Maine currently has the oldest state population in the United States. For MaineHealth, the state’s largest integrated health system, this presents a unique challenge: As healthcare evolves, how do you ensure everyone has access to the right resources? How are you working towards a better patient experience that leaves no one behind?
The short answer is technology. But after hosting an event on modernizing the healthcare experience, I was inspired to write this long answer about thoughtful and empathetic use of technology.
What is health equity?
In healthcare, equity means serving people logistically, clinically, emotionally and financially — no matter who they are.
Many underserved patient groups have delayed or even avoided care due to: distrust of the systemMore recently, we’ve seen distrust impact national Covid-19 vaccination rates: CDC data shows, Blacks and Latinos are less likely to be vaccinated than other racial or ethnic minority groups. worse, Blacks and Latinos more likely to get seriously ill and die from Covid-19.
Socioeconomic status, location, gender, race, religion, ethnicity, age, or sexual orientation should not be the reason a patient cannot get the care they need when they need it. The goal is for providers and payers to treat underserved populations with empathy as they deploy solutions that reflect their priorities.
This is where technology comes in. Implemented in the right way, it enables healthcare organizations to customize the patient experience at scale. In Maine, for example, patients with access to modern technology are very comfortable with telehealth and other virtual services; but in rural states, the key is expanding access to those without it. In this situation, finding a good partner is critical to MaineHealth. For example, National Digital Equity CenterThe Maine Digital Inclusion Initiative promotes resident inclusion by extending free or low-cost digital literacy services to traditionally underserved populations and helping them master technologies that lead to financial stability and improved health.
Use healthcare technology wisely
Looking ahead, we see some promising signs. Take telehealth, which has soared during the pandemic — not just for healthcare, but mental health services as well.Shocking use of virtual care in office visits and outpatient care through April 2020 78 times higher Compared to February 2020.The use of virtual care has remained steady at a level since that big spike 38 times higher than before the pandemic.
Telehealth offers a bridge to care that was simply not possible before. It’s an important step in innovations that improve access and affordability across healthcare — helping patients avoid the need to travel to a provider’s office, secure child care, or deal with lost unpaid work time due to appointments.
Promoting fairness starts with making a good first impression on your digital “front door.” It is vital that people feel dignified and respected throughout the patient journey – from appointment to bill payment.
Here’s a tactical way to accomplish it:
- Ensure ease of use. Technology must provide an intuitive and convenient digital experience. It also means optimizing the high-performance (and ease-of-use) patient experience on mobile devices so people can access services anytime, anywhere.
- Enable language integration. Digital tools cannot be created specifically for native English speakers. All communications, including appointments, reminders and online payments, must be accessible to people with limited (or even no) English proficiency. Bilingual translations, such as English to Spanish, are a good place to start. multilingual? even better.
- Support for people with disabilities. Does your digital experience support visually or hearing impaired patients? The patient population is usually a good representation of the general population.in view of One in four American adults has a disability, ensuring that your digital products are accessible is critical to providing a positive and useful user experience. For example, you can account for users who are colorblind and visually impaired by choosing colors that are easier to distinguish. Additionally, text can be easier to read by exceeding minimum contrast and size requirements.
How people bring technology to life
To be clear, technology will never replace human interaction in healthcare. Technology is only as good as the people and processes behind it.
Digital solutions are often not the foundation for a best-in-class patient experience and improved patient engagement, rather than a complete solution. For example, Patient Experience Program At MaineHealth’s flagship hospital, Maine Medical Center, strategies such as empathy training are implemented for all staff and professionals to foster an environment where patients and their families are fully engaged and empowered to take control of their own health.
What works for one patient can be confusing and frustrating for another. That’s why it’s important to combine technology solutions with high-touch relationships, as we all work towards greater equity.
This is especially true when it comes to financial experience – paying parity is a must. There shouldn’t be a two-tier system for medical billing, nor should there be a one-size-fits-all approach. Forget confusing paper statements, inflexible payment options, and aggressive collection strategies. Provides direct information on pricing and options, including pre- and post-visit. Whatever the message, remember to be kind. Communicate billed as if you were out with family or close friends.
Ultimately, if technology presents a barrier at any point in the patient journey, (human) help will never be more than a phone call away. Implementing new tools can be an incremental process. Make sure phone lines and call centers are adequately staffed to handle these calls – preferably bilingual staff. Designed to reduce wait times to avoid frustration and make everyone feel supported.
in conclusion
If you can achieve the right mix of high-tech, high-touch options, you’re in the sweet spot to improve equity and access, patient engagement, health outcomes, loyalty, and profitability. When technology is thought through, it can transform our broken healthcare system and provide a fair and positive experience for every patient, no matter who they are.
