For years, the user experience (UX) and customer experience (CX) have been treated like completely isolated concepts. However, organizations, particularly those within the healthcare space, have recently realized that this approach has stark limitations.
In actuality, healthcare with a total experience strategy should be the standard approach for providers across the entire ecosystem. Below, we examine how organizations can innovate in the healthcare field by adopting such a strategy.
What Does Total Experience (TX) Mean for Organizations?
Before we delve into innovating healthcare with a total experience strategy, it is essential to lay the foundation for this discussion by addressing the key tenets of TX. TX provides a smooth user experience for both patients and employees, especially clinicians, across multiple platforms, channels and technologies. It combines four critical components of client, employee and systems architecture.
The four main goals that TX aims to improve include:
- Customer Experience (CX)
- Employee Experience (EX)
- Multi-experience (MX)
- User Experience (UX)
At its core, “total experience” is a concept that is founded on a straightforward principle – the experiences of all stakeholders across an entire organization are interconnected. This concept includes the experiences of consumers or patients, employees, organizational leaders, etc. In theory, organizations can enhance the experience of everyone who engages with the organization by addressing these interactions as interrelated.
Healthcare provider CIOs can advance a TX strategy across their digital journeys by engaging clinical, and corporate stakeholders to develop an organizational TX roadmap that will enable healthcare workers to reimagine these journeys while avoiding clinician burnout.
How Can Organizations Shift Their Focus to the Total Experience?
If organizations want to develop a cohesive total experience strategy, they must address the four pillar components of brand interactions.
Thought leaders at McKinsey theorize that predictive analytics will be integral to enhancing experiences with brands in the future. Once healthcare leaders understand these journeys, they can implement meaningful changes to improve the total experience.
Accomplishing this will require organizations to streamline internal and client-facing business processes by utilizing hyperautomation. The hyperautomation strategy allows organizations to:
- Effectively collect and structure data to use it to guide decision-making
- Improve data leveraging capabilities to help leadership use analytics
- Understand the experiences of shareholders, employees, users and customers to illuminate areas for improvement
This business strategy involves using several carefully selected technologies to automate as many tedious processes as possible. Taking a hyperautomation approach – automating everything that can be automated – can reduce the burden on employees while also increasing operational efficiency.
How Does TX Relate to Healthcare?
While healthcare is a universal industry that everyone must use, stakeholders must prioritize positive brand experiences. However, the healthcare system is often overburdened. Protecting business continuity can be a significant challenge between worker shortages and an ever-increasing demand for services.
Therefore, organizational leaders must strive to innovate healthcare with a total experience strategy. Such a strategy will create a better working environment for providers. A proper total experience strategy will also facilitate better interactions between the healthcare organization and its patients.
This approach will lead to less employee turnover and improved morale. Additionally, a comprehensive total experience strategy will help maximize the productivity of every team member. In addition, an extensive experience strategy will increase an organization’s ability to provide care for patients with better and faster access to data and resources. This increase will improve patient outcomes while simultaneously insulating the organization from costly legal action.
Use Cases for Healthcare with a Total Experience Strategy
Healthcare organizations can apply a data-driven approach to several clinical and non-clinical processes to improve the total experience. These use cases are as follows:
Clinical Use Cases
By implementing the right technologies, healthcare organizations can enhance the quality of care in ambulatory environments. This model will reduce processing time and increase the accuracy of communication. These technologies make traditionally tedious processes such as indexing or searching patient records much more efficient. In turn, this expedites the delivery of care and improves patient outcomes.
Additionally, data-driven strategies powered by innovative technologies can eliminate the need for faxing orders and prescriptions. Instead, care providers and others involved in the healthcare journey can seamlessly share information much more efficiently.
Data-driven tactics can also improve record-keeping and document batching capabilities. Healthcare organizations can use intelligent document capture tools to classify vital documents. This automation minimizes confusion while allowing the organization to maintain more accurate electronic health records.
Non-Clinical Use Cases
On the non-clinical side, data capturing technologies and hyperautomation can significantly improve administrative tasks, such as invoicing processing.
Healthcare invoices are notoriously tedious to process due to the volume of documents. Intelligent document processing solutions can transform information trapped in documents into data to help healthcare organizations expedite this process and improve the total experience for patients, employees and vendors.
Additionally, coupled with the TX strategy, data-driven processes can reduce the burden on human resources personnel. This will improve morale, increase compliance and optimize the accuracy of vital documents.
IDP: Facilitating Better Healthcare with a Total Experience Strategy
While many considerations must be addressed when evolving healthcare with a total experience strategy, data collection is one of the most vital.
Healthcare organizations cannot implement a comprehensive experience strategy unless they can efficiently capture, classify and extract data into a usable, structured format. In order to accomplish this, they must adopt sophisticated, intelligent document processing (IDP) solutions.
The best solutions will allow healthcare organizations to:
1. Transform Data into Actionable Intelligence
IDP technology, which is the foundation of any hyperautomation initiative, can allow organizations to process and convert massive amounts of information efficiently.
Leading IDP technology leverages machine learning, artificial intelligence and natural language processing software to extract information from a broad range of documents, including physical forms and digital files.
Once the information is extracted, it is transformed into actionable data that can be applied to decision-making and reveal insights into the experience of users, employees and patients.
2. Easily Integrate with Key Business Systems
Additionally, premier IDP solutions will easily integrate with existing business systems such as electronic health records (EHR) and enterprise resource planning (ERP) technologies. This integration will allow healthcare organizations to eliminate data silos and improve information transparency across all brand experience touchpoints.
3. Increase Productivity and Accuracy
IDP technologies will ultimately lead to increased productivity and improved accuracy of data. This clarity will allow healthcare organizations to deliver a higher quality of care to patients while also optimizing the impact of each staff member. In addition, improving data accuracy will have a cascade effect that benefits all core business processes.
Start Your TX Strategy with IDP
If you are ready to revolutionize healthcare with a total experience strategy, stakeholders must invest in proven intelligent document processing and hyperautomation technologies, such as Ephesoft Transact.
Our leading-edge solutions are trusted by organizations operating in a broad range of industries, including the healthcare sector. Get a free trial of our intelligent document processing solution or contact us to learn more.
