{"id":658506,"date":"2021-11-26T06:53:00","date_gmt":"2021-11-26T06:53:00","guid":{"rendered":"https:\/\/www.capgemini.com\/dk-en\/?p=658506"},"modified":"2025-03-19T03:46:56","modified_gmt":"2025-03-19T03:46:56","slug":"patients-first-digital-transformation-in-healthcare","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/dk-en\/insights\/expert-perspectives\/patients-first-digital-transformation-in-healthcare\/","title":{"rendered":"Patients first \u2013 digital transformation in healthcare"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Patients first \u2013 digital transformation in healthcare<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/03\/Scott_Manghillis-1.webp?w=960?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Scott Manghillis<\/h5><h5 class=\"blog-date\">2021-11-26<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/dk-en\/insights\/expert-perspectives\/patients-first-digital-transformation-in-healthcare\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/dk-en\/insights\/expert-perspectives\/patients-first-digital-transformation-in-healthcare\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Digitalizing healthcare is driving frictionless patient, member, and customer experience across the digital healthcare ecosystem.<\/h2><p class=\"intro-para-content\">For a year or more now, organizations in just about every sector, and in just about every part of the world, have been recalibrating. The pandemic has created supply chain issues, and it\u2019s caused financial disruption, but one of its greatest effects has been on the way organizations interact \u2013 with employees, with partners, and especially with their customers.<br><br>Organizations have needed to find new and better ways to communicate at scale, all while building and maintaining individual relationships. After all, no one \u2013 no partner, no employee, no customer \u2013 wants to be treated as a number.<br><br>The healthcare sector is a prime example of this. While the pandemic has increased the caseload, the regular flow of patient contact hasn\u2019t gone away. People want and expect their healthcare providers to know them, to understand their needs, and to be able to provide information and treatment that is appropriate to their circumstances. In return, providers need to ensure that each interaction with a patient adds to their knowledge of that person so they can continue to improve personalization of the customer journey.<br><br>Paramount for this digital transformation are intelligent, integrated systems that can provide a basis for communication that is knowledgeable and personal, and that feels natural.<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h4 class=\"wp-block-heading\" id=\"h-smart-seamless-digital-and-human\"><strong>Smart, seamless, digital \u2013 and human<\/strong><\/h4>\n\n\n\n<p><a href=\"\/wp-content\/uploads\/2022\/01\/DCO-Digital-Customer-Operations-for-Healthcare-Factsheet-v4.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">ÎÚÑ»´«Ã½\u2019s approach<\/a> aims to achieve exactly this. It may be smart, seamless, and digital \u2013 but it\u2019s also human. Its aim is to help healthcare providers understand and respond to the whole person for whom they are caring, and not just to that person\u2019s medical conditions.<\/p>\n\n\n\n<p>Our solution is a connected healthcare ecosystem built on, what we call, our CARE approach \u2013 Convenience, Advice, and Reach:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Convenience \u2013 make it easy for everyone <\/strong>\u2013 address patients\u2019 challenges with speed and ease, enabling them to interact via any channel, and on their terms<\/li>\n\n\n\n<li><strong>Advice \u2013 make it intelligent <\/strong>\u2013 predict people\u2019s needs, and suggest relevant solutions through an AI-enabled self-service model. At the same time, make use of analytical data and real-time feedback to improve their experience<\/li>\n\n\n\n<li><strong>Reach \u2013 make it available <\/strong>\u2013 enable interactions and transactions from any device, at any time of day or night, and make it straightforward to add new functionality rapidly through agile, scalable cloud solutions.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Patients benefit\u2026 and organizations benefit too<\/strong><\/h4>\n\n\n\n<p>Patients receive care and attention that is timely, informed, consistent, and professional, and that is tailored to their needs and concerns as individuals.&nbsp; They can make contact across the channels that suit them best, including phone, email, chatbots, healthcare apps, self-service portals, and social media.&nbsp; What\u2019s more, because the care they receive is holistic and personal, improved clinical outcomes are a likely result.<\/p>\n\n\n\n<p>This smart, frictionless approach also delivers a number of benefits to healthcare service providers. Patient engagement is improved, boosting satisfaction scores, and adding value to the brand. Our clients have realized Net Promoter Score increases of 15%. Also, a frictionless, connected approach means operational efficiency is increased, reducing costs by 40% over three years, creating reductions of up to 80% in process handling times, and achieving 35% costs savings by digitizing claims.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Making a difference<\/strong><\/h4>\n\n\n\n<p>There is, of course, another, perhaps less tangible benefit to an approach such as this. Organizations don\u2019t just provide a better customer experience, and improve their internal efficiency \u2013 they also increase their sense of self-worth. Healthcare service providers and the people they employ can feel good about the work they do, and the care they give. They can see that they\u2019re making lives better \u2013 that they\u2019re making a difference.<\/p>\n\n\n\n<p><strong>As we all gradually emerge from one of the worst health crises the world has seen in many years, that is a great thing to know, and a great feeling to have.<\/strong><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-profile-card undefined profile-card section profile-card-slider\"><div class=\"container profileCardContainer\"><div class=\"profile-box\"><div class=\"row\"><div class=\"col-md-6 col-lg-3\"><div class=\"box\"><div class=\"box-author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/03\/Scott_Manghillis-1.webp?w=500&amp;quality=90\" srcset=\"https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/03\/Scott_Manghillis-1.webp?w=500&amp;quality=90 1x, https:\/\/www.capgemini.com\/dk-en\/wp-content\/uploads\/2022\/03\/Scott_Manghillis-1.webp?w=1000&amp;quality=90 2x\" class=\"\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><\/div><div class=\"col-md-6 col-lg-9 right-side-box\"><div class=\"row right-box\"><div class=\"col-lg-4 profile\"><h4>Scott Manghillis<\/h4><h5 class=\"box-position\">Business Transformation Manager<\/h5><ul class=\"social-nav\" id=\"social-nav-icons\"><\/ul><\/div><div class=\"col-lg-8 desc\"><p class=\"authorDesr\">Scott helps clients transform their technology into digital, omnichannel, personalized solutions.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":103,"featured_media":658507,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[],"service":[108,347],"industry":[],"partners":[],"blog-topic":[330,127,421],"content-group":[],"class_list":["post-658506","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","service-enterprise-management","service-intelligent-business-operations","blog-topic-business-ops","blog-topic-innovation","blog-topic-innovation-nation"],"yoast_head":"<!-- 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