COVID-19 brought many disruptions to the world over the past 1.5 years, and the healthcare sector is one of the most impacted. Next to bringing a lot of extra work, the pandemic has also forced the healthcare sector to digitalize in a rapid pace. New emerging technologies such as “telemedicine,” artificial intelligence (AI), robotic process automation (RPA) are promising to evolve the healthcare sector to bring customer experience to the next level. It is safe to say that digital technology will shape the future of this industry. However, healthcare is a very personal subject to most clients and having a customer-centric approach is important. This makes going digital no easy task. Today, we will investigate the available solutions, the technology challenges, and how we can help you.
The current solutions: Artificial Intelligent and Robotic Process Automation
A recent survey published by Statista showed that in 2020, 90% of large healthcare organizations stated that they have an AI and automation strategy compared to only 53% in 2019. Furthermore, 66% were familiar with RPA in 2020 compared to 53% in 20191. These numbers showed the speedy growth of the digitalization effort in healthcare.
AI in healthcare
“Artificial intelligence (AI) refers to the simulation of human intelligence in machines that are programmed to think like humans and mimic their actions. The term may also be applied to any machine that exhibits traits associated with a human mind such as learning and problem-solving.”2
AI usage in healthcare promises to help doctors and hospitals with aggregating information from multiple sources that in 2020 remained trapped in silos. These include connected home devices, medical records, and non-medical data3. It can unveil patterns across vast data sets and empower to identify potential health outcomes.
RPA in healthcare
“Robotic process automation (RPA) occurs when basic tasks are automated through software or hardware systems that function across a variety of applications, just as human workers do.”4
RPA or so-called ‘Digital Workforce’ promise to unblock the adaptive capacity of healthcare organizations. Digital workers function around the clock. It will support healthcare workers with repetitive manual administrative tasks. For example, enroll new patients, retrieve medical histories, send out billing information, schedule appointments with patients. Healthcare workers can therefore spend more time treating patients while digital workers are doing the repetitive paperwork.
Although AI and RPA contribute to healthcare with very different approaches, they move in the same direction to enhance customer experience.
The available technologies may sound as good as they can be. Unfortunately, there are still challenges which the healthcare sector needs to overcome. Forrester’s recent report on “The Covid-19 Technology Priority List for Health Care Leaders” stated the most pressing issues which healthcare IT professional are facing and need to prioritize:
- Integrating new solutions like virtual care and remote collaboration with existing clinical workflows (38%)
- Sharing data across an increasingly fractured continuum care, including with patients (23%)
- Generating actionable, retrospective, and analytics relevant to COVID-19 (12%).5
These challenges all come down to the lack of:
- A robust integrated system that can connect to the existing clinical workflow and to patients’ portal to create end-to-end process automation
- Transparency in data movement that also available for the patients
- Data analytics and predictions.
The suggested solution: End-to-end process automation
In the previous section, we laid down the current solutions and problems the healthcare sector is facing. Undoubtedly, a long-term solution that involves a combination of technologies, people, and processes is crucial. Several attributes that will be useful for this sector are:
- The integration of multi RPA-tools, applications, devices and AI services into the existing clinical workflow. One central place to formulate and control internal systems and the patients’ portal.
- Creating a hybrid workforce allows healthcare workers to spend more time on their patients while bots work on repetitive manual tasks.
- Having real-time strategic, operational, and case insights to improve and optimize the healthcare processes.
In hospital environments, time-sensitive situations are usual. Therefore, healthcare staff can make great use of a system that requires little to no human intervention. Understanding these challenges, Be Informed has developed the Robo Orchestrator solution, which creates an efficient hybrid workforce with the established human-in-the-loop principles. Learn more about Be Informed’s solution here.