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Healthcare Technology to be Human-Centred

By Planit Testing

INSIGHTS // Articles

28 May 2018

#AI|#Health|#Healthcare

INSIGHTS // Articles

#AI|#Health|#Healthcare

By Planit Testing

28 May 2018

Healthcare enterprises are increasingly using technology to boost clinical outcomes, empower their workforce, and become more human-centred. This is according to Digital Health Technology Vision 2017, which uncovered several key trends that highlight the growing importance for technology for clinicians and service workers to do more with less and deliver a more human experience.

Healthcare Technology to be Human-Centred

These were the top five trends uncovered by the report:

Artificial intelligence

The majority of healthcare executives are excited about the possibilities offered by AI. 81 per cent expect it to forever change the way they gain information from and interact with customers.

Many health organisations (72 per cent) are already using virtual assistants to deliver better interactions with customers. Looking to the future, 84 per cent say it is important to offer their services through messaging bots.

These numbers indicate that providers expect AI to speedily provide them with information and answers, which in turn will allow them spend more time on adding value to the patient experience. While AI will not be a replacement for clinical judgment, it will become an important tool for providing more valuable interactions that a machine could never replace.

Ecosystems and partners

Healthcare organisations are gradually shifting the organisation of healthcare around the enterprise to the patient. To that end, 90 per cent of healthcare executives understand it is important to adopt a platform-based business model and engage with trustworthy digital partners.

Many health executives (78 per cent) already draw an association between competitive advantage and the strength of the partners and ecosystems. As a result, more than half (66 per cent) of health organisations are looking at ways to participate in better digital ecosystems.

The currently fragmented ecosystem can be traced to independent entities, such as hospitals and doctors, typically focusing on the functions within their control. Now, those same independent entities are realising they are often dependent on those who provide services before and after they do, so they need to find a way to work together to meet rising expectations.

Evolving workforce

Healthcare enterprises have traditionally had rigid functional hierarchies. However, the digital revolution is driving a restructuring of corporate economics for 80 per cent of health executives.

Online platforms have ushered an on demand and decentralised way in getting work done by rapidly matching supply and demand. 71 per cent of health executives are already using these on-demand labour platforms, with the same number believing top talent can be attracted and maintained through a strong liquid workforce.

By moving away from rigid hierarchies, healthcare enterprises are able to match supply with demand and adapt as skillsets change. By enabling in-house workers to fill roles throughout the enterprise, organisations can not only reduce labour costs, but also remain relevant.

Human-centric

Most health executives (90 per cent) are seeing a gap between what customers want and need. Just as many (81 per cent) will rely on technology to understand and guide their organisation to where people want to be.

What these results show is that healthcare technology is trending towards becoming more human-centred. By considering and responding to human behaviour, healthcare organisations have an opportunity to transform their relationships with consumers, clinicians and administrators

Understanding what motivates human behaviour will be challenging but ultimately rewarding. For 82 per cent of health executives, this will be a key trait of industry leaders.

The unknown

For many organisation, the digital transformation and future of healthcare remains unknown. 68 per cent of health executives are already seeing their organisations move into new digital industries.

Many health executives (66 per cent) are concerned that the innovations they are working on fall into grey regulatory areas. In response, almost half (42 per cent) have started to self-regulate by joining a consortium.

These numbers indicate a shift is taking place where healthcare organisations are taking responsibility by defining the rules and establishing governance. By working together with regulators, standards bodies, and other stakeholders, the unknown is expected to become clearer and easier to navigate.

The way forward

These trends show that even with the proliferation of technology, we remain at the centre of it. When the people in healthcare use it to improve the lives of other people, both healthcare organisations and society have the ability to transform in positive ways.

We’ve already assisted healthcare organisation such as Medibank, NIB, QPID Health, Queensland Health, St John of God, Telstra Health and others with their digital transformations. If you are looking for guidance with technology platforms and emerging technologies such as AI, contact us today to learn how we can ensure the best quality experience for you and your audience.

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