{"id":42440,"date":"2023-04-25T08:26:44","date_gmt":"2023-04-25T06:26:44","guid":{"rendered":"https:\/\/enreach.es\/?p=42440"},"modified":"2023-04-25T08:29:20","modified_gmt":"2023-04-25T06:29:20","slug":"com-les-interaccions-digitals-amb-els-pacients-milloren-latencio-per-part-dels-proveidors-sanitaris","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/com-les-interaccions-digitals-amb-els-pacients-milloren-latencio-per-part-dels-proveidors-sanitaris\/","title":{"rendered":"Com les interaccions digitals amb els pacients milloren l\u2019atenci\u00f3 per part dels prove\u00efdors sanitaris"},"content":{"rendered":"

La major adopci\u00f3 d\u2019atenci\u00f3 centrada en el pacient i basada en el valor continua impulsant als prove\u00efdors sanitaris a considerar noves tecnologies per millorar l\u2019experi\u00e8ncia del pacient (PX).<\/p>\n

El pacient que utilitza un navegador per trobar professionals m\u00e8dics \u00e9s la mateixa persona que programa una cita, truca per demanar una adre\u00e7a, completa un formulari d\u2019admissi\u00f3, programa proves de diagn\u00f2stic, etc. No obstant, la majoria dels cops, cada interacci\u00f3 amb el pacient roman a\u00efllada<\/strong>, el que proporciona una mala experi\u00e8ncia a l\u2019haver de repetir la mateixa informaci\u00f3.<\/p>\n

Aix\u00ed mateix, els estudis mostren que els pacients m\u00e9s actius tenen millors resultats de salut i experi\u00e8ncies d\u2019atenci\u00f3<\/strong>. La comunicaci\u00f3 amb el centre m\u00e8dic es correlaciona amb l\u2019adher\u00e8ncia del pacient als plans de tractament i a millors resultats de salut.<\/p>\n

A mida que molts prove\u00efdors sanitaris implementen la transformaci\u00f3 digital, \u00e9s necessari revisar les solucions que potencien l\u2019experi\u00e8ncia del pacient.<\/p>\n

4 formes en qu\u00e8 la tecnologia i les interaccions digitals amb els pacients poden millorar la seva experi\u00e8ncia:<\/strong><\/h3>\n

1) Fer que les interaccions entre pacients i prove\u00efdors sanitaris siguin simples i f\u00e0cils<\/strong><\/h3>\n

Les persones de tots els rangs d\u2019edat tenen prefer\u00e8ncies de modalitat quan es tracta d\u2019interactuar amb una instituci\u00f3 o prove\u00efdor de serveis. Els usuaris de major edat poden preferir una <\/strong>trucada telef\u00f2nica<\/strong><\/a> per comunicar-se amb la instituci\u00f3, mentre que els m\u00e9s joves estan satisfets interactuant amb un <\/strong>xat bot automatitzat<\/strong><\/a> a trav\u00e9s del seu dispositiu m\u00f2bil<\/strong>. Per aix\u00f2, disposar de <\/strong>comunicaci\u00f3 omnicanal<\/strong><\/a> per interactuar amb pacients pot reduir la fricci\u00f3 i contribuir a millorar l\u2019experi\u00e8ncia dels consumidors, els pacients i el personal per igual<\/strong>.<\/p>\n

Mitjan\u00e7ant l\u2019an\u00e0lisi de dades de primera m\u00e0 sobre totes les interaccions dels pacients al llarg del proc\u00e9s d\u2019atenci\u00f3<\/strong> (per exemple, trucades telef\u00f2niques gravades, interaccions amb xat bots, en xarxes sociales amb el centre m\u00e8dic, formularis completats, enquestes posteriors a l\u2019atenci\u00f3\u2026), els prove\u00efdors sanitaris poden con\u00e8ixer l\u2019experi\u00e8ncia d\u2019un pacient durant tot el customer journey<\/em><\/strong>. Aix\u00f2 implica personalitzar les interaccions adequadament, identificar quines experi\u00e8ncies necessiten millores i trobar noves oportunitats d\u2019automatitzaci\u00f3 per crear CX m\u00e9s intu\u00eftives i reduir la c\u00e0rrega administrativa.<\/p>\n

2) Augmentar l\u2019acc\u00e9s dels pacients amb informaci\u00f3 i tasques d\u2019autoservei<\/strong><\/h3>\n

Per a molts usuaris i pacients, la primera interacci\u00f3 amb un centre m\u00e8dic pot ser a trav\u00e9s d\u2019una cerca a Internet. Els prove\u00efdors sanitaris han d\u2019assegurar-se que la navegaci\u00f3 web i l\u2019organitzaci\u00f3 del contingut estiguin optimitzades per a qu\u00e8 els visitants trobin f\u00e0cilment la informaci\u00f3 que necessiten<\/strong>. L\u2019\u00fas d\u2019una gesti\u00f3 intel\u00b7ligent del coneixement que optimitzi aquest contingut pot millorar l\u2019experi\u00e8ncia dels pacients al permetre que l\u2019autoservei que comen\u00e7a amb cerques a Internet, s\u2019est\u00e9n a trav\u00e9s de p\u00e0gines web, aplicacions m\u00f2bils, bots i canals digitals.<\/p>\n

Segons <\/strong>McKinsey<\/strong><\/a>, augmentar l\u2019automatitzaci\u00f3 i l\u2019autoservei del proc\u00e9s d\u2019atenci\u00f3 al consumidor i al pacient pot reduir els costos administratius entre 24 mil i 48 mil milions de d\u00f2lars addicionals a l\u2019any<\/strong>. Un cop que l\u2019usuari o pacient interactua amb el prove\u00efdor, les accions de rutina poden automatitzar-se, com programar, reprogramar o cancel\u00b7lar una cita o pagar una factura. Les funcions de CX automatitzades i d\u2019autoservei ofereixen als pacients l\u2019avantatge de realitzar gestions en el seu propi horari i brinden als prove\u00efdors sanitaris la capacitat d\u2019assignar personal per optimitzar l\u2019atenci\u00f3<\/strong>.<\/p>\n

3) Millorar l\u2019atenci\u00f3 al pacient connectant experi\u00e8ncies al llarg del proc\u00e9s d\u2019atenci\u00f3 integral<\/strong><\/h3>\n

Si b\u00e9 les enquestes estandarditzades posteriors a l\u2019atenci\u00f3 ajuden als prove\u00efdors d\u2019atenci\u00f3 m\u00e8dica a comprendre les impressions dels pacients en retrospectiva, tamb\u00e9 hi ha una gran quantitat d\u2019informaci\u00f3 que ja es troba en les dades d\u2019interacci\u00f3 digital i trucades telef\u00f2niques. A l\u2019agregar les dades de cada punt de contacte i combinar-los amb les dades de resposta de l\u2019enquesta posterior a l\u2019atenci\u00f3, els centres m\u00e8dics poden aplicar an\u00e0lisis per obtenir informaci\u00f3 sobre el recorregut del pacient de principio a fi<\/strong>.<\/p>\n

Mitjan\u00e7ant l\u2019\u00fas d\u2019<\/strong>Intel\u00b7lig\u00e8ncia Artificial (IA)<\/strong><\/a>, els prove\u00efdors sanitaris poden obtenir informaci\u00f3 processable i rebre orientaci\u00f3 per identificar millores, tra\u00e7ar els propers passos i impulsar l\u2019excel\u00b7l\u00e8ncia en les interaccions i l\u2019atenci\u00f3 del pacient<\/strong>.<\/p>\n

4) Capacitar als agents del call center per a qu\u00e8 participin en l\u2019augment de la satisfacci\u00f3 del pacient<\/strong><\/h3>\n

Amb l\u2019escassetat de personal i la pressi\u00f3 sobre els sistemes d\u2019atenci\u00f3 m\u00e8dica, la col\u00b7laboraci\u00f3 intel\u00b7ligent entre persones i m\u00e0quines pot marcar la difer\u00e8ncia. La transfer\u00e8ncia d\u2019interaccions rutin\u00e0ries i de baix risc a una IA conversacional intel\u00b7ligent que pot escalar a un \u00e9sser hum\u00e0, segons les necessitats, pot estalviar al personal innumerables hores de treball<\/strong>.<\/p>\n

A m\u00e9s, al empoderar als agents del contact center amb una base de coneixements, an\u00e0lisis de sentiments automatitzat i orientaci\u00f3 en temps real, estaran preparats per mantenir converses m\u00e9s emp\u00e0tiques i un suport significatiu<\/strong>.<\/p>\n

La tecnologia actual basada en l\u2019experi\u00e8ncia del client (CX) \u00e9s la clau per connectar les dades d\u2019interacci\u00f3 del pacient d\u2019una manera que augmenta la comprensi\u00f3 del prove\u00efdor sanitari de tot el proc\u00e9s d\u2019atenci\u00f3.<\/p>\n","protected":false},"excerpt":{"rendered":"

La major adopci\u00f3 d\u2019atenci\u00f3 centrada en el pacient i basada en el valor continua impulsant als prove\u00efdors sanitaris a considerar noves tecnologies per millorar l\u2019experi\u00e8ncia del pacient (PX). El pacient que utilitza un navegador per trobar professionals m\u00e8dics \u00e9s la mateixa persona que programa una cita, truca per demanar una adre\u00e7a, completa un formulari d\u2019admissi\u00f3,… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":42441,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2144],"tags":[3975,3196,3197,3099,3286,3709,4620,3100,3289,3202,3106,4618,4619,3631,3630],"class_list":["post-42440","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacions-al-nuvol","tag-analisis-de-dades","tag-automatitzacio","tag-autoservei","tag-call-center-ca","tag-capacitacio-dels-agents","tag-centre-medic","tag-comunicacio-omnicanal","tag-contact-center-ca","tag-customer-journey","tag-cx-ca","tag-ia-ca","tag-interaccions-digitals","tag-proveidors-sanitaris","tag-px-ca","tag-satisfaccio-del-pacient"],"acf":[],"yoast_head":"\nCom les interaccions digitals amb els pacients milloren l\u2019atenci\u00f3 per part dels prove\u00efdors sanitaris - 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