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The Evolution of Patient Experience Illustrated with 4 Use Cases

As work-from-home guidelines accelerated the office-based workforce towards a hybrid-working future, so the adoption of hybrid digital healthcare is growing as healthcare providers are enabled to compose the right experience for the right patient at the right time, writes Dave O’Shaughnessy, Healthcare Practice Leader – Avaya EMEA & APAC

In its work with healthcare providers across the globe, Avaya has used its expertise in enhancing and simplifying communications and collaboration to solve pressing challenges in building the right solution for each patient journey. From AI and chatbots, to building vaccine roll-out apps and easing the burden on physical hospital space, every solution has been carefully composed to ensure we deliver the best outcome for the healthcare provider experience and the patient experience.

Through our deployments, we’ve been able to witness the evolution of the patient experience. Just as work-from-home guidelines accelerated the office-based workforce towards a hybrid-working future, so the adoption of hybrid digital healthcare is growing with healthcare providers enabled to compose the right experience for the right patient at the right time. Here are four use cases that demonstrate this evolution.

Connected healthcare for enhanced patient experience

The American Hospital Dubai (AHD) recently partnered with Avaya to personalise the patient experience, simplify access to care and help streamline operations with a Total Experience mindset that addresses journeys across patient and employee experiences, and everything in between. The Avaya solution helped AHD aggregate various data – such as patients’ demographics, interactions with its website and call centre, and financial and other relevant details – to create a comprehensive profile for its patients. By connecting people, resources, data, and solutions, Avaya helps American Hospital Dubai optimise its operations and helps care team members communicate seamlessly so that they are more accessible.

Virtual out-patient departments in India

To help with the healthcare emergency in India, Avaya is working with a group of non-profit organisations and doctors to improve access to free healthcare and relieve the stress on hospitals and clinics. The MedicSetu.org platform was built to provide access to free video consultations with qualified doctors using a virtual platform for COVID-19 patients in India who are self-isolating at home. This not only increases citizens’ ability to receive to medical advice, it also helps ease the burden on physical healthcare facilities.

Workstream collaboration

In Saudi Arabia, King Abdullah Medical City has been successful in coordinating an effective COVID-19 response, helping to slow its spread and meeting the population’s medical needs while keeping healthcare providers safe by setting up expert steering committees that can meet and collaborate safely through the Avaya Spaces workflow collaboration app. 

Smart healthcare solutions deployed on the fly

In the United States, Nebraska Medicine used the Avaya OneCloud platform to easily and rapidly adjust its processes and workflows to prepare for expected increases in call volume to provide direction on COVID-19 testing and vaccines. It’s now able to quickly compose smart, cloud-based conversational solutions to help prioritise essential calls and reduce workload on customer service agents and other internal resources while continuing to deliver patient care.

Got your own challenge to address? Get in touch and let us help you compose your move into digital healthcare. Reach out to me here.

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