Digital is transforming the world of health so dramatically that even organizations not rooted in technology know they must respond embrace technology’s wide-reaching disruptions. Today’s health care consumers are more networked and accustomed to technology making their lives easier, speedier and more connected. They’re demanding harmonized health experiences with simple, coordinated interactions as they receive service across the health care spectrum.
Inspired by other industries, it is easy to imagine a brave new health care world where artificial intelligence analyzes the medical history of an entire patient population and recommends customized disease prevention coaching for each patient, based on their medical history.
Technology is forcing health care organizations to shift how they approach their business, who they collaborate with and how they interact with their patients. And many traditional players are scrambling to keep up. The successful health care organizations of the future will be those that best adapt to the new digital reality.
The changing landscape
The digitalization of health care has been a multifaceted discussion over the last decade, but it has now arrived. To win in digital health, organizations need to rethink their business models to align cost, quality, patient engagement and customer experience.
To prepare for disruption, take note of other industries where digital convergence is a way of life. In many cases, established players failed by ignoring similar customer demands and reacting too slowly. Remember Blockbuster? It was overrun by Netflix, and today, major television networks look to Netflix with envy as the streaming service continues to transform how people view and pay for television and movies.
The pressure is on the health sector to catch up and keep up. As other industries have learned, disruption is full of threats — and opportunities.
What can I do differently to avoid being disrupted?
The digitization of health care requires a new business model, a new organizational structure, new talent and new questions.If your destiny is to disrupt rather than be disrupted, you must shift how your organization operates. Digital will impact every facet of your organization, so the silos must give way to interoperability. In the new digital environment, disconnected departments, such as supply chain, risk, technology, finance, recruiting, accounting, scheduling and care management, will all be linked and collaborating.
The patient-centric health ecosystem
Think of digital as an enterprise investment, not a simple solution to one problem. A holistic view is best. Workflow and architecture need to be aligned to capitalize on the full capabilities of the technology. Future digital investments need to expand the return of prior initiatives
The convergence of industries is moving health care forward in ways never imagined. Twitter is tracking disease outbreaks, telehealth is now a standard model of care delivery, insurers and employers are now investing in preventative care, 3D pills allowing “downloadable medicine,” home-based genetic testing kits, fitness trackers and wearable devices. These innovations are all part of an industry that will reap great rewards in improving safety, decreasing costs and meeting customer expectations.
Today’s super consumers want super experiences. Embrace the world of the constituent, from consumers to providers to brokers and employers in the health care value chain — then design and recommend new experiences for them. Obsess over helping your customers solve their biggest problems.
Digital is most powerful when your entire organization embraces its possibilities and understands its internal and external impacts. Sharing technology through common platforms will enable artificial intelligence, advanced decision-making and more consumer-friendly capabilities.
Are you scanning the horizon and protecting your business from risks inherent in the digital future? Patient chat rooms, electronic medical records and social media all require the most advanced cybersecurity measures. But don’t let cybersecurity paralyze your digital transformation.