The patient-centricity era: 4 key areas to improve consumer experience

In my previous blog on “the patient-centricity era”, I had highlighted five key areas that healthcare organizations need to focus on. In this blog I would like to focus on the patient’s data, and provide four new ideas for organizations to streamline the acquisition, analysis and storage of this crucial data.

Many of you know the story about e-Patient Dave, who started the movement called “Give me my damn data.” But the real question is, how many organizations are actually doing it? The premise here is for individuals to own the data, and if required, do more analytics with respect to their family members.

So here are four key areas to focus on to improve your consumers’ experience:

  • Data acquisition made simple: Health information exchanges are making it easier for healthcare organizations (hospitals, doctors, clinics & health insurance companies) to share patient data. Data acquisition takes place in various formats, like EDI transactions (837,834,835 etc), CCD and manual data submissions. Data can also be acquired from wearable devices like Fitbit, Smartwatch, etc. and from social media forums and websites. So the key questions are: how smart can our systems be to make sense of all the data, and how is this helping consumers?
  • Data storage: With data pouring in from various sources, storage and retrieval of data when required becomes a huge challenge. Organizations have to focus on the protection and safety of this acquired data and make smart decisions when it comes to data storage.
  • Data analytics: Once we have decided on data acquisition and data storage, the next challenge is to perform meaningful analytics to obtain the full benefit. Very few organizations have started to look into this, and there is growing discontent amongst consumers, as they do not see any meaningful information being passed on to them.
  • Behavioral change: This is one of the most discussed areas in healthcare and has been neglected for a long time. Unless the consumer is given the data and the associated benefits, as well as ensured the credibility of the information, there will be no change in behavior. The consumer has to make a call based on the data so that he can make behavioral change decisions.

So, the real questions are: how does today’s technology help us achieve this goal, and how long will it take for healthcare organizations to give consumers access to their data?

This article was originally published on Healthcare IT News on September 15, 2014, and is re-posted here by permission.

Baskar Mohan

Director - Healthcare Practice, Virtusa. Baskar has more than 18 years of professional IT experience with over 13 years of US project experience. He has worked in the Healthcare industry for the past 11 years both on the payer and the provider systems. He has extensive knowledge of the Blues and has worked with them in many corporate initiatives including the HIPAA 4010A1 conversion, SSNE and the NPI project. On the payer side, Baskar has worked on EDI and core claims systems. During his tenure at BCBSMI, Baskar has worked in EDI, Membership & Billing, Facility, Professional, Dental, FEP & NASCO to name a few. Baskar has also very good exposure to the government run Medicare & Medicaid programs and has worked for the Dept of Health Services, Sacramento, California. He also has executed a number of projects in healthcare related to BPM. Baskar is very knowledgeable of the Pega platform and in specific the Healthcare payer framework, Insurance Industry framework & CPM. More recently he has executed projects related Governance, Risk and Compliance using Pega for providers very specific to CoBIT & HIPAA. As a Chief Architect, Baskar is responsible for designing solutions for 5010 & ICD10 solutions. He has created go to market solutions to help customers transition to 5010 & ICD10. As a Program Manager, he is responsible for delivery & execution of all projects both onsite & offshore and currently manages a team of resources. As a Client Services Director, Baskar is responsible for revenues for healthcare book of business, assist the sales team with pre-sales, account radiation and client management. Baskar has experience working with global clients across, USA, UK, France & Netherlands.

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