The pandemic shaped the healthcare sector like no other. Without warning, the industry had to quickly adapt to a sudden, unprecedented wave of restrictions, policies, and healthcare staff shortage. On the bright side, this crucial period served as an impetus to accelerate digital innovation, process efficiency, and the need for a more comprehensive and integrated way of providing proper healthcare to the public.
Omnichannel healthcare is a patient-centric approach that blends various touchpoints and channels to provide a seamless, consistent, and convenient omnichannel patient experience. It leverages data and technology to extend and offer personalized treatment to patients, wherever they may be.
Unlike multichannel healthcare—which utilizes modes of interaction independently— omnichannel healthcare integrates all means of communication in a unified manner, resulting in a hassle-free patient journey. If a patient, for example, inquired about a treatment through chat but wanted a more personal explanation, they could be redirected to a video call with a general doctor, and if needed, be scheduled to meet with a specialized medical professional face-to-face. This kind of holistic, patient-centered care is what omnichannel healthcare is about.
With digitalization and the consumers’ rapid adoption of tech, patients expect healthcare to evolve as well. For example, virtual care continues to be promising, as 83% of US adults say they would use telehealth even after the pandemic. Meanwhile, digital collaboration and analytics have been implemented to improve productivity and result in better patient outcomes.
According to McKinsey, medtech companies have substantially accelerated their digital transformations, adding self-service portals, webinars, and social media content, strengthening relationships with clinical and non-clinical stakeholders. This development is key, as one of the goals of omnichannel healthcare is to unify the different silos in the industry to eventually establish an integrated and collaborative network.
Furthermore, with the adoption of omnichannel in healthcare and the utilization of agile digital capabilities, providers should be able to determine individual patient needs when it matters, develop personalized interventions, and optimize engagement.
Today, people have a variety of ways to access healthcare through different healthtech solutions: health-monitoring apps, social media—even virtual reality. But easy accessibility is only one of the many benefits omnichannel healthcare brings. Let’s take a look at some of the advantages of utilizing omnichannel in healthcare:
There are various ways to deliver omnichannel healthcare. Each has its specific use and respective benefits for patients. Let’s go through a few examples.
Digital transformation in the healthcare industry isn’t easy or instant. Fortunately, providers always have the option to consult with experts and digitize their operations through the help of a healthcare BPO. Indeed, any organization wants to get the most out of its investment and collaborate with a proven partner to enable Ridiculously Good change.
Recognized by the Everest Group as the World's Fastest Business Process (Outsourcing) Service Provider in 2022 and with glowing reviews in Gartner Peer Insights Review, TaskUs has been a consistent provider for healthcare clients across the industry.
Whether you need help in transitioning to omnichannel healthcare or need to outsource certain operations, we’re ready to deliver—and go beyond that, exceeding expectations and producing Ridiculously Good results.