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In the midst of a global pandemic, many are calling on healthcare organizations as their lifelines. It was clear immediately that front line workers were ready to lend a helping hand, but what's going on behind the scenes?
There is no doubt that COVID-19 has had a huge impact on healthcare organizations, so it's important to shed some light on how they are dealing with these changes. Healthcare organizations are under pressure to respond to patient needs, while attempting a digital transformation like the rest of the world.
Healthcare workers have been superheroes during these trying times, and we want to share changes they've undergone, predictions to their future. Our #Mitel experts Stephanie Ford, Vice President of Vertical Sales, Lou Gallagher, Healthcare Patient Experience Specialist, and Steven Lawrence, Head of Healthcare weighed in on these topics in June's #MitelChats.
HOW HAS COVID-19 IMPACTED HEALTHCARE ORGANIZATIONS?
Healthcare organizations, like many other organizations, have shifted their practices online. There is a great risk in having sick patients in the office, which can now be avoided by an online alternative. Telehealth has become popular, and we also see other measures taken such as virtual waiting rooms.
Although telehealth is not a new practice, it may become the new normal for many healthcare organizations.
They had to minimize visitation hours, meaning patients were spending long hours alone. Video conferencing can help keep patients in contact with their loved ones, even if they are in quarantine.
HOW ARE HEALTHCARE ORGANIZATIONS RESPONDING TO THE CRISIS?
First and foremost, healthcare organizations focused on the safety and health of patients and employees. Next, they implemented new technology. After that, they discovered a way to combine safety and health with the new technology, in order to cater to patients' needs.
With the addition of technology that was new for most, healthcare organizations created a way to communicate with patients through a single process.
Here are a few specific examples of how some of our #Mitel customers are responding to the crisis.
WHAT TECHNOLOGIES ARE KEY TO ENHANCING PATIENT INTERACTIONS AND INCREASING EFFICIENCY?
We recommend providing technology that creates ease for the healthcare workers and the patient. When referring to technologies, think quality over quantity. It's important for staff to give the majority of time to the patients, instead of spending the day trying to navigate through technology.
One example that embodies efficiency and enhanced patient interactions is a softphone. This gives employees the ability to work from anywhere, while saving your company money.
When looking at the vast technology at hand, all our experts agree, Healthcare organizations need an Omni-channel solution. This way, they can communicate on the patient's terms; whether that is through SMS, Facebook Messenger, email, or any communication form the customer prefers.
WHAT TRENDS ARE TAKING SHAPE IN HEALTHCARE AND HOW CAN HEALTHCARE ORGANIZATIONS PREPARE FOR THE FUTURE?
We understand that in the world's current state, the future is full of unknowns. One thing we do know, is the future is digital. Further adoption of digital technologies means fewer visits to the clinic, for both the patients and the doctors. Telehealth allows minor cases to be seen from the comfort of a patient's home and they would only require an in-person visit for more serious cases.
Integration is key. It's important to provide ease for employees and patients, and that is easily done through migrating communications technology to the cloud, or Omni-channel communication.
