Healthcare - A Closer Look

PATIENT ENGAGEMENT PRIORITIES

• Meet increased patient expectations

• Empower clinicians and staff to respond better to patient care needs.

• Create continuous, proactive relationships with patients.

• Make patients their own advocates, involve families and community.

“A key objective of the healthcare sector is to put patients at the centre of everything they do and to empower staff to respond better to patient care needs. Important to achieve a unified patient profile and personalized patient approach using a unified data model and approach” - Shruti Shukla, Microsoft

CHALLENGES

• Rapidly emerging tech for the healthcare space

• Aging population – by 2050 the number of people aged 60 or more will more than double from 900m to 2billion

• Shortage in healthcare workers – 2030, potentially 14m workers worldwide

• Consumer expectations are ever increasing – at any point in their journey and in every interaction engage and receive at, they expect to expect to discover, personalised care. Healthcare will have to:

  • There will be a focus on mental health conditions and substance abuse disorders.

  • With the rise of Telehealth, Big-box stores and atypical organizations will dive headfirst into the healthcare industry.

  • Physician groups will gain the upper hand over hospital systems.

  • Drive an ethics/trust-based relationship with patients (i.e. Telehealth)

Others:

• Track key content/themes.

• Track contact hours.

• Predict patient outcomes (i.e mental health).

• Combine data from TeleHealth insights and coding and make that more efficient – (automate consult summary)

• Hospital in the home (HITH) or geriatric in the home (GITH)) – understand the rising/emerging issues (i.e falls, multiple calls per patient).

Open

Open

Add Voice Data to the Utility Industries to provide great customer experience

OPPORTUNITIES

• Better Understanding of customer journeys.

• Put data at the center of decision making with a 360-degree view of their customer.

• Identify and predict issues to resolve quickly

• Provide next action guidance to agents

• Automate 100% QA process to ensure broad script adherence

ACTIONABLE OUTCOMES

Add Voice Data to the Healthcare company data package to significantly Patient Insights.

• Use Call Journey’s solution connecting audio conversation data from the Telecommunication sector’s environment into their Microsoft Eco System.

• Mine customer feedback in real time, allowing quick and immediate action and reaction to risks and opportunities within the call

• Address complaints and improve first call resolution

• Improve Voice of Customer program

• Learn how customers are responding to the latest campaigns and make adjustments quickly to improve

• Use Call Journey’s solution connecting audio conversation data from the Banks voice interaction environment into the Banks Microsoft Eco System.

• Create predictive patient NPS to enhance patient insights via access to all of the customer conversations and ensuing voice data.

• From thousands of customer conversations supercharge your patient journey’s strategy – add voice data from patient conversations to create a unified patient profile and a subsequently improved and personalized patient approach.

• With voice data being added to the data mix gain insights into triggers and events to improve marketing ROI.

• Increase revenue per patient by better understanding buying opportunities uncovered by analysing voice interactions.

• Improve key journey experiences in areas such as tele health interactions with conversation insights.

• Assess customer sentiment across contact channels by analyzing tone and sentiment of conversations and achieve outcomes like predative patient experiences (i.e in the mental health sector).

• Automate QA processes to assess 100% over voice interactions to manage conduct, culture and compliance .

• Track virtual real time employee engagement via emotion and sentiment analytics of conversations.

• Ascertain the context of voice calls re key events (i.e. Coronavirus).

• Analyse voice interactions to unlock more effective cross-sell and up-sell.

• Track customer interactions for insights around product improvement from conversation insights.

• Ethics – Acoustic and Linguistics analytics capability to assess/measure patient trust in provider interactions outcomes.

• Assess sentiment across contact channels with voice data playing an integral part.
  Track emerging trends for context and expedited insights