The digital transformation recorded in healthcare has had a significant impact on innovative strategies that consumers expect technology to transform their experience of care. In this context Deloitte In 2020, two surveys focusing on people receiving services from healthcare institutions in the USA revealed that patients more easily benefit from technology-supported services such as virtual care and remote monitoring, but they are not always satisfied with the process or the information they receive.
However, Deloitte’s research is only COVID-19 It revealed not only the increase in virtual examinations that emerged as a result of the pandemic, but also the desire of consumers to continue using Telemedicine.
Patients have different views on the importance of virtual care
In order for healthcare organizations to interpret digital experiences correctly, they need to understand patient expectations with a holistic approach. Only digital tools and services Beyond making it available, healthcare institutions should ensure that virtual exams create the same confidence as physical exams. Research shows that there is still a significant deficiency in this area in virtual service.
Deloitte research showed that 56 percent of respondents believed they did not receive the same quality of service or value in a virtual exam compared to a face-to-face exam.
Healthcare organizations need to continue to develop their ability to utilize human-centered design tools to better understand the needs of their patients. In addition, it is another important requirement that organizations know well which technologies they should use in order to strengthen the interaction.
In general, in the digital transformation experienced health institutionsWhile making decisions about infrastructure, they ignore the challenges consumers grapple with.
According to experts, it is more important to evaluate the unmet needs of individuals in the process to be considered in order to improve the patient experience. There are many examples that healthcare institutions should learn from in order to better understand their customers.
Hassle-free tools and staff training can enhance virtual exams
Deloitte researchers, many of the clinical leaders of the patient experience and virtual health usage metricsAlthough he said that they watched, it is pointed out that the measurements regarding the quality of care and team experience have been delayed.
In order for virtual examinations to be as successful as physical exams, training of clinical staff and support personnel appears to be mandatory. But according to the 2020 Deloitte survey of US doctors, 85 percent of doctors say training is required to develop virtual examination skills, but not much training is available for this.
Strengthening interactivity will require the development of applications in areas where consumers continue to grow, as well as the seamless integration of home diagnostic tests, according to the same research.
Ultimately, healthcare institutions have to create a user-friendly experience. Research shows that consumers do not benefit from digital experiences in the field of health compared to other sectors at this point.