Aligning People, Process, and Technology To Improve Healthcare Experiences

Today’s patients want better healthcare experiences and are willing to change providers to find them. Tegria’s Harris Poll survey found that 7 out of 10 patients would switch doctors for conveniences like self-scheduling and same-day appointments. Not surprisingly, healthcare paying more attention to patient experiences as the relationship between improved experiences and improved clinical and financial outcomes becomes increasingly clear.

We know that we can do more to improve patient experiences, and in turn, create better outcomes. Many organizations are making headway: An informal poll during Tegria’s recent conference presentation found that around 20% of attendees believe we are on track to aligning people, processes, and technology to deliver world class patient experiences. 

At Tegria, we believe significant progress is possible. That doesn’t mean it will be easy. More cohesive approach to care requires a collaborative approach that focuses on both the patient and provider experience. 

Debunking Common Myths and Misconceptions

Healthcare is a continuously evolving industry, and the success of established organizations and new entrants hinges on the ability to question old truths and reevaluate processes and technology to match reality. Failing to adapt to industry changes—including consumerism, technology advancements, and new care delivery models—can delay or derail patient experience initiatives and, thereby, clinical and financial outcomes. In our work with healthcare clients, we regularly encounter three myths that prevent organizations from reaching their patient experience goals:

Myth 1: Patient satisfaction guarantees patient loyalty

Reality: 

Improving clinical experiences without considering the entire patient journey may be short-sighted. Clinical satisfaction no longer guarantees patient retention, because patients increasingly value convenience above all else. In Tegria’s Harris poll, ease of scheduling was at the top of the list of factors that could lead patients to switch doctors.

Myth 2: More technology is the answer

Reality:

Patient-facing technology plays a key role in improving the patient experience but should never be viewed as a panacea. Per Tegria’s Harris poll survey and numerous others, we know that patients want to self-schedule. But implementing self-scheduling technology without workflow redesign does little to solve the problem. Self-scheduling should be built upon optimized provider templates and integrated scheduling workflows, and providers and clinics throughout the system must buy in. 

Dr. Ray Gensinger, an internist and CMO at Tegria, recently shared his experience with a world-renowned medical center in Chicago. “They have a great portal; but when I tried to schedule an appointment, I got a list of 750 providers to choose from with no easy way to filter the results.” When tackling scheduling or other types of patient experience challenges, integrate people and processes first, then support them with technology. After workflows are refined and change management performed, technology serves as the final layer to amplify the work. 

Myth 3: Alternating between patient-centric and provider-centric approaches leads to balance

Reality:

A siloed approach to improving patient and provider experiences creates a seesaw effect, constantly teetering but never in balance. Measurable objectives build trust and loyalty, so create a set of shared goals and objectives using feedback from all parties involved in the care journey. 

At a CHIME event, I heard an example of how integrating patient and physician perspectives can create better experiences for everyone involved. The organization was responding to regulations requiring the timely release of lab results. After a patient received a particularly upsetting test result while driving, the hospital’s physician group and Patient and Family Advisory Council met and determined that patients would not leave appointments before this type of test result is communicated. Working collaboratively to meet patients’ needs and the organization’s goals resulted in a solution that improved experiences.

The Collaborative Path Forward

Multidisciplinary collaboration is at the core of any effort to improve patient and provider experiences. This means creating shared goals and measurable objectives, and understanding the changes required and man hours involved. Physicians, departments, and patients need to be asked the right set of questions, and the responses should be accounted for.

When these factors are considered, significant change is possible. For example, I recently learned of an organization that had 50% of their appointments successfully self-scheduled across specialties. To accomplish this, they had one-on-one conversations with each physician about the process, benefits, and obstacles involved. This was a huge lift, further emphasizing the value of change management. “Organizations often underestimate the changes that need to happen. They need a true understanding of the man hours, complexity of the work, and the education that needs to follow to execute everything,” noted Dr. Gensinger.

Conclusion

There are many ways healthcare systems can realign their strategies for a better shared experience. The key is integrating people and processes first, then using technology as the final supporting layer.

Are you ready to elevate your patient and provider journey? Tegria’s team has the hands-on experience required to optimize your workflows, processes, and technology to improve experiential, clinical, and financial outcomes.