Technology – it’s taking over how we view, access and use healthcare, and improve the patient experience. The more tech-savvy – the less fear we have in using new digital innovations. Yet what about our growing aging population – those less tech-savvy people – does one size really fit all? Does your digital front door strategy address their needs?
I recently read an article discussing the increasing use of automated systems in the medical field and recent research from Penn State finding that tech-savvy people are more likely to trust digital doctors.
Though we are a long way off from a robot receptionist, nurse or doctor – the concept that tech-savvy consumers would have a more positive attitude towards new digital innovations makes sense. These consumers are passionate and see the advantages in trying new digital approaches.
“Our results suggest that the key to implementing automation in healthcare facilities may be to design the interface so that it appeals to expert users who have a high belief in machine abilities,” said S. Shyam Sundar, James P. Jimirro Professor of Media Effects, Penn State.
As their findings suggest – they enjoy the infallibility and efficiency of online chat interactions. At Odoro, we are completely in agreement that we must design solutions for these audiences – which is why we have integrated our new chatbot channel for self-scheduling appointments into our digital patient access platform.
Improving Patient Experience- Regardless of Tech Expertiese
However, I think this article really exposes how we must meet the diverse needs of all our patients or healthcare consumers. Though new automation interfaces should be adopted for the tech-savvy expert – how can we expect the less tech-savvy patient when finding a healthcare provider or booking an appointment to use this solution?
We must remember we are living in a rapidly changing world – the information revolution – where technology advancements, such as robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, fully autonomous vehicles, are happening at an unprecedented rate. This means the divide between the digital enthusiasts versus the less tech-savvy patient is vast.
From our traditionalists and baby boomers – how we will view, access and use technology is very different based on our life experience. Remember, these are generations who were only introduced to using email and the internet from around the age of 40-60 years old!
As a provider of digital services to the healthcare sector – I strongly believe we must put the patient in the driver’s seat by providing choice. We must develop digital patient access solutions that let patients, whether a baby boomer or millennial, select the type of healthcare technology that they feel confident with and fits their lifestyles.
What do you think is the right way to introduce healthcare automation?
About Dikla Ranen
Dikla Ranen is the co-founder and COO of Odoro – a leader in digital patient access solutions for health systems. Over the last 20 years, Dikla has held senior sales, business development and customer success roles in both the digital health and hi-tech sector. Working at the forefront of the changing digital patient access landscape for the past 10 years, she understands first-hand the challenges and issues facing health systems. To learn more about sector best-practices and how latest digital innovation strategies are being used to improve the patient experience, please message with Dikla on Linkedin.