The Retrofuturist Chronicles: It’s Always Great Achieving Patient-Centered Care in the Experience Economy

Episode 12 concludes with a goodbye. Aunt Natalie departs on a new mission for the Cosmopolitan Retrofuturistic Innovators’ Secret Investigative Sisterhood (CRISIS), leaving Miranda in the capable hands of her Aunt Belinda. However, before Aunt Natalie leaves, she gets to witness how Miranda has taken her many lessons to heart and is putting her talents to work helping others (which could put her in good stead as a potential future member of CRISIS).

Miranda’s project with Aisha and Dr. Heiler also echoes the trend in healthcare toward providing richer, patient-centric experiences. While the online support group that Miranda and Aisha are building is a great way to connect patients with more information, healthcare organizations need to target virtually every facet of operations to meet the expectations of a new generation of patients. In other words, they need to become intelligent enterprises that deliver value-based patient-centered care at every touchpoint. Here are some of the key trends driving this transformation.

Improving the patient experience

Today’s healthcare patients are different than those of even just a few years ago. They’re better informed, have more choices, and they’re taking a more active role in their own care. They’ve evolved from passive recipients of care to active consumers of health services. As a result, healthcare itself is becoming a more competitive, consumer-focused business. Today’s patients expect the same convenient, personalized experiences from their healthcare providers that they receive as consumers—and new, paradigm-breaking players are bringing a new customer-centric focus into the healthcare market and forcing the industry’s established providers to up their game. A seamless patient experience that maintains its consistency across digital and physical interactions will help providers separate themselves from the pack.

Subscribing to patient outcomes

Patients are demanding more visibility into information on providers and treatments. They want to understand the value they’ll realize based on key performance indicators and the ratings and experiences of other patients facing similar circumstances. Also, as people become more aware of their role in maintaining their own health, healthcare providers will continue to focus on prevention programs and care options that empower patients with the personalized, contextual data they need to achieve the desired outcomes. In effect, healthcare providers must also become information brokers and personal coaches/educators in addition to their traditional roles to meet the expectations of a more demanding healthcare consumer.

Operating smart and efficiently

Rising healthcare costs aren’t just a patient concern. They’re also a core challenge for healthcare providers. Organizations are always looking to remove unnecessary costs, reduce waste, and free up budget and staff for innovation and better patient care. Providers that aspire to be intelligent enterprises will rely on a next-generation digital core to drive smarter business processes. They’ll capitalize on IoT technologies and machine learning to automate traditionally labor-intensive front- and back-office activities. And they’ll deploy cockpits with embedded analytics, predictive capabilities, and simulations to ensure a more agile nervous system for the entire organization. With the resulting control and visibility, they’ll have the resources to embrace the latest best practices, use resources and supplies more effectively, and streamline and simplify claims processing.

Enabling data-driven decisions

Healthcare has always been a data-driven field. But the way providers collect and analyze information will change dramatically. Electronic medical records, data from apps, wearables, mobile devices, sensors, and clinical innovations will significantly increase the volume of data to be tracked and analyzed. In addition to mining historical data to understand trends, providers will also analyze information in real time to anticipate patient needs and deliver care proactively. Big Data technologies, analytics, artificial intelligence, and machine learning will arm care providers with new insights that experience and intuition alone can’t provide.

Empowering the workforce

One of the biggest contributors to poor patient experiences is paperwork. Providers can get weighed down with the work of completing the required forms, which takes up time and resources that could otherwise be devoted to patient care. A new generation of digital tools will allow frontline staff to reevaluate how they work, automate repetitive and time-consuming tasks, and help them get the most out of their professional training. They’ll spend less time on administrative tasks and more on patient service. Advanced mobile devices will also support faster communication, just-in-time delivery of information and test results, and greater overall flexibility in the work environment.

Go to to learn more about how SAP can deliver the intelligent technologies that are creating new opportunities for healthcare providers and helping them assume a leadership role in a more patient-centric era. You can also take our self-assessment to see how far you’ve progressed on your journey toward becoming an intelligent enterprise.

SAP and Capgemini:

Transforming healthcare for a digital era

Capgemini helps today’s healthcare innovators use SAP solutions to develop the strategies, discover the insights, and streamline the processes that support a more patient-centric approach to care delivery.

We have the expertise to transform every aspect of the patient value chain to help healthcare stakeholders provide the best value and outcomes—while creating a platform for ongoing innovation in patient service and treatment.

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