For the longest time, “personal finance” was anything but personal.
Consumers had very little insight into or control over important things like their savings and investing. Most of their financial decisions and information were in the hands of bankers or wealth managers.
But technology ushered in a power shift. Suddenly, people could do things like make trades, track their spending, and chart their financial future on their own terms. It was about more than just convenience. It was about wresting control from an institution and developing a healthier, more independent relationship with their money.
Healthcare, however, hasn’t followed the same trajectory. Despite advances in everything from care plans to patient records, most technological innovation hasn’t been focused on patients having a more active, hands-on role in their own health.
As a result, healthcare remains one of the last places where people still don’t feel in control of their outcomes. And they want to. The good news: their hospitals and other healthcare providers can help.
Easier Access = Greater Control
One way to give patients more control over their care is by breaking down the walls that separate them from their providers.
Telehealth visits, for example, initially emerged as a necessary response to the pandemic but in many places have become an integral piece of the care puzzle. Providers continue to appreciate the convenience, flexibility, and cost savings these visits offer. Patients, meanwhile, aren’t as beholden to a rigid schedule of in-person appointments for routine care.
That shift makes room for doctor’s visits amid the soccer practices and grocery runs that define a typical week. It might also offer a cheaper alternative to an office visit. And maybe it’s a less stressful way to interact with the doctor.
By giving a patient easier, more convenient access to their doctor, telehealth is technology that also provides them with a more active role in their own healthcare journey. And for a patient trying to manage their health amid rising costs and increasing uncertainty, that greater sense of control can provide a meaningful boost to their sense of trust and security.
Removing Patient-Provider Barriers: Tech to Simplify, Streamline, and Recommend
Of course, technology has only continued to march forward. And patient expectations have continued to rise in kind. As they see the opportunity to take more control over other aspects of their lives – from finances to shopping to entertainment – they want the same dynamic from their healthcare provider.
What other hurdles do patients face when it comes to their healthcare? Hospitals and other providers should be asking that question as they look ahead to the next developments that will have a direct impact on patient access and experience, such as…
- AI-powered agents that can explain a doctor’s orders for the patient, saving time and reducing potential confusion on both sides of the equation. Just as ambient note-taking has given doctors more time to engage in deeper conversations with patients, a similar summary can help patients be better educated about their own health heading into and out of visits.
For example, instead of having two visits centered on lab work – one to order the tests and another to explain the results – maybe that second appointment can be replaced by a summary of the readings and what they mean.
- Smart scheduling apps that bring all of a patient’s data together in one place to help coordinate and display upcoming physician visits, follow-ups, care plans, and prescription regimens. Instead of having to call the office to confirm or get an explanation of the doctor’s instructions, that information can be available in real time, all the time.
- Proactive communication outreach that can anticipate a patient’s needs and make recommendations based on data gleaned from past appointments or their wearable devices. For example, a spike in blood sugar readings from a patient’s glucose monitor might trigger a reminder of their doctor’s most recent diet or exercise suggestions to keep those numbers under better control.
Like telehealth, the goal of these emerging technologies is to remove some of the common barriers embedded in the healthcare process for patients. When they have better access to information and insights, patients will be able to take a more active role in their own care.
Making Greater Control a Reality
In order to make any of these opportunities a reality, however, hospitals and healthcare providers need to first understand the potential roadblocks standing in the way of this next wave of development. And they need to figure out how to get past them. Some of these challenges include…
- Regulatory issues: As with most things in the healthcare world, regulation related to AI and other technology advances is a major consideration. This is where providers need to work closely with their software partners – ideally, ones that are familiar with the regulatory landscape – and have relevant restrictions built into their systems.
- Data usability: None of the ideas to give patients more control will work without good, clean data. That’s why providers need to focus on cleaning and organizing their data to ensure that it’s portable, interoperable, and unified across the many different touchpoints of the healthcare ecosystem. This can be a tall task, as much of the data in that system is currently fragmented and siloed.
- Patient trust: Particularly when it comes to their healthcare, consumers will only embrace a new app or AI agent if they have complete trust in what it’s telling them. In other words, they need to see it as an extension of their provider. That means it’s important to educate patients on how the technology works and how it will benefit them – something a trusted figure like their doctor can help with.
Healthcare Is the Final Frontier of Consumer Control
Consumers have bought into the data revolution. They’ve seen how technology has given them greater control over everything from the way they manage their finances to how they choose their next car. And now they want that sense of control in their healthcare experience.
The good news is that the data that can help patients clear their healthcare hurdles and get greater access to their care is out there. The question is whether hospitals and other providers are prepared to take advantage of the opportunities that data affords.
Those that move quickly – and manage the challenges wisely – will be at the forefront of the healthcare system of tomorrow. Those who don’t may find themselves stuck in the past.
About Jaeson Paul
Jaeson Paul is the Head of CX at CI&T. CI&T partners with the world’s largest pharmaceutical, consumer healthcare, and medical device manufacturers to create better experiences for patients and healthcare professionals.
