How Total Experience can transform healthcare businesses | HCLTech

How Total Experience can transform healthcare businesses

The cure for the healthcare distrust epidemic is collaboration. Total Experience connects stakeholders, improves care and rebuilds trust
12 minutes read
Shrikanth Shetty
Shrikanth Shetty
Chief Growth Officer, Americas, Life Sciences and Healthcare Industries
12 minutes read
How Total Experience can transform healthcare businesses

The healthcare industry creates medical miracles every day. It’s not surprising, then, that doctors and nurses often top the list of most trusted professions. Most patients are vulnerable and open with their physicians. This level of trust leads to largely positive outcomes: effective diagnosis, targeted treatment and continuous care.

However, the healthcare industry faces increasing complexity, including the evolving regulatory compliance landscape, overlapping interests of industry players, which increases consumerism and the ever-widening gap between expectations and the actual experience delivered. This can lead to a lack of trust in the system. Some contributing factors are explored below:

  1. Lack of patient insights: Understanding patient needs is critical for effective healthcare solutions. Doctors spend a significant portion of their workday (34% to 55%) writing notes and reviewing medical records. This time spent away from their patient could otherwise be used to understand what exactly they require. Genuine patient insights are vital for tailoring solutions that meet the unique requirements of individuals, ensuring better patient outcomes and satisfaction.
  2. Data privacy concerns: In 2023, for the 13th consecutive year, the healthcare industry reported the most expensive data breaches in the world. At an average cost of $10.93 million per breach, the industry is at the center of cybercriminal attention. It is essential to have regulatory compliance and data security that protects patient information to build trust and advance research.
  3. Siloed organizations: Healthcare organizations often operate in silos, leading to a 50% gap in patient-centricity. Breaking down these silos will enable seamless communication and cooperation, leading to better patient care and overall healthcare system efficiency.
  4. Unclear success metrics: Establishing clear indicators for measuring success and return on investment is essential for building trust and demonstrating the value of healthcare initiatives. However, studies show that 71% of healthcare organizations lack defined success metrics. Establishing clear indicators for measuring success and ROI is crucial for demonstrating the value of initiatives.

A combination of these factors will be detrimental to the growth of healthcare organizations. When patient-centricity is not a priority, critical insights are missed, leading to subpar diagnostics and treatment. This contributes to further erosion of trust from external stakeholders. Internal silos in these organizations lead to inefficient functioning that ultimately affects the bottom line. It is imperative for multiple teams to collaborate and define a North Star metric for building trust. This is where the power of Total Experience (TX) comes in.

The power of collaboration through TX

With TX in the mix, the focus is on measurable improvements in health outcomes instead of just delivering services that are aimed at improving customer experience (CX) metrics. TX aims to optimize experiences for all stakeholders, including patients, healthcare providers, payers and health IT companies. The table below takes a deep dive into the differences between TX and CX.

Aspect CX in Healthcare TX in Healthcare
Definition Focuses specifically on the interactions and perceptions of patients when they directly engage with healthcare services, providers and facilities Encompasses all aspects of a patient's journey, including clinical care, interactions with healthcare providers, administrative processes and overall satisfaction with the healthcare system
Scope Concentrates on the quality-of-service delivery, communication and satisfaction during specific encounters between patients and healthcare providers Broader in scope, covering all touchpoints and interactions a patient may have within the healthcare system, from initial appointment scheduling to post-treatment follow-up
Components Primarily concerns elements such as ease of scheduling appointments, wait times, communication with healthcare staff, responsiveness to inquiries and resolution of issues or complaints Includes clinical outcomes, care coordination, access to services, patient education, emotional support and the physical environment of care facilities
Emphasis Emphasizes the satisfaction and perception of patients during individual interactions or transactions with healthcare providers, focusing on meeting or exceeding expectations Emphasizes the holistic patient experience, considering both clinical and non-clinical aspects that contribute to overall well-being and satisfaction
Organizational Impact Often involves training frontline staff, implementing customer service initiatives and deploying technology solutions to streamline interactions and improve service delivery at the point of care Requires collaboration across various departments and stakeholders within healthcare organizations to optimize processes, improve communication and enhance overall patient satisfaction and outcomes

To achieve this holistic end result, where patients have seamless experiences at all stages of their healthcare journey and are highly engaged in the process, collaboration is key. With a TX strategy in place, healthcare organizations can cultivate patient loyalty and trust by addressing not only clinical needs but also non-clinical aspects such as communication, emotional support and facility environment. This approach drives patient satisfaction, improves outcomes and strengthens the organization's reputation, ultimately enhancing the overall quality of care delivery.

The TX approach can have significant impact when implemented correctly. HCLTech worked with a global pharmaceutical giant to create better patient experiences for those in their clinical trials. This was done through a multilingual, omnichannel support center that gives patients 24x7 access to agents who can resolve their queries. Along with faster turnaround time, the company has improved its relationship with its 200+ clinical research partners and thousands of patients, across 3,500 clinical study sites and 75 countries. Further refining the system is set to give an additional $2 million in client savings.

TX strategies for healthcare transformation

The healthcare industry is now actively involving all stakeholders in a collaborative ecosystem for value-based care. Here's how specific TX strategies are leveraged for different stakeholders.

Patients: Imagine a digital concierge where patients can schedule appointments, communicate with providers and receive relevant health information. This comprehensive TX approach empowers patients to actively participate in their care, fostering a sense of autonomy and engagement while building trust with providers. Personalized dashboards further enhance the experience by allowing patients to visualize their medical history, vitals and treatment plans through vibrant charts and interactive graphs, akin to fitness trackers but tailored for overall health monitoring.

Providers: TX can bring together primary care physicians, specialists, pharmacists and social workers to create a unified care team for complex patients. With consolidated patient records, research databases and readily accessible diagnostic tools, everyone involved gains a comprehensive understanding, enabling collaborative efforts to achieve optimal outcomes. Integrating AI-powered systems streamline administrative tasks, reducing paperwork for doctors and nurses and freeing up time for patient interaction and quality care.

Payers: Transparent pricing models, an integral part of creating a holistic TX, can help patients and providers understand costs upfront and aid in informed decision making. This no-hidden-costs approach makes the organization trustworthy. By providing clear and accessible information about healthcare expenses, patients can navigate their care journey with confidence, while providers can ensure transparency in billing practices, enhancing the overall patient experience. Data-driven cost analysis will allow healthcare companies to identify areas for resource optimization and improve healthcare affordability for everyone.

Healthcare companies: Those looking for robust data security should invest in cutting-edge technology to protect patient privacy and ensure compliance with regulations. TX principles further enhance this endeavor by fostering intuitive interfaces for seamless data exchange and communication among all stakeholders. By prioritizing collaboration, data-driven insights and user-centricity, the healthcare industry can build a more sustainable, efficient and ultimately, more positive healthcare experience for everyone involved.

Measuring success post TX implementation

Defining clear metrics for each stakeholder's TX program is crucial. However, measuring success after implementing a Total Experience strategy requires a comprehensive approach that goes beyond standard patient experience efforts.

For patients, success can be measured through traditional metrics such as satisfaction scores and net promoter scores, but it should also include more nuanced indicators like health anxiety levels, medication adherence rates and appointment no-show rates. These metrics can be assessed through various channels, including surveys, feedback loops, personalized health dashboards, wearable devices and gamified engagement platforms.

Healthcare providers' success metrics extend beyond clinical efficiency to encompass factors like patient consultations per hour, diagnosis timeframes, appointment wait times, staff turnover rates and patient safety incidents. These reflect the quality-of-care delivery, effectiveness of operational processes and staff satisfaction.

Payers focus on metrics related to healthcare costs, including healthcare costs per patient, claim processing times, medication cost-effectiveness and hospital readmission rates. These are essential for evaluating the financial impact of healthcare services and ensuring value-based care delivery.

For healthcare organizations, success metrics may include user adoption rates of platforms, data security breaches, customer satisfaction scores with IT services and integration compatibility with other healthcare systems. These demonstrate the effectiveness of IT solutions in enhancing data security and supporting interoperability across the healthcare ecosystem.

Implementing tools and strategies to track progress and demonstrate tangible benefits will help organizations justify their investments in TX. It will also align their efforts with broader healthcare goals, ultimately leading to improved patient outcomes, operational efficiency and financial sustainability.

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Building ROI through TX

TX is a top-down initiative. Securing leadership buy-in and commitment from the top will help drive culture change and resource allocation. Cross-functional collaboration is a key part of breaking down silos. Teamwork between departments is crucial for seamless TX implementation. Companies can then leverage data insights to inform strategies, track progress and iterate for continuous improvement. The long game is to foster a culture of experimentation and exploration and identify new opportunities for delivering exceptional TX experiences.

By implementing these measures and best practices, TX can go beyond a buzzword and become a tangible driver of success for all stakeholders. Remember, ROI doesn't just mean financial gains; it encompasses improved patient outcomes, provider satisfaction and a more sustainable healthcare system for all. Embrace TX as the key to unlocking a future where healthcare is not just effective but truly transformative.

Customer Experience
Life Sciences and Healthcare
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