Talkdesk recently released a new report alongside CHIME, the College of Healthcare Information Management Executives.
The report, named “The Future of Patient Experience: Unifying Interactions Healthcare” explores the core reasons for disconnected patient experiences, and the many consequences.
According to Talkdesk, Healthcare providers have been doubling down on their investments into solutions for enhanced patient care and experience in recent years. Largely, this has involved the adoption of new digital technologies. However, the rapid adoption of disjointed tools is leading to unintended issues, including siloed data, and fragmented interactions.
Rising Issues with Patient Experience Fragmentation
Talkdesk and CHIME believe fragmentation and disconnects between patient interactions are leading to a host of problems, including difficulty addressing care issues, and critical information gaps. Notably, these problems also lead to friction for patient and service staff, driving burnout among employees.
As patients continue to unlock more options for their healthcare interactions, and service expectations accelerate, CHIME believes healthcare vendors need to focus on uniting the patient journey to ensure consistently high-quality interactions. Unifying the various components of patient interactions can lead to more straightforward, and less stressful journeys.
Around 55 percent of the participants surveyed in the study now say integration of patient engagement tools is one of their top priorities for the coming year. However, 84 percent believe this integration cannot be achieved easily with existing platforms.
According to Talkdesk’s VP of Healthcare and Life Sciences, Patty Hayward, a cloud-focused is the best step forward. She said: