{"id":51050,"date":"2020-09-30T13:03:29","date_gmt":"2020-09-30T20:03:29","guid":{"rendered":""},"modified":"2020-09-30T13:03:29","modified_gmt":"2020-09-30T20:03:29","slug":"covid-19-and-the-new-patient-experience","status":"publish","type":"post","link":"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/microsoft-in-business\/customer-experience\/2020\/09\/30\/covid-19-and-the-new-patient-experience\/","title":{"rendered":"COVID-19 and the new patient experience"},"content":{"rendered":"

\"doctor<\/p>\n

Today, everyone is digging out from the initial impact of\u00a0<\/span>the COVID-19 pandemic<\/span>. In doing so<\/span>,<\/span>\u00a0we\u2019re collectively defining a new order for how health and medical services will look and operate going forward.<\/span>\u00a0<\/span><\/p>\n

This\u00a0<\/span>effort\u00a0<\/span>is not without its challenges. In the United States<\/span>,<\/span>\u00a0<\/span>hospital operating margins<\/span><\/a>\u00a0are down 96<\/span>\u00a0percent<\/span>\u00a0since the start of the year. Most hospitals run on razor-thin margins to begin with<\/span>,<\/span>\u00a0which means\u00a0<\/span>that\u00a0<\/span>health leaders face an uphill economic climb.<\/span>\u00a0<\/span><\/p>\n

Despite such challenges<\/span>,<\/span>\u00a0forward-looking health leaders are using the situation as a learning opportunity when it comes to reimagining the patient experience.\u00a0<\/span>The global response to COVID-19<\/span>\u00a0has accelerated the digitalization of health at a rate we could not have imagined<\/span>\u00a0previously<\/span>.\u00a0<\/span>A<\/span>s\u00a0<\/span>Microsoft<\/span>\u00a0CEO Satya Nadella said, \u201c<\/span>We\u2019ve seen two years\u2019 worth of digital transformation in two months<\/span><\/a>.\u201d<\/span>\u00a0<\/span><\/p>\n

How digital transformation can benefit patients<\/h2>\n

The pandemic has taught us that we can move with agility to make greater use of telemedicine and virtual care. Many\u00a0<\/span>have\u00a0<\/span>discovered that the thoughtful use of things like health<\/span>care<\/span>\u00a0bots\u00a0<\/span>can\u00a0<\/span>not only reduce reliance on humans\u00a0<\/span>to\u00a0<\/span>perform highly repetitive activities<\/span>,<\/span>\u00a0but actually improve the consumer experience.<\/span>\u00a0<\/span><\/p>\n

A potential silver lining for clinicians, providers<\/span>,<\/span>\u00a0and health consumers is to use the situation to make improving the future patient experience a front-and-center issue.<\/span>\u00a0<\/span><\/p>\n

The COVID-19 situation we\u2019<\/span>re<\/span>\u00a0all\u00a0<\/span>navigating\u00a0<\/span>highlights that a patient is so much more than just a patient<\/span>,<\/span>\u00a0but\u00a0<\/span>also\u00a0<\/span>a consumer\u00a0<\/span>who\u00a0<\/span>has many needs\u00a0<\/span>and wants\u00a0<\/span>when it comes to the<\/span>ir<\/span>\u00a0experiences with the health system.<\/span>\u00a0<\/span><\/p>\n

A\u00a0<\/span>study by Change Healthcare<\/span><\/a>\u00a0suggests that two<\/span>–<\/span>thirds of health consumers said the effort to find, access<\/span>,<\/span>\u00a0and pay for care is excessive and a burden. Half of consumers avoid seeking care altogether because it\u2019s too hard<\/span>\u00a0to obtain<\/span>.<\/span>\u00a0<\/span><\/p>\n

J<\/span>ust as the pandemic is causing health leaders to reexamine the experience they provide\u00a0<\/span>to\u00a0<\/span>health consumers, so too are consumer<\/span>s<\/span>\u00a0<\/span>re<\/span>evaluating who they will turn to in the future for their healthcare needs<\/span>,<\/span>\u00a0according to a\u00a0<\/span>study by PwC<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n

Moving toward a partnership of care<\/h2>\n

Getting consumers to come back for care will likely depend on how much trust health systems can build with them over time. This means better serving the needs of health consumers by going beyond\u00a0<\/span>the just provision of care.\u00a0<\/span>\u00a0<\/span><\/p>\n

With\u00a0<\/span>consumer trust\u00a0<\/span>in mind, forward<\/span>–<\/span>thinking health leaders are investing in new models that go beyond seeing patient engagement as just another program, portal<\/span>,<\/span>\u00a0or app. They are reframing patient engagement as a strategy and platform for empowering consumers and meeting a diverse set of needs. They are<\/span>\u00a0<\/span>securely\u00a0<\/span>\u00a0building<\/span>\u2014as comprehensively as possible\u2014a picture of each individual patient to deliver the information they need, through the channels they prefer.\u00a0<\/span>\u00a0<\/span><\/p>\n

Components of such new thinking include intelligent, multichannel, care-specific marketing to attract new consumers. It\u2019s a series of online health concierge services to build relationships and differentiate your organization\u2019s mission and brand. It\u2019s a seamless process to coordinate all services when a consumer has a health or medical need.<\/span>\u00a0<\/span><\/p>\n

When healthcare organizations provide such services, they offer more than convenience\u2014they give people a sense of being taken care of. In building such relationships with health consumers<\/span>,<\/span>\u00a0you transform the situation from a transaction into a partnership of care.\u00a0<\/span>\u00a0<\/span><\/p>\n

Microsoft supports all types of health organizations in their quest to improve patient engagement through the provision of a variety of solutions<\/span>,<\/span>\u00a0including personalizing health services through<\/span>\u00a0<\/span>Dynamics 365<\/span><\/a>,\u00a0<\/span>the\u00a0<\/span>provision of\u00a0<\/span>Microsoft\u00a0<\/span>Health<\/span>care<\/span>\u00a0Bots<\/span><\/a>,\u00a0<\/span>and the\u00a0<\/span>use of\u00a0<\/span>Microsoft Cloud for Healthcare<\/span><\/a>\u00a0and\u00a0<\/span>a<\/span>rtificial\u00a0<\/span>i<\/span>ntelligence in\u00a0<\/span>h<\/span>ealth<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n

To learn more about how AI is advancing health and medical services,<\/span>\u00a0<\/span>watch\u00a0<\/span>Imagining the Future: Microsoft AI Virtual Summit<\/span><\/i><\/a>.<\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Today, everyone is digging out from the initial impact of\u00a0the COVID-19 pandemic. In doing so,\u00a0we\u2019re collectively defining a new order for how health and medical services will look and operate going forward.\u00a0 This\u00a0effort\u00a0is not without its challenges. In the United States,\u00a0hospital operating margins\u00a0are down 96\u00a0percent\u00a0since the start of the year.<\/p>\n","protected":false},"author":0,"featured_media":51083,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1545],"post_tag":[101],"content-type":[],"coauthors":[1087],"class_list":["post-51050","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-healthcare"],"yoast_head":"\nCOVID-19 and the new patient experience - Microsoft in Business Blogs<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/microsoft-in-business\/customer-experience\/2020\/09\/30\/covid-19-and-the-new-patient-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"COVID-19 and the new patient experience - Microsoft in Business Blogs\" \/>\n<meta property=\"og:description\" content=\"Today, everyone is digging out from the initial impact of\u00a0the COVID-19 pandemic. 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