INFORMATION TECHNOLOGY
ARTIFICIAL INTELLIGENCE ENABLED PATIENT EXPERIENCE Implementation of AI in solving problematic healthcare challenges at various touch points of patient experience is an upgrading and effective tool in healthcare management. Improving patient experience clinically and personally has always been a key goal for the healthcare team. Today, AI is widely used clinically in terms of diagnosis and in management of the treatment. In future, with AI enabled services, every decision maker in the Healthcare chain will be better-informed, reducing the loopholes and leading to better patient outcomes. R B Smarta, Chairman & Managing Director, Interlink Marketing Consultancy Pvt. Ltd
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ot has been written on how to work for improvement in patient experience, how to engage patients, how to improve patient satisfaction, or how to apply lean management in emergency situation. Today’s COVID-19 pandemic situation has made us think and take all possible actions that would help us to save as much as lives we can. It was beyond our imagination to break the ceiling and think of various solutions available around the world and apply the best fit to save people. It is available with the help of Artificial intelligence technology. The COVID-19 outbreak has disrupted the entire healthcare industry. It has lead to a stressful, unprecedented healthcare crisis that no one thought
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of. As healthcare redefines itself, patient experience is what will guide the industry towards right direction in future.Imagining today’s situation without digitisation would be kind of black and white movie. Digitisation is no more optional, it is the requirement of a bright future. Artificial intelligence (AI) at patient’s service
With increase in health awareness, the competitive business in healthcare sector has boomed. Experienced health providers and executives are aware of the fact that retaining the existing patients and attracting new patients via referrals, advertising or other ways of marketing is a challenging process.
IS S UE - 49, 2020
Over-advertising also leads to reducing brand value, so an optimum way has to be carved out to have a good going. And one of the ways to carve out a positive way ahead is by providing valuable service leading to positive patient experience. Managing the processes at hospital is challenging; to have a better control, we should focus on optimising patient experience touch points.Touch points are the interaction or contact spots between a healthcare provider and patient. So it starts with a basic step of marketing whereby your patient gets to know about your service, with intermittent steps of treatment till the follow-ups of the patient recovery process. So it’s a short or long process depending on the illness, with many loopholes in management. These loopholes are sometimes invisible to a healthcare provider, but can be easily traced by a patient. Thus, optimising the patient experience parameters by means of touch points eases out the process. Four ways of enabling patient experience with AI
Let’s look at few AI-enabled services that are applied by some of the hospitals. 1. Real-time health monitoring: This is an innovative and highly alert system like the ones used by air traffic systems. This technology is used by some
