Enhancing Employee Experience Through Technology

Imagine walking into a bustling hospital several decades ago. You’d probably feel like just another face in the crowd, a number on a chart, waiting for your turn to see a busy doctor. There’s no denying that, back then, healthcare was all about treatment. The personal touch, understanding, and overall patient experience took a back seat. But as the years rolled on, a transformation was brewing. Today’s healthcare paints a very different picture, and this article aims to journey through that evolution, showcasing how healthcare in the U.S. has shifted from passive care to a deeply engaging, patient-centric approach.

What was Passive Care?

At its core, passive care was a one-way street. Patients came in, got treated, and left. Little room existed for understanding their experiences, emotions, or concerns. Here’s a closer look:

It was all “Number” mentality. Patients often felt they were just numbers in a system. Personal stories and individual concerns? They often got lost amidst the rush to move on to the next patient.

Very limited channels for feedback. If you had a suggestion or a concern, where would you go? Back in the day, feedback mechanisms were few and far between. This meant patients had little say in shaping their own care experiences.

However, things started to change gradually until the year 1999 brought with it a jolt. The Institute of Medicine unveiled a report that estimated a staggering 44,000 to 98,000 people die annually in hospitals from preventable medical errors. It was more than a statistic; it was a clear sign that the system needed change.

As we entered the 21st century, a wind of change began to blow through the corridors of hospitals and clinics across the U.S. What sparked this shift?

Digital Information Wave

The internet changed the game. Suddenly, patients weren’t solely relying on doctors for medical information.

A 2013 Pew Research study found that 72% of internet users sought health information online. This was a significant shift, one that empowered patients to ask questions and demand better care.

Think about the last time you visited a coffee shop or booked a hotel. Chances are, you experienced personalized service. Other sectors were setting the bar high for customer experience, and healthcare couldn’t stay behind.

With platforms like online forums, reviews, and patient communities, individual stories and experiences started echoing louder than ever before. A poor hospital review could now reach thousands, urging institutions to listen and adapt.

Transitioning to Active Engagement

With the foundation laid, healthcare began its transformative journey:

• If there’s one thing that streamlined healthcare, it’s technology. Electronic Health Records (EHRs) became pivotal. From being a novelty in 2008, the adoption rate for EHRs in U.S. hospitals jumped to an impressive 96% by 2017. It was clear that healthcare was turning a new leaf, one that was digital and efficient.
• With the onset of the COVID-19 pandemic, another trend gained momentum – telemedicine. The convenience of consulting a doctor from one’s living room became not just preferred but essential.
• A report from the CDC highlighted a 154% surge in telehealth visits during March 2020 compared to the previous year. It’s undeniable; that healthcare was evolving rapidly, focusing more on patient comfort and safety.

As we navigate through this narrative, it’s clear that the push for change in healthcare wasn’t just internal. External factors, technological advancements, and the rise of patient voices played a massive role in redefining the healthcare experience in the U.S.

Pillars of Modern Healthcare Engagement

As the healthcare landscape shifted, certain principles started standing out as beacons of modern patient care:

• Tailored to You: Today, healthcare isn’t just about one-size-fits-all solutions.
• Genomic Medicine: Imagine treatments crafted based on your unique genetic blueprint. This isn’t sci-fi; it’s happening now. Genomic medicine is revolutionizing how ailments are treated, ensuring that care is personalized and effective.
• Feedback Loop: Hospitals today aren’t just places of healing; they’re learning institutions.
• Patient Surveys & Feedback Systems: Clinics and hospitals actively seek out feedback, using it as a tool to continuously evolve and better their services.
• Wellness Beyond Medicine: The definition of health has expanded. It’s not just about curing ailments but fostering overall well-being.
• Mental and Emotional Health: More than ever, there’s an emphasis on addressing mental health concerns and emotional well-being alongside physical health. A holistic approach is at the forefront.

In U.S. healthcare, the emphasis on customer experience has grown significantly, underscoring the vital role tech companies play in developing digital tools to enhance this experience.

A survey conducted shows that 72% of patients would like to have access to a patient portal, and 64% would like to use a mobile app to manage their health. 

We have a vivid example of Manipal Hospital’s mHealth app developed by Mantra Labs. It’s a self-service healthcare mobile application that enables users to – book appointments (OPD, Lab tests, home collection), buy health packages, track health improvement reports, and self-check-in to avoid hospital queues.

Looking back, it’s truly remarkable to trace the journey of the U.S. healthcare system. From crowded waiting rooms where patients were mere numbers to a contemporary era where every individual’s health story is heard and valued—it’s a testament to the resilience and adaptability of the sector. As we move forward, with technological advancements on one hand and a commitment to patient-centric care on the other, the future of healthcare in the U.S. is not just bright—it’s luminous.

The progression from past to present-day healthcare showcases the incredible strides made in patient care, all geared towards creating an ecosystem where every patient feels valued, heard, and cared for.

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