While working with multiple healthcare products, across its lifecycle, have given lot of insights. One of them being - Empower the end-user to engage and increase digital health adoption. End users being: patients, physicians, nurses or clinical/ medical staff.
Few weeks ago had the opportunity to discuss user adoption issues of different healthcare products (including few customers). Sharing a few issues under two categories:
User experience (UX) driven -
- Give more to users: Productivity is utmost important for Physicians and medical/ clinical staff. Integrate Artificial Intelligence (AI) tools within digital health product which aide Physicians. For e.g. Symptom checker (Mediktor, Health Navigator, and similar). While waiting in the Physician's office, the patient enters symptoms (even crude data works) and responds to a set of questions (apart from filling up forms, which should also be digitized). By the time the Physician is ready for consult, s/he can validate symptoms before prescribing next steps. The Physician is armed with right kind of info and will ask right questions - ends up providing quality care. For patients who are remote and/or have a challenge meeting the Physician in-person, add Telehealth (SnapMD, Cloudbreak Health, and similar) feature to the mix. With Telehealth, low acute conditions can be easily addressed. Arming end-users with smart digital health tools/ features will increase adoption.
- Ignoring feedback from end-users: In few cases, feedback from end-users were not collected, and if shared, were ignored. That is a big NO - duh! Typically, this happens when the key decision maker thinks s/he understands end-users better. They spend hours designing the "perfect" interface design and when it hits the users, the users starts giving inputs which totally surprises them. After working with so many products over the years, my assumption was - such issues will not be around anymore. Then, I was proven wrong. When tried to educate the decision maker, it was taken negatively. A lesson for them - increase in delivery timelines by not involving end-users early on.
2. Empower business users -
- Single view of patient: Health systems are being merged and end up using two different EHRs (one for in-patient and second for out-patient). Finding information about a single patient who has been through multiple EHRs, is a nightmare (assuming they have the data). For Clinical Quality Metrics (CQM), when the data is aggregated, Health-IT team spends days and/or months in aggregating/ formatting right data. If CMS decides to ask more parameters or worse if someone is being audited, some heads are bound to roll. Hospital systems end of spending thousands to solve such pieces of puzzles. There is a simple, smart, and scale-able solution using Graph database which does not require huge budget (start small and grow).
- Maximize RoI on devices: Medical devices and people operating them are very expensive. Is there a way to maximize their utilization and increase revenue? Yes. These high costing medical devices can be offered under a platform (Uber-ization), the cost per intervention will reduce (e.g. Radiology Intervention) significantly. Insurance and hospital systems can pass on the benefits back to the patient. Yes, there are prescriptions requirements to get a test done. However, if business users are empowered, it will benefit the patient immensely.
One more discussion was around TeleHealth being embedded within different healthcare products (behavioral health, Primary care physician, chronic care management, population health, and few more). It was more on the lines of incorporating patient-centered design to enhance patient encounters (not replace). Which age group is more likely to engage and what needs to be done to educate seniors and increase user adoption. More than 50% seniors sought virtual care with a provider over a phone call.
Keen to hear any other inputs out there. Also, happy to discuss new feature additions into healthcare products.