With 80% of Indian healthcare delivery being dominated by private players, Hospitals and Organisations have got into the competition to outperform each other and create a USP or key differentiator. In this race, hospitals put all their resources into getting the latest equipment, modern infrastructure, jazzy website, mobile apps. etc. Boast of patient-centered care, Trust, clinical outcomes. But unfortunately, they lose focus on the most critical or basic customer/patient needs, the ABCD of Healthcare delivery.
ABCD of Healthcare
As a metaphor, ABCD means the most basic or foundational elements, but here it is also an acronym for the 4 important elements of patient care experience and these from the most common areas of patient dissatisfaction.
How can digital intervention help make these process efficient so that it makes the patient experience simpler and easier
1. Appointment and Admission:
Integrating all user acquisition touch points such as websites, social media, call center, mobile app, etc to seamlessly facilitate appointment booking and timely consultation or admission, without the need to fill multiple forms with similar information, redundant processes causing delays.
Hospitals have somehow made this one single process the most complex for the patient, making them brand hospitals has money minded machines. Every business needs to ask money from its customers, but how and when to ask makes a greater difference.
Integrated multipoint billing, self-pay cash kiosks, mobile pay, etc could are few options to easy this out.
3. Clinical Records:
Every hospital nowadays claims to have 100% electronic medical records, high-tech Hospital information system, patient portals and so on. But in reality the quality of data they capture is pathetic, most of the time EMR is just scanned copies added to patient files. Hospitals have to realize the importance of maintaining accurate patient medical records from day 1, along with other obvious advantages the most important advance is to the patient, the doctor can take an informed decision towards the patient’s treatment plan.
This is one of the processes in a hospital which as per protocols has to work fine but never does, it would be hard to find a single patient who was delighted with his discharge experience. Because discharge is linked with multiple other departments/processes, a delay or flaw in one of them will delay the discharge process. Efficient use of HIS and EMR is the key. Handheld connected devices can ensure real-time updating of treatment progress notes, indenting, billing, etc. ideally, the discharge should a single click of a button.
Would be happy to hear your views and opinions