The 4 Principles of Transforming the Digital Patient Journey
The Vast Opportunities for Digital Tools Require 4 Key Principles
Development of a sustainable telehealth solution should be designed to serve a long-term purpose.
The traditional episodic sick care model is not designed to meaningfully address long-term patient care needs, especially virtually.
Digitalization of the care model must synchronize the full continuum of patient needs throughout their health care journey.
One size will not fit all.
Background
Digital enhancements as a result of COVID-19 will continue to reshape our health care delivery models for years to come.
We have struggled to integrate these advancements into a seamless patient experience.
In order to address long term patient needs, we need to consider the integration of digital tools across the continuum of the patients’ health care journey.
The following represents the top 4 principles to address in developing an optimal digital experience from the user (Patient) perspective.
Review
Shift from the Episodic “Sick Care” episodic model to a Continuum of Care Health Journey:
The current episodic sick care model leaves patients feeling dismissed without complete attention.
Delivering longitudinal care via a holistic approach addresses the patients’ needs to cope, adapt and thrive.
Provide a Flexible System of Tools and Capabilities:
Remote self-monitoring does not guarantee patient engagement.
Monitoring device, at-home testing, asynchronous communications must all work together rather than be disparate devices.
Providing a clear path for accessing care teams, will improve responsiveness to a patients changing care status.
When designed well, this enables patients to meaningfully participate and contribute to their care.
New Optimal Patient Journey
Building Trust is a Long-Term Effort:
Provider visits are not enough.
Poorly designed tools and systems erode patient trust.
Communication channels should be bi-directional.
Need to anticipate times of patient struggles.
Have lower thresholds for patient consults.
Overcome the Obstructive Nature of Technology:
EHRs were NOT designed for optimal integration and improved digital functionality.
Digital tools are often not fully integrated into clinical workflows, nor used across a full multi-disciplinary team.
Develop process to avoid patients from “falling through the cracks”.
Identify patient cohorts across the full continuum of care.
CONCLUSIONS:
To optimize the patient journey, virtual visits/tools and in-person offerings must work in an integrated fashion across the full spectrum of patient needs.
Patient tools should include channels for self-guided problem solving and care team communication.
The future of digitalization should be built to anticipate and meet the continuum of patient needs.
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