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Whether its video visits hitting the mainstream, or chatbots being used to engage with and educate patients, COVID-19 has provided the inertia for a shift that has been in the works for quite a while, says Dr. Sylvia Romm.
It’s no longer just about receiving care; patients want personal engagements, but they want them to be accessible through a web or mobile interface, says Doug Tolley, who breaks down the latest KLAS research.
The progress that has been made in leveraging digital tools to improve consumer experience has been nothing short of amazing. But a major hurdle still exists, and it’s one that needs to be addressed quickly, says Dr. Joseph Kvedar.
No one wants to be asked the same question twice (or more), but when it can provide some extra clarification – particularly when it comes to patient complaints – it can make all the difference, says Dr. Craig Joseph in this piece.
Instead of requiring patients to use a portal to schedule visits or access their information, why not push these services out in an interactive manner, asks Mike Davis, who suggests it might be time for a hybrid approach to engagement.
