer-focused approach exemplifies the future of healthcare. Their platform provides accessible, efficient, and personalized care, demonstrating how digital tools can revolutionize the patient experience. As Tullman concludes, “This is what the future looks like,” indicating that such innovations are not only possible but already underway, setting a new standard for healthcare delivery.
AI and personalized healthcare
Artificial intelligence (AI) is revolutionizing healthcare by personalizing patient care and simplifying complex processes. Tullman highlights the transformative potential of generative AI: “Generative AI, while complex in itself, is actually going to simplify everything.” This technology empowers both doctors and patients, providing access to comprehensive information and enabling more informed decision-making.
As Tullman puts it, “What we’re really going to do is empower our doctors and empower every one of us, putting us back in charge of our care.”
AI’s ability to analyze vast amounts of patient data allows for highly personalized care plans. Dr. Miller notes, “AI and machine learning have a great opportunity to do some really cool personalized care delivery plans because it’s pulling all of this information from every patient and all of their history.” By integrating AI with traditional healthcare, providers can offer more tailored treatments, improving patient outcomes and satisfaction.
Examples of personalized healthcare solutions
Personalized healthcare solutions powered by AI are already making significant impacts. For instance, Tullman describes a future where AI can guide patients through their care journey, helping them find specific services like local, Spanish-speaking doctors with available appointments. This level of detail and personalization is crucial for improving access to care and ensuring that patients receive the right services at the right time.
Mount Sinai’s use of AI illustrates another effective application of this technology. By leveraging AI algorithms, Mount Sinai can pull comprehensive data from electronic medical records to assign risk scores to patients. Dr. Miller explains, “Every patient gets a score based on AI algorithms, which is then reported to the provider and nurses, indicating if the patient has a greater chance of any falls or risks so they can take appropriate actions.” This proactive approach helps healthcare providers address potential issues before they become serious, enhancing patient safety and care quality.
AI’s integration into healthcare is setting the stage for a more personalized, efficient, and patient-centered system. By harnessing the power of AI, healthcare providers can deliver tailored care plans that address individual patient needs, ultimately leading to better health outcomes and a more satisfying healthcare experience.
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The role of social media and mobile apps in patient engagement
These days, it’s almost expected that patients have smartphones in their pockets and social media profiles, which opens increased options for patient engagement.
Importance of patient engagement
Active patient engagement is crucial for better health outcomes. Dr. Miller emphasizes, “Active participation in the patient’s own health care… leads to better health outcomes because patients feel like they have a say in their care.”
This engagement increases patient satisfaction and reduces healthcare costs as patients feel more involved and heard by their providers. Effective communication, supported by technology, ensures everyone on the healthcare team has the same, up-to-date information, reducing the risk of miscommunication and errors.
Role of social media and mobile apps in healthcare
Social media and mobile apps play a significant role in enhancing patient engagement. Dr. Miller explains, “Are you sharing health tips and educational content on things that may be pertinent to your patient population?” Social media can be used to:
- Share health tips
- Facilitate support groups
- Engage with patients of all ages
Mobile apps, on the other hand, support patient education and engagement by providing accessible information and enabling direct communication with healthcare providers. This technology helps create personalized care plans and allows for easy follow-up via digital platforms.
Benefits of social media for health awareness
Social media platforms are effective tools for raising health awareness. Dr. Miller highlights, “You can raise awareness about some of the health conditions that your patients are facing in your community, things like heart disease and diabetes.
By sharing understandable health information and discussing treatment options, healthcare providers can educate both patients and their families. This approach ensures that health information is accessible and helps address specific health challenges within the patient population.
Strategies for effective use
To effectively use social media and mobile apps, healthcare providers should focus on creating engaging and educational content. Dr. Miller suggests leveraging social media for:
- Patient engagement
- Community support
- Health awareness
Providers should ensure that the information shared is understandable and relevant to their patient population. Additionally, mobile apps can track patient engagement and help create personalized care plans. This enhances the patient experience by giving them access to their own health information and facilitating continuous communication with their healthcare team.
Benefits for patient education and engagement
Mobile health apps provide numerous benefits for patient education and engagement. Dr. Miller notes, “If you use mobile apps to support your patient education and engagement… you can look at the engagement scores on those platforms to see how your patients are engaging with the technology.”
This data helps create personalized care plans and follow-ups, enhancing patient experience and engagement. By having access to their own information, patients feel more involved in their care, leading to better health outcomes and increased satisfaction.
Challenges and considerations
Let’s explore the barriers to digital engagement in the patient experience.
Addressing privacy and security concerns
One of the primary challenges in integrating digital health tools is ensuring the privacy and security of patient data. Dr. Miller highlights the importance of protecting against breaches: “We’ve all heard about all the HIPAA violations and the hackers that are coming into the system… what are we doing to ensure that there’s data security and interoperability among systems?”
Streamlining technology can also enhance patient care by reducing the time healthcare providers spend on administrative tasks, thereby increasing the time available for patient interactions. Dr. Miller notes, “If we can streamline a lot of the technology that we use… that gives us more time to spend with patients.”
Moreover, effective use of technology can decrease errors through improved communication and up-to-date information sharing.
Ensuring equitable access to digital health
Equitable access to digital health tools remains a significant challenge. Dr. Miller points out that not everyone has access to smartphones or virtual healthcare platforms, even in 2024: “We also have to consider who has access to that technology.”
Addressing this issue requires healthcare providers to meet patients where they are, potentially through expanded clinic hours or grassroots efforts to ensure technology reaches underserved populations.
Dr. Miller emphasizes the need for equity in care access: “We have to look at what are we doing to ensure that there’s equity in care access to leverage the technology.”
Maintaining human touch in digital interactions
Maintaining the human touch in digital healthcare interactions is essential to preserving the essence of healthcare. Dr. Miller observes that patients often feel overlooked when providers are focused on their computers: “Sometimes I feel—and I’ve heard studies that patients feel like… we’re not looking at them. Are we really hearing them or listening to them?”
To address this, it is crucial to balance the use of technology with personal interactions. Tullmans adds, “What we’re really going to do is empower our doctors and empower every one of us putting us back in charge of our care, saying, ‘I want information.’ And when I want to talk to a human, I’ll ask to actually talk to a human.”
Effective communication and the use of actionable data can improve patient outcomes while ensuring that patients feel heard and cared for.
Conclusion: Improving the patient experience
The patient experience is evolving rapidly, driven by advances in digital health tools and consumer-directed healthcare models. Patients now expect more personalized, efficient, and accessible care. This shift is transforming how healthcare providers interact with and engage patients, placing a greater emphasis on active patient participation and the use of technology to enhance care delivery.
Future trends in digital health
Looking ahead, digital health will continue to innovate and shape the healthcare landscape. Key trends include:
- The increasing use of AI to personalize patient care
- The integration of mobile apps and social media for patient engagement
- The ongoing efforts to ensure equitable access to digital health tools
Technologies such as generative AI and TextExpander will simplify healthcare transactions, while comprehensive platforms will provide seamless, end-to-end care experiences.
The future of consumer-directed healthcare
The future of healthcare is firmly rooted in a consumer-directed approach, where patients are empowered to take charge of their own health. This model leverages advanced technologies to create a more engaging and satisfying healthcare experience. As Tullman notes, “What we’re really going to do is empower our doctors and empower every one of us in putting us back in charge of our care.” By prioritizing the patient’s experience and harnessing the power of digital tools, healthcare providers can offer more tailored and responsive care.
Key takeaways for healthcare providers
For healthcare providers, embracing digital health and consumer-directed models is essential for staying relevant and effective. Key takeaways include:
- Enhance patient engagement: Use social media and mobile apps to share health tips, facilitate support groups, and provide direct communication channels.
- Ensure data security and privacy: Implement robust security measures to protect patient data and maintain system interoperability.
- Promote equitable access: Address disparities in access to digital health tools by meeting patients where they are and ensuring technology reaches underserved populations.
- Maintain the human touch: Balance technology use with personal interactions to ensure patients feel heard and valued.
- Leverage AI responsibly for personalized care: Leverage AI and machine learning to create personalized care plans and improve patient outcomes.
By focusing on these areas, healthcare providers can improve patient satisfaction, enhance care quality, and reduce costs, ultimately leading to better health outcomes in the evolving landscape of digital healthcare.
