{"id":478890,"date":"2023-05-30T09:00:41","date_gmt":"2023-05-30T16:00:41","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=478890"},"modified":"2023-05-30T09:08:12","modified_gmt":"2023-05-30T16:08:12","slug":"building-truly-patient-centric-digital-first-healthcare-services","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/building-truly-patient-centric-digital-first-healthcare-services","title":{"rendered":"Building truly patient-centric, digital-first healthcare services"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]<b><span data-contrast=\"auto\">Together, Genesys and Orange Business are helping life science, healthcare and MedTech clients around the world to digitally transform and elevate customer and employee experience. <\/span><\/b><a href=\"https:\/\/www.linkedin.com\/in\/melanie-goncalves-andreas\/?originalSubdomain=de\"><b><span data-contrast=\"none\">Melanie Goncalves Andreas<\/span><\/b><\/a><b><span data-contrast=\"auto\"> and <\/span><\/b><a href=\"https:\/\/www.linkedin.com\/in\/olivier-vicaire-bbb43263\/?locale=en_US\"><b><span data-contrast=\"none\">Olivier Vicaire<\/span><\/b><\/a><b><span data-contrast=\"auto\"> share the latest game changing tips and best practices.<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Personalised care vision<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A recognised global cloud leader in customer experience (CX) orchestration, Genesys works with over 460 healthcare insurers, providers and biotechs as well as 80% of the world\u2019s top ten healthcare and pharma companies. Likewise, Orange Business is a cloud-native provider deeply rooted in the industry through subsidiaries like Enovacom and B&amp;D Life Sciences, along with startup incubation programs such as Digital Health 2 and Future4Care. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Increasingly, we\u2019re seeing a strong desire to deliver highly personalised care through the optimal blending of physical and digital channels. In order to be more meaningful, those interactions need to show we genuinely care about them as well as providing opportunities for mutual learning, effective collaborations and better outcomes. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">What patient are actually saying<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Clearly, there\u2019s still a way to go with a <\/span><a href=\"https:\/\/pubmed.ncbi.nlm.nih.gov\/31571837\/\"><span data-contrast=\"none\">growing need to improve doctor-patient relationships<\/span><\/a><span data-contrast=\"auto\">. Not least because clinical trials are 20% more likely to launch using patient-centric designs. Conversely, 19% of trials close or terminate early because they don\u2019t have enough patients resulting in an estimated cost of over $800+ billion. Also, participation in patient support programs has been shown to reduce prescription abandonment by up to 70%.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><span data-contrast=\"auto\">A survey by <\/span><a href=\"https:\/\/patientengagementhit.com\/news\/61-of-patients-want-better-patient-engagement-in-2022\"><span data-contrast=\"none\">Actium<\/span><\/a><span data-contrast=\"auto\"> confirmed a similar story with: <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"26\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">61% of patients wanting better engagement with their doctors and healthcare providers.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:720}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"24\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">38% feeling their doctor didn\u2019t listen to their concerns.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"24\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">35% saying they don\u2019t get enough time during appointments.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><b><span data-contrast=\"auto\">Creating a real two-way street<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.bcg.com\/publications\/2021\/pharma-industry-changing-doctor-expectations\"><span data-contrast=\"none\">Expectations are also changing among doctors<\/span><\/a><span data-contrast=\"auto\"> looking for new ways to engage with pharma companies. Only 39% feel blanket email communications are effective or very effective. Digital channels webinars (90%) and virtual speaker programs (91%) now score almost as highly as personal visits (92%).<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Any doubt that patient and healthcare professional (HCP) journeys are inextricably linked has now evaporated. Physical and digital support tools allow HCPs to discuss treatment options with patients and collaborate and exchange information with peers. However, the same BCG research found that the perceived effectiveness of channels varied by department. For instance 100% of Rheumatologists favored social media compared to just 61% of cardiologists. Underlining the importance of using the right channel at the right time for the right situation. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">But how can we deliver personalisation at scale?<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Embracing hybrid intelligence<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The chances of success greatly increase when human resources are augmented with artificial intelligence (AI). The secret is to start small, experimenting with AI use cases and failing fast. Learning and refining processes as you go as part of a more collaborative approach.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><span data-contrast=\"auto\">Confirm what adds value by asking patients and HCPs. Then use outcome-based KPIs to measure success \u2013 as opposed to old contact centre stats geared around time and cost savings. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><span data-contrast=\"auto\">Invariably, moving to a hybrid intelligence model may involve bridging siloed systems and processes. If so, Orange Business specialists can help analyse data and customer journey, secure systems, and provide governance to ensure compliance.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><b><span data-contrast=\"auto\">Step 1. Making full use of customer journey data\u00a0<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">You can\u2019t be customer-centric \u2013 and truly appreciate what really matters to them \u2013 if you cannot understand their journey. It also means understanding their goals and what they are trying to achieve- But you in their shoes. Knowing their journey will not only <\/span><span data-contrast=\"auto\">help them to archive <\/span><span data-contrast=\"auto\">their goal but also nudge them down a path that is aligned to your business objectives, like increasing revenue and improving CX by providing more meaningful content.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/customer-journey-analytics\"><span data-contrast=\"none\">Journey analytics<\/span><\/a><span data-contrast=\"auto\"> remove these blind spots between touchpoints. Similarly, <\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/pointillist\"><span data-contrast=\"none\">aggregating data from any source<\/span><\/a><span data-contrast=\"auto\"> allows you to connect the dots from previous interactions with healthcare specialists, pharmacies, sales and product teams, and med tech partners. Layering and visualising that data reveals the full picture and new ways to improve journey orchestration.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><span data-contrast=\"auto\">When done correctly this approach makes it significantly easier:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"29\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Empathise and align your organisation around the customer.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"29\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Personalise omnichannel experiences.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"29\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Drive CX improvements that deliver business impact.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"29\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Enable data-driven decisions at scale.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><b><span data-contrast=\"auto\">Step 2. Unlocking fresh insight through content analytics<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Similarly, you can\u2019t improve what you don\u2019t know. That\u2019s where <\/span><a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/speech-and-text-analytics\"><span data-contrast=\"none\">speech and text analytics<\/span><\/a><span data-contrast=\"auto\"> come in. By introducing new capabilities (like full interaction transcriptions, phrase recognition and sentiment analysis) you can:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"31\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Ensure 100% quality of information when servicing customers.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"31\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Quickly spot and plug skills and knowledge gaps, reducing errors and costs associated with repeat callbacks.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"31\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Drive a cadence of scheduled coaching and performance feedback based on customer surveys and quality evaluations.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><b><span data-contrast=\"auto\">Making it happen<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Everything described in steps 1 and 2 can be achieved through cloud migration with Unified Engagement Suite powered by Genesys Cloud. Orange Business can help in other ways too. Not only with validated solution design but also through rapid prototyping, testing, and measurement, prior to going live. Effectively de-risking investment and providing a verified view of what good will look like.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The end result is improved patient outcomes, revenues, cost savings and quality of interactions across health authorities.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Watch the full <\/span><a href=\"https:\/\/www.youtube.com\/watch?v=yrGFjMIn_Pk\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">webinar<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]Together, Genesys and Orange Business are helping life science, healthcare and MedTech clients around the world to digitally transform and elevate customer and employee experience. Melanie Goncalves Andreas and Olivier Vicaire share the latest game changing tips and best practices.\u00a0 Personalised care vision\u00a0 A recognised global cloud leader in customer experience (CX) orchestration, Genesys [&hellip;]<\/p>\n","protected":false},"author":1020,"featured_media":478971,"template":"","tax_priority":[],"tax_blogtype":[],"tax_blogcategory":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[17531],"tax_buying_job":[],"tax_buyer_persona":[16881,16900],"tax_sector":[16954],"tax_segment":[17096],"class_list":["post-478890","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_products_programs-genesys-cloud-cx-en-gb","tax_buyer_persona-business-en-gb","tax_buyer_persona-technical-en-gb","tax_sector-healthcare-en-gb","tax_segment-enterprise-en-gb","tax_content_type-blog-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/478890","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1020"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/478890\/revisions"}],"predecessor-version":[{"id":478975,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/478890\/revisions\/478975"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/478971"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=478890"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=478890"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=478890"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=478890"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=478890"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=478890"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=478890"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=478890"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=478890"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=478890"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=478890"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=478890"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=478890"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}