1. How do you see the integration of technology and human touch reshaping patient experience in today’s healthcare landscape?
Improved access and convenience:
Telehealth and remote monitoring technologies allow patients to access healthcare services from the comfort of their own homes, reducing the need for in-person visits and improving access, especially for those in remote or underserved areas.
Online portals and mobile apps enable patients to conveniently schedule appointments, received notifications & reminders, make online payment without waiting compared to manual processes, view results and medical reports.
Enhanced personalization and engagement:
AI-powered chatbots can provide personalized health recommendations, reminders, and support, tailoring the experience to each patient’s unique needs and preferences.
Wearable devices and connected home health technologies allow for continuous monitoring and real-time data collection, enabling providers to better understand a patient’s health status and adjust care accordingly
Interactive Platforms:
Tools like patient portals offer access to medical records, test results, and educational resources, empowering patients to be more involved in their care.
2. Can you share specific examples or case studies where technology has significantly enhanced patient engagement and experience in your practice or organization?
Mobile Application
UMSC QCare which consists of Self Check In, Online Payment, View Past Appointment’s History, Digital Patient Journey and Patient’s Feedback.
Virtual Queue
Integrate the Queue Management System with Q Care Mobile Application to receive real-time updates and notifications on their queue status.
Doctor On Board
A real time information of the availability of consultants during clinic hours. To engage with patients via the Doctor on Board display in order to improve and enhance communication with patients. To provide immediate information access to patients.
3. What challenges do healthcare providers face when balancing technological advancements with maintaining a personal, human touch in patient care?
Technology Integration: Integrating new digital tools and platforms into existing clinical workflows can be complex and disruptive. Providers must ensure these technologies seamlessly complement rather than complicate the care experience.
Accessibility: Not all patients may have equal access or comfort with using digital health technologies. Providers shall ensure equitable access to Digital Health Technology
Adoption of New technology: Adopting and mastering new technologies requires time and training for both providers and staff. This can be a significant investment, and providers must balance technology implementation with maintaining quality face-to-face interactions.
Data Privacy and Security: The use of digital health tools raises important concerns around data privacy, security, and patient trust. Providers must carefully navigate these issues to maintain patient confidence in the care experience.
Clinical Workflow Disruption: Poorly designed or integrated technologies can disrupt clinical workflows, leading to frustration, reduced productivity, and potentially compromised patient care. Providers must thoughtfully select and implement technologies that enhance, rather than hinder, their ability to deliver highquality care.
4. In your opinion, what are the key technological trends that will drive the future of patient experience and engagement?
Robotic – Minimal Invasive Surgery: Robotic platforms, such as the da Vinci Surgical System, provide surgeons with improved precision, dexterity, and 3D visualization, expanding the range of MIS applications. Ongoing advancements in surgical technology, including the development of robotic-assisted surgical systems, have further enhanced the capabilities of minimally invasive procedures.
Mobile Apps & Patient Portal: Engaging mobile apps that empower patients to manage their health, track progress, and actively participate in their care
Augmented and Virtual Reality (AR/VR): AR/VR applications for patient education, pain management, and immersive therapeutic experiences. Use of AR/VR in remote consultations and virtual “home visits” to enhance the personal connection between patients and providers
Remote Patient Monitoring (RPM) and Telehealth: Wearable devices and connected home health equipment to continuously monitor patient health metrics Expansion of telehealth services to improve access to care
5. How do you ensure that technological innovations in healthcare are accessible and user-friendly for both patients and healthcare providers?
Foster a Culture of Digital Health Literacy: Implement comprehensive digital health literacy programs to educate both patients and healthcare providers on the benefits, capabilities, and responsible use of digital health technologies. Encourage a culture of innovation and continuous learning, where users feel supported and motivated to explore new technological advancements in healthcare.
Ensure Seamless Integration and Interoperability: Design digital health solutions that seamlessly integrate with existing healthcare workflows, electronic health record (EHR) systems, and other clinical tools. Promote interoperability and data exchange across different platforms and systems to minimize the burden on users and provide a cohesive digital health ecosystem. Collaborate with healthcare organizations and technology vendors to establish standard protocols and guidelines for data sharing and system integration, further enhancing the user experience.
6. What insights or key takeaways do you hope to share with the attendees at the 4th Annual Patient Experience & Engagement Summit in Bangkok?
Leverage Automation and Workflow Optimization: Automate administrative tasks, such as appointment scheduling, prescription refills, and billing, to enhance operational efficiency and free up healthcare providers to focus on patient care. Implement robotic process automation (RPA) and intelligent algorithms to streamline clinical workflows, reduce manual errors, and improve overall productivity. Explore the use of chatbots and virtual assistants to provide personalized guidance, answer common questions, and facilitate patient self-service.
Enhance Patient Engagement and Education: Develop patient-facing mobile applications, educational portals, and interactive content to empower patients with information about their health, treatment options, and self-care strategies. Leverage virtual reality (VR) and augmented reality (AR) technologies for immersive patient education, pain management, and rehabilitation experiences.
Foster a Culture of Innovation and Collaboration: Cultivate a culture of innovation within healthcare organizations, where new technologies and digital health solutions are continuously explored and tested. Establish partnerships and collaborations with technology companies, startups, and research institutions to stay at the forefront of healthcare innovation. Encourage cross-functional teamwork and interdisciplinary communication to drive the successful implementation and adoption of technological advancements.