The technology is in place but how do you achieve efficiency in digital healthcare solutions? Part 2: Ways of working and practical tips
Digitalization in healthcare is no longer a vague vision of the future, but a concrete and ongoing change in how care is delivered. The aim of the digital solutions being introduced is to increase the efficiency and quality of care. But having the technology in place is only the first step. The real challenge - and the key to success - lies in how well the technology is implemented and integrated into the daily work of healthcare.
latforms are now established in many care providers, the potential has not been fully realized. It is clear that technical installation and real transformation are not the same thing. Without a thoughtful and strategic implementation, there is a risk that the digital tools are rather perceived as ineffective or not fully utilized.
Platform24 has implemented digital healthcare solutions across thousands of care units, and has through close collaboration with healthcare providers gained many important insights into the implementation process. Daniel Eduards leads Platform24’s training team and has extensive experience in supporting healthcare providers to realize the benefits and develop a changed way of working that takes advantage of the potential of the new digital healthcare platforms.
– “It’s very clear that realizing the potential of digital care is less about technology and more about people,” says Daniel.
Daniel explains that it’s about creating the prerequisite for staff to work in new ways, organizing care around the platform to create efficiencies, and ensuring that all parts of the organization are pulling in the same direction. With the right implementation support, digital health can be a catalyst for better and more accessible care for all.
Our previous article highlighted implementation and organization. Here, Daniel shares insights on working methods and concrete tips.
– “It’s great fun to work with healthcare professionals to find ways of working and methods that make a difference in everyday life and to discover the potential of the platform’s toolbox. For many, it’s an eye-opener,” says Daniel.
Practical tips for healthcare professionals in digital meetings:
These tips are useful for healthcare professionals who are about to start working digitally, with a focus on meetings initiated via chat:
1. Before the meeting starts
Review any information shared by the patient before the appointment, such as pictures or expectations on the appointment. If the patient has undergone a digital triage or answered a digital questionnaire before the appointment, it is good to read through the summarized anamnesis available in the appointment view, since it provides a more efficient meeting and a better patient experience. Already before starting the meeting, think about what additional information you need from the patient and try to set a plan for how you will handle the case when it starts.
2. Once the meeting has started
Start the meeting with a short summary of your understanding of the case and ask the patient to confirm this view. This shows that you have understood the information and the patient can clarify or correct if necessary. Complete with the follow-up questions you want to ask. Avoid asking exactly the same questions that the patient may have already answered before the meeting. Initiate a video/voice call if you feel it would facilitate the dialog.
3. During the meeting
Standard phrases: Take advantage of the possibility to use ready-made phrases for a faster and smoother chat with the patient. Your healthcare unit can set up a shared library of ready-made phrases and you can also create your own phrases for information that you often send to your patients. This can include standard advice, referrals and appointment-related messages such as phrases for ending appointments or starting video calls.
Parallel cases: Another important benefit of meeting patients in chat is that you have the possibility to work on multiple cases at once. You can simply receive and start a parallel case with another patient while waiting for feedback from the first patient. The ability to work on multiple cases in parallel is often highly appreciated by healthcare professionals and a key to increased efficiency in a digital context.
Collaborate with colleagues: If a case is running long and it cannot be completed during your shift, you can hand over the case to an available colleague or switch on an asynchronous follow-up period. The latter option allows your colleagues to also help manage incoming messages from the patient, even if you are not present.
4. After the meeting
Setting up an asynchronous follow-up period at the end of the appointment can also be a good idea if you and the patient need to be able to easily get back to each other on the case after some time, for example if you need to communicate a test result or if the patient has follow-up questions or needs to update you on their condition after a few days. An open asynchronous chat is also a very good tool to provide continuity and reassurance to patients with recurrent care needs, such as those with chronic conditions.
Daniel Eduards
Training & Transformation Team Manager
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