In early October, we had the privilege of sponsoring, attending, and leading sessions at the Becker’s Health IT + Digital Health + RCM Conference, where industry leaders gathered to discuss innovative ways to improve healthcare through technology. ECG partner Asif Shah-Mohammed moderated a compelling session focusing on how technology can enhance patient engagement. Here are three key takeaways.
1. Smart Use of AI
Artificial intelligence (AI) was a hot topic, but the message was clear: use AI wisely. Rather than chasing after every AI solution, determine which specific problems you want to solve with AI and focus on how it can meaningfully improve your patients’ and providers’ experiences. Regardless of which solution(s) you deploy, you need to make AI work for you—not the other way around. In that respect, it is no different from operationalizing any other technology enabler. And remember—while AI excels at routine tasks, it cannot replace the human touch in patient care.
2. Creative Technology Solutions
So how have our panelists used technology to creatively and effectively solve common problems in everything from patient access to hospital stays? Our panelists had plenty of valuable advice, but here are some highlights:
- Wearables: Some hospitals use smart devices to track sleep and monitor patients continuously. For patients who have ever been told to “rest up” while getting bombarded in the middle of the night with blood pressure checks, this is stay-altering. It also means that medical staff can more accurately predict an oncoming stroke and other critical medical emergencies.
- Biometrics: Certain EHR patient portals are now offering secure sign-ins through fingerprints or face recognition to simplify access for patients. No more hunting for passwords, calling customer service, or navigating a storm of multi-factor authentication (MFA) emails to reset your password.
- Real-Time Surveys: Patient experience feedback is typically collected after the experience is over, either at the end of the stay or sometimes weeks later. On-the-spot quality checks can be used to gather real-time feedback on a patient’s stay, making speedy resolution possible. In one hospital, patients were asked to provide a one-to-five-star rating, and anything less than a four would prompt a comment box where they could provide feedback or express dissatisfaction (e.g., they did not receive a food tray, need bed linens changed). These quick check-ins and swift resolution made patients feel more cared for (and that their concerns were being heard).
3. More Efficiency, Less Paperwork
Improving the patient experience can also make staff more efficient.
- Digital Paperwork: Sending financial clearance and consent forms electronically saves time.
- Online Intake: Patients can answer questions before their visit, speeding up the process.
- Intelligent Message Routing: With technology, one hospital discovered that first-contact resolution only occurred in 2% of instances. The hospital improved this with thoughtful workflow mapping into an algorithm that guided message senders and receivers to the right place at the right time.
Bottom Line
The key takeaway? Use technology to solve real problems. Whether it’s getting patients what they need—efficiently and without human intervention—or connecting them to the right person quickly, the goal is to make healthcare delivery as seamless as possible for everyone.
As healthcare leaders think about how to apply these ideas, remember ECG is here to help. From picking the right technology tools and vendors to improving how patients access care, we’re ready to support your journey in making healthcare better through smart use of technology.
Panelists:
- Bryan Graven, CIO and Executive Director of Information Services, Eastern Connecticut Health Network
- Jeri Koester, CIO, Marshfield Clinic Health System
- Jeffrey Sturman, Sr. Vice President and CIO, Memorial Healthcare System
- Kristen Sumrall, Assistance Chief Nursing Officer, HCA Florida Northwest
- Asif Shah-Mohammed, Partner, ECG Management Consultants
Learn More about our Digital Health Services
Learn More
Edited by Matt Maslin
