The big patient experience investment to thrive in the future: 4 execs weigh in

Telehealth has actually likewise increased in the previous six months and combined with renewed drive towards interoperability, its much easier for patients to shop for their care and the health care landscape is ending up being more competitive. At the Beckers Healthcare Patient Experience + Marketing Virtual Forum on Sept. 2, a panel of development and patient experience leaders talked about how patient expectations are changing amidst the pandemic.

The pandemic has sped up consumerism trends in health care and patients more than ever are counting on digital innovations to handle their care.

The panel consisted of Adrienne Boissy, MD, chief experience officer of Cleveland Clinic; Peter Kung, vice president and chief innovation officer of SCL Health in Colorado; Stacey Parkin, primary client experience officer at MultiCare Health System in Washington; and Ghazala Sharieff, MD, chief medical officer of severe care and clinical excellence at Scripps Health in San Diego.

Below is an excerpt from the discussion. Click on this link to view the entire panel as needed.

Keep in mind: Responses were modified slightly for clarity and length.

Q: What is the biggest opportunity for investment to increase patient experience in the future?

Yes, keep the digital innovation going but were going to require to hand hold our patients much better than we have been doing and help them get through this.

The worldwide financial market is changing. Regrettably, there are services closing but there are also services trying to find more chances and theyre wanting to healthcare. To the degree that they can find technology that makes it easier for our patients and provides a better experience, a much better medical outcome, those are the important things that I think deserve investing in the future.

Dr. Adrienne Boissy: I desire to also simply comment that in a sea of technology options, if I had to double down on something, and something Im investing a lot of time on now, it would be deeply comprehending who we serve. You understand, innovation applied en masse, doesnt work for the populations we most require to reach right now. Taking the time to invest in understanding both the clients that you serve, who are they?

Peter Kung: Digital is having a spotlight and it need to because like other markets it requires to go under that improvement however, again, it cant degenerate into simply the innovation. Thats not the service. It empowers everything else.

I think weve been talking a lot about digital innovation, which is wonderful but what Im seeing is that people require more help navigating the health care system. My daughter simply had an examination and simply how do you get where you require to go and who do I call?

We have trust with our patients. I think different health systems require to take advantage of that. They experienced the speed at which they could change throughout the pandemic and now its a time to double down and develop that trust so it offers what we ultimately desire: lower cost, better experience, better outcomes.

Understanding their choices around access and trust and what compassion feels like for them is an area I really do not know that weve invested enough time in. We have an opportunity to use the same concepts to our own individuals. We must apply that interest and curiosity to our own individuals as well as the clients we serve.

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We need to truly be providing that to more clients, so thats my objective. Yes, keep the digital innovation going however were going to require to hand hold our patients much better than we have actually been doing and assist them get through this.

We do have that and I think we should start putting our financial investments into really engaging, improving and boosting that trust.

Taking the time to invest in understanding both the patients that you serve, who are they? We should use that interest and interest to our own people as well as the patients we serve.

I think that those things that are going to allow it to be easier for patients to gain access to care, thats going to make it more smooth for them, that does not increase their stress and anxiety when they go to get care. To the degree that they can discover technology that makes it much easier for our clients and provides a much better experience, a better clinical result, those are the things that I think are worth investing in the future.

Stacey Parkin: The digital transformation is here. The adoption of these tools has actually been great but there is more to come. Im ecstatic about artificial intelligence. Im ecstatic about the things that it provides. We talked a bit prior to about some of the technology that resides in that area. I think that those things that are going to allow it to be easier for clients to access care, thats going to make it more smooth for them, that does not increase their anxiety when they go to get care. I think that those are the areas that I would personally be buying.