Healthcare systems are long overdue for an improved, consumer-focused experience. Although essential, healthcare delivery continues to be a confusing experience for many, often filled with cumbersome and repetitive bureaucratic processes for patients and health care practitioner.
With enormous regulatory burdens, new treatment options, proof of compliance mandates, and payer claims programs, the challenges of delivering outstanding, patient care centering is very difficult. We must effectively manage these activities invisibly—just like the Google search bar does with its box. Of course, streamlining processes takes considerable time and resources, and healthcare operations are low-margin. However, it is essential to find ways to increase efficiency.
Successful change management begins with analyzing the current state of the system and then creating a roadmap to the desired future state. This approach is similarly structured across industries. It starts with disciplined mapping of each step in the journey, testing for potential improvements, and then measuring the results.
Iterative process to meet changing consumer needs, organizational capabilities and environment. In healthcare, this includes enhancing the operational elements of the care journey, ensuring quality and safety, and improving satisfaction while taking into account the need to protect patient information. core.
In patient care mapping, we usually start with access—the first call or click. Few would describe the process as simple from the patient’s point of view in most health systems; it has to go from complex to seamless. For example, the Miami Cancer Institute is one of many healthcare organizations implementing a digital self-registration platform. In the past, patients had to go to multiple locations for registration and registration. After adopting advanced back-end technology, patients can now easily check in at home before seeing a caregiver.
At the Miami Cancer Institute, this resulted in an 82% self-service adoption rate within the first week of implementation and a 98% process satisfaction rate three months. Our patient is clearly ready for change.
