Instead of utilizing multiple, disparate solutions that essentially do the same thing, health care executives will need to hone in on and create frictionless patient experiences.
COVID-19 unveiled the inefficiencies and patient frustrations of the U.S. health care system and what happens to health care providers that have been laggards in digital transformation efforts. While the introduction of several vaccines shows promise, the impact of the pandemic will have long-standing implications for health care well into 2021 and beyond. As we take stock of the lessons from 2020 and kick-off the new year, here are five things the health care industry will need to focus on and better address in 2021.
1. Patient-centric digital transformation
Technologies that keep patients informed, engaged and satisfied while powering a financially strong health care organization will be essential for success. During and after the pandemic, patients will naturally have questions regarding their health, a rescheduled elective procedure, a bill they received, or payment options. This could lead to increased call volume for your teams. To handle this surge in patient inquiries, health systems must deploy digital channels, like they did with telehealth.
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2. Seamless patient solutions
Instead of utilizing multiple, disparate solutions that essentially do the same thing, health care executives will need to hone in on and create frictionless patient experiences. Many health care IT companies today have merged and "bolted together" solutions via acquisitions to create their solution offerings for health systems. For example, conventional patient payment companies have created portals and billing statements that do not connect to the underlying payment technologies. This assortment of point solutions leaves health systems in the dark.
Meanwhile, these fragmented technologies create friction for patients, often in the form of multiple bills after a single visit and a lack of clarity around what is owed and why. This creates a disjointed experience, resulting in dissatisfied patients.
3. Economic and health equity gaps
The pandemic has shown that certain populations experience obstacles more acutely than others when seeking health care. For example, a patient's socioeconomic status, as well as access to quality health care and their level of trust in the health care system impact their ability to achieve optimal health. Organizations will commit more resources and partner with others within the health care community to bring greater empathy and support to ensure every patient can reach their full health potential.
4. Financial barriers to care
Hospitals and health care providers must meet patients along their health care financial journey and offer clear details on payment plans and financing options based on their propensity to pay. Addressing patients' concerns associated with medical expenses and providing better education about health insurance and how it impacts the patient's out-of-pocket cost is paramount to improving our population's health.
Together, health care providers, health plans and technology providers can create a future where patients are empowered, not anxious, when they need health care because they have financial clarity when it's time to visit their doctor. Increasingly, patients will expect to receive a seamless, direct-to-customer experience in their health care, just like when they order takeout or a rideshare. They will demand the ability to set up and manage payment for a virtual doctor's visit with the same convenience, cost and service transparency as when they receive a digital notification from their delivery or rideshare app.
5. Postponement of elective procedures
As hospitals continue postponing elective procedures amid the COVID-19 resurgence, patients who have met their deductible this year are unable to seek care. This presents challenges for patients who will have their deductible reset at the start of the new year. In other words, they'll have to meet their deductible amount again before their insurance benefits kick in for eligible expenses. With single deductibles averaging more than $1,600, we will likely see increased postponements of non-urgent procedures in 2021 as the affordability crisis rages on.
As we reflect on 2020, COVID-19 has created a greater commitment and renewed sense of urgency to address inefficiencies in the system. In 2021, health care providers must continue that commitment through more resources and greater collaboration across the health care community. Doing so will ensure all patients have access to the information they need to make informed health care decisions now and in the future.
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