Networks Run on Liquid Data
Most health systems approach data distribution and reception in a linear fashion. Caregivers receive instructions embedded within electronic health records (EHRs) and subsequently document their activity. Patients plug into centralized systems, often manually, to schedule appointments, register for treatments, check into facilities, pay their bills, see their medical information and provide feedback.
Breaking away from one-size-fits-all operational systems allows health systems to accommodate individual consumer’s preferences in powerful ways.
These EHR-based systems for scheduling, billing, care delivery and other tasks are complex, labor-intensive, and siloed. They process data without improving outcomes. They cause delays and require frequent work-arounds. Since they operate from historical data and lack adequate feedback loops, these rudimentary systems are not intuitive. They don’t respond to end users’ critical needs in real time. For these reasons, current care operations frustrate both caregivers and consumers and result in suboptimal care delivery.
By contrast, fully networked systems built within digital ecosystems are better able to organize massive data streams and facilitate caregiver and consumer engagement in real time. Value occurs through matching appropriate resources with end-user needs. Interactions throughout the entire care delivery experience, pre-care, concurrent care, post-care follow-up, including pharmacy benefits are more efficient and effective.
Massive and well-curated data sets help build trust, strengthen relationships and lead to improved health.
Importantly, networked interactions are two-way, simultaneous, self-learning and require pervasive connectivity. Networked systems require an adaptive managerial mindset that views interactions from the end-user’s perspective and measures performance for tasks large and small based on user outcomes and feedback. Leaders who effectively manage communities of clinicians and consumers are able to build trust and brand strength, the primary characteristics that differentiate winning health systems.
This adaptive managerial mindset does not come easily for most health systems. Most health systems default to centralized command and control management systems. Such “top-down” approaches are static, not dynamic. They lack the agility to serve emergent end-user needs. Health systems that cling to traditional management models risk losing market relevance.
Liquid data is the fuel that drives performance improvement within digital ecosystems. Payment models are shifting more financial risk to providers, and consumers are exercising more choice in their healthcare treatment decisions. Networked systems can better enable enlightened health systems to improve end-user experiences, manage resources more efficiently and deliver superior outcomes.
Creating Digital Experiences
Historically, health systems have designed one-size-fits-all care delivery protocols to maximize efficiency. Unfortunately, clinicians and consumers come in all shapes and sizes, with varying attitudes about their care. A digital ecosystem offers the ability to tailor service delivery to individual needs and preferences.
The goal is to deliver the best overall experience through improved access, convenience and transparency. Amazon-like retail models have expanded end-user expectations for click-of-a-button service delivery. Health systems strive to meet these expectations, but it’s often tougher than they expect.