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Why healthcare companies decide to digitalize?
Aug 05, 2022
4 min read

Earlier, we had asked experts in the field about which main driver pushed them to digital changes, what impact they expected and what difficulties they faced.

And in this article we will share the results of the survey.

Why companies decide to go digital

A lot of paperwork and (or) routine work: automation of routine tasks is the most common reason that prompted health companies to digitalize.

Our marketer, who is lucky to have visited numerous cities around the world, noted that not all medical institutions manage their workflows efficiently, with doctors still filling out papers manually and call centers often overwhelmed by  huge flows of calls.

As Charlotte (one of the operators) pointed out, their clinic did not even think about automation, although it was quite clear that putting a simple self-portal on the site could have saved agents a good deal of time on handling calls that do require personal involvement. Another point is that perhaps the operators are afraid that automation will steal their jobs.

In fact, people start considering digitalization only when they have seen tangible results, like higher accuracy of work and quicker turnarounds in the customer support center.

Here are 3 common problems companies try to address with digitalization:

1. The complexity of working with disparate data sources: improving the accuracy of working with data

2. Increased fault tolerance: dealing with the risks of failure

3. Slow speed of employees’ work: involvement in tasks, internal communication

How far are Healthcare companies from digitalization

Usually, the path of digital transformation turns out to be longer than companies initially expect as the possibilities and definition of digital transformation expand.

Ideally, to adjust expectations, you need to split the whole path into smaller checkpoints to measure the value of each completed task, instead of waiting for the completion of the whole initiative to measure final return on investment (ROI).

As we can see now, most health companies are somewhere in the middle of the digital transformation.

Main desired result of digital transformation

The main obstacle toward greater digitalization in companies is that the leadership often fails to answer a simple question “Why?”

The other day we talked to a representative of a Health organization who wanted to digitalize just because it was a recent buzzword. But without clear KPI targets and performance expectations, you won’t even understand where to start.

Let’s see what the respondents said about this.

As you can see, the primary triggers that encourage companies to digitalize are unchanging: increasing team performance, speed and engagement & reducing errors and risks in processes.

In addition, the most important goal is improving the quality of patient care. This is true, because the more  satisfied customers are, the more credible a company is. This result can be achieved with the help of collected data that allows you to personalize and simplify customer interaction.

Difficulties and obstacles faced by Health companies

The main problem is that sometimes consumers are more flexible and progressive than Health companies. Patients are increasingly ready to question doctors’ opinions, share their data, monitor their health status and use the data obtained from the electronic medical record to make decisions.

Since the outbreak of the pandemic in 2020, consumers have been using virtual visits more than ever before, and this trend is not going anywhere:: the number of consumers using virtual visits grew from 15% to 28% from 2019 to 2020. On average, 80% are likely to have another virtual visit, even after COVID-19.

Therefore, it is not so easy for large organizations to take a step back and convince their staff (and themselves) to take on the necessary and difficult changes.

1. The complexity of working with Legislation and standards adaptation

Quite a few answers highlight the ever-persistent concern about regulation and compliance in healthcare.

The main problem of many market rivals is the lack of experience, which leads to sanctions from government agencies for improper enforcement of the law (for example, companies might forget to set up automatic deletion of data in chats, which should be in place according to GDPR).

2. Lack of knowledge and experience

This answer is partly related to the first one, as compliance-related issues arise due to the lack of understanding of how the industry is regulated. . However, absence of industry knowledge goes far beyond legislation. It’s about UX design, which oftentimes requires different approaches based on demographics of your target audience.

Usually, in order to save time and money on finding and onboarding a team, health companies turn to outsourcing, but this can also be a mistake due to a wide profile and ignorance of some legislative and consumer nuances in the industry.

Therefore, a new format of engagement is now being popularized – Health Product Development. You can read more about this format of engagement, its advantages, and the profile of companies who can benefit from it in our e-book Here.

This concept is about round-the-clock communication and fresh perspectives for development from industry experts :

1. Deep understanding and narrow focus on the Health market: the partner company knows approximately how long the product development will take, and is more likely to successfully complete it with experience in one specific area and a ready-made architecture.

2. Expertise in UX in healthcare and proven tips on how to make patients love your product design..

3. Adaptation of the product functionality to the standards and laws of the Health industry.

3. Ensuring data compatibility

Incorrect data increases costs and affects customer satisfaction and speed. As noted by Harvard Business Review: only 3% of Companies’ Data Meets Basic Quality Standards.

The issue of compatibility multiplies this problem. However, this obstacle can be eliminated by a test consisting of four elements: testing a new system, testing data migration, testing changes and testing reports. Thus, the company can verify the correctness of data transmission.

If you still have difficulties with data migration or you have a disruptive health product in mind, you might need a health product partner to finalize and implement your ideas. Schedule an online meeting with us at a time convenient for you, and we will be happy to discuss your project in more detail.

Link on meeting: book a demo

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