In 2024, the healthcare landscape braces for transformative change driven by strategic investments in patient engagement technology. This evolution aims to address longstanding challenges faced by both healthcare providers and patients. The introduction of innovative tools seeks to optimize patient experience while easing the burden on healthcare staff. The quest for seamless communication, streamlined processes, and enhanced accessibility defines this technology surge. While highlighting the pivotal role of patient engagement tools in combating workforce shortages, healthcare organizations strive to create a holistic patient journey. Careful implementation and consolidation of technology remain imperative for maximizing returns. The convergence of technology and patient-centric care promises a revolutionary shift in healthcare practices, ushering in an era of enhanced efficiency and superior care delivery.
In 2024, an upsurge in strategic investments in patient engagement technology is anticipated, promising to address critical consumer-facing challenges in healthcare. However, the success of this advancement hinges on the careful selection and implementation of these new tools by healthcare organizations.
Could 2024 mark the watershed moment for a surge in patient engagement technology? The answer appears affirmative, contingent on clinics and hospitals acquiring and deploying suitable technology that not only enhances the patient experience but also resolves issues related to workforce management, according to Andrew Hadje, CMPE, Director of Content & Consulting at MGMA.
Undoubtedly, recent years have seemed ripe for a technological revolution in patient engagement. The momentum of healthcare consumerism, propelled by governmental emphasis on patient portal utilization, has propelled patient-centric health technology to the forefront. Since the advent of the COVID-19 pandemic in 2020, discussions about healthcare have prominently featured virtual care options and the digitalization of healthcare access.
As 2024 unfolds, healthcare providers are once again optimistic about patient engagement technology, with a notable focus on tools supporting patient communication, as per a late 2023 MGMA survey. The survey revealed that a quarter of medical group leaders are directing their attention to patient communication technology over the subsequent 12 months, trailing slightly behind investments in enhancing Electronic Health Record (EHR) usability (35 percent).
This focus on patient communication technology holds significant importance, Hadje stressed in an interview with PatientEngagementHIT. This emphasis gains prominence considering the ongoing crisis surrounding workforce burnout, historically exacerbated by EHRs and documentation. While optimization of EHR remains a top priority, the recognition of patient communication tools signifies a crucial shift in practice priorities.
“Physicians and healthcare professionals are currently experiencing alarming rates of burnout. However, the fact that patient communication tools rank second in terms of priority indicates that practices are recognizing the potential to streamline patient flow and improve accessibility, addressing concerns we commonly face when trying to reach a doctor’s office,” Hadje remarked in the interview.
Presently, patients encounter numerous obstacles while seeking healthcare. Lengthy waiting periods between booking appointments and actual access to care plague various specialties. A July 2023 report by the American Association of Nurse Practitioners highlighted that 40 percent of patients perceive appointment wait times as unreasonably long, with an average wait time of 26 days in 2022.
The issues extend beyond just the waiting period. Patients encounter difficulties in booking appointments, with approximately six in ten individuals citing poor online booking tools and complex call center procedures as barriers to making appointments, as indicated in a 2022 report.
Additionally, patients face challenges with excessive paperwork when seeking care. Studies have emphasized that care coordination significantly impacts the patient experience, while reports indicate patients’ dissatisfaction with the quality of the digital healthcare gateway, demanding more in terms of access and intake procedures.
The recent MGMA poll illustrates that healthcare providers are attuned to their patients’ concerns.
“We’re witnessing a noticeable shift towards consumerism among patients, prioritizing accessibility and relying heavily on elements like online reviews,” Hadje explained, highlighting organizations’ efforts to align with patient needs.
Moreover, Hadje suggested that another driving force behind intensified efforts in patient access and communication technology could be the prevalent workforce shortages, underscored in an October 2023 report where healthcare leaders identified workforce shortages as a more pressing issue than financial constraints.
According to Hadje, investing in patient communication tools could serve as a solution to address these workforce shortages.
“Practices are contemplating how simplifying processes, such as having patients complete paperwork and consents in advance and facilitating easy check-ins, directly contributes to enhancing practice accessibility,” he elaborated.
Enabling self-service patient intake not only alleviates the burden on the organization’s workforce but also empowers patients to better manage their healthcare, reducing wait times from check-in to consultation.
“Practices are focusing on streamlining complex processes to ensure a seamless experience for patients, from timely appointments to clear communication regarding post-visit responsibilities. This holistic approach aims to offer clarity and efficiency throughout the entire patient journey,” noted Hadje.
There exists a myriad of technological solutions that organizations can employ to achieve these goals, Hadje highlighted. These solutions range from commonplace tools like online appointment scheduling and automated check-ins to emerging trends such as digital assistants and patient-facing care management tools. These innovations aim to facilitate easier access for patients and reduce the strain on healthcare staff.
Looking ahead to 2024, Hadje emphasized the need for careful implementation of patient engagement technology to realize its full potential.
“Organizations must evaluate the return on investment (ROI) for each technology adoption, as the value derived can differ across practices. By identifying areas where technology can significantly enhance patient communication and access while reducing manual workload, practices can justify investments by correlating these improvements with potential staff reductions or cost savings,” Hadje suggested.
Furthermore, Hadje highlighted the importance of bundled solutions. As organizations strive to consolidate their technology infrastructure, the quest for comprehensive solutions, from patient arrival to post-visit care and billing, gains traction.
“As vendors offer all-in-one solutions covering the entire patient journey, this not only enhances the patient experience but also optimizes staff productivity and reduces expenses,” explained Hadje.
Additionally, practices need to identify areas where a personalized touch remains crucial, such as minimizing reliance on virtual or telehealth services in specific scenarios. Hadje advised organizations to prioritize technological investments based on their impact on patient experience.
“Focus on areas where patient interaction is minimal, like leveraging digital scribes to improve physicians’ experience without affecting patient perception, thus enabling better care delivery,” Hadje recommended.
Despite the potential of AI in healthcare, as highlighted by the MGMA Stat poll, which indicates a lower priority (13 percent) among practice leaders, Hadje suggested a cautious approach. The deployment of AI models might be limited due to resource constraints, leading to a preference for ready-made solutions. However, AI presents an avenue for innovative solutions, such as chatbots for patient triage, which could help optimize provider time for more complex tasks.
Overall, Hadje expressed optimism about the promising advancements in patient engagement technology poised for 2024. However, successful implementation hinges on selecting the right tools without overwhelming providers with multiple vendors, ultimately aiming to enhance the experience for both patients and healthcare professionals.
As 2024 unfolds, the healthcare sector stands at the precipice of unparalleled transformation catalyzed by patient engagement technology. This epoch marks a pivotal moment where strategic investments in innovative tools promise to redefine patient care paradigms. By prioritizing patient communication and access, healthcare organizations aim to revolutionize the patient journey while mitigating workforce challenges. The judicious selection and integration of technology underscore a commitment to improving patient outcomes and alleviating staff burdens. With a focus on consolidating solutions and leveraging technology for enhanced patient-provider interactions, the stage is set for a reimagined healthcare ecosystem. The convergence of technology-driven solutions with personalized care heralds a promising future where patients and providers experience unprecedented efficiencies and enriched healthcare experiences.
