Sergio Mejía
Vice President and Country Manager
View from the Top

Patient Experience an Overlooked Area in Healthcare

Wed, 09/05/2018 - 17:42

Q: How can technology improve existing healthcare practices?

A: The healthcare system has lagged behind compared to other sectors in terms of customer experience, which in this case would have to be defined as the patient’s experience. The patient’s journey through the entire health chain, including hospitals, doctors and insurers, is not well-connected so there is a significant opportunity for companies. While healthcare is an entirely different sector, keeping track of a patient’s health and allowing the patient to share that information with doctors would streamline services. When patients visit a doctor, they are asked exactly the same questions to get a first diagnosis. Allowing a patient to have this information available to share with their doctor would greatly transform the industry, while this information could even grant healthy individuals access to insurance at reduced rates.

Q: What role could IoT and Big Data practices play in the future of healthcare?

A: Big Data can play an essential role in compiling information and providing better suggestions to doctors. The pharmaceutical industry could also use Big Data to perform pharmacovigilance. A technological platform can even give suggestions on what OTC medicines should not be mixed, what not to eat or what exercises to avoid. Genomic medicine would also benefit from IoT practices, which would provide large amounts of information without the need for costly genetic testing on each patient. Doctors and clinics could benefit from external sources analyzing a patient’s symptoms in real time. These tools can also be used to bring highly specialized medical care to rural areas.

Q: How can IoT practices penetrate healthcare?

A: When individuals did not have access to internet on their phones, they visited internet cafes. Health centers can play this critical role in introducing technology into healthcare practices by incorporating the necessary equipment to monitor patients and provide them with innovative prevention plans that provide recommendations on exercise and eating habits.

Q: How can this system be implemented in Mexico? What general benefits will it bring to the country?

A: Considering the size of Mexico’s public healthcare sector, it should be the first adopter of this technology, as the technology would allow it to reach a much larger segment of the population. The second adopter in the country would be the insurance companies, since this information would be extremely useful for compiling and monitoring a large amount of individual data that would in turn allow for more accurate risk assessment. Pharmaceuticals would also benefit from acquiring this information.

Q: What role would Genesys play in this ecosystem?

A: Genesys provides the platform to monitor and compile all the information that the patient is willing to share. Big Data includes two types of information: structured information, which in this case would be vital signs and unstructured information, which refers to doctor calls and the reasons behind them. There are many areas that need to be addressed to improve the patient experience from the moment they call to schedule an appointment. After the first appointment with the doctor, patients often leave the treatment for various reasons. Our platform can encourage patients not to abandon the treatment by channeling them immediately to the necessary tests and follow-ups. Treatment abandonment could be avoided by sending reminders and the automatic incorporation of follow-ups with the use of technology

Globally, some hospitals and health clinics have incorporated Genesys platforms to improve the attention they provide to patients. We have also created platforms for clinics that provide remote assistance and allows them to offer faster and more effective attention while providing clear monitoring on the doctor’s performance.