Using technology to improve patient experience and outcomes

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Technology is at the heart of the healthcare efficiency drive, with data sharing, analytics, collaboration and digital practices driving the delivery of healthcare services. With Australian Healthcare Week including a focus on Healthcare Efficiency and Technology, Alex Holderness uncovered ways technology is helping improve the patient experience.

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The theme ‘customer centricity’ is starting to gather pace, perhaps more specifically collaboration for improved outcomes. The only way to make patient centricity a reality is to establish a partnership among practitioners, patients and their families that meets tailored needs.
I spoke with Jason Whakaari Executive Director, ICT, Capital & Contracts at Western Health to uncover a few ways technology is helping improve the overall patient experience.
Accurate patient demographic data
‘Did Not Attend’ rates have reduced, because there’s a flow-on impact of new systems in place that are feeding accurate patient demographic data. SMS text alerts are also reducing the amount of un-attends and they become a widespread standard of practice.
One example of such a system is ‘QuickAddress’ which allows healthcare providers to check patient information against the Australian Post database to make sure information is accurate. This increases the chances of being able to follow up with a patient for a booking, scheduling or follow up requirement.
Queue Management Systems
Queue management systems are increasingly saving people time. Patients can simply scan their barcode in and be provided with information on exactly how long their expected wait will be before they see a clinician. As a result Do Not Stay (DNS) rates are improving as fewer patients are getting frustrated and leaving.
The systems are also providing on-site mapping information on local facilities to improve overall experience. There’s an increased propensity for better-informed patients.
Better informed clinicians
A better informed clinician will ensure a better patient experience. Where additional attendances may have been required in the past, e-health solutions are increasing the flow of information and reducing the need for return visits.
Using auto faxing as an example, 80% of Victorian Health Services are still auto-faxing information to GPs; the problem for the GP is that it’s not a very convenient format. What generally happens is the document then has to be scanned into the system. Being able to send the information straight into the practice management system will be much easier for GPs. This new way of reporting onto a digital medical record will also ensure accuracy of notes. Outpatient communication is another area being developed along with what’s being termed ‘e-referrals’ and ‘e-discharge’.
Widespread access
Like many other industries, the healthcare sector is starting to catch up on the BYOD revolution, generally through a dedicated network. Wifi is also providing the opportunity to have widespread access to information.
A recent Ponemon Institute study showed that hospitals are absorbing an estimated $8.3 billion annually as a result of using old technology. Old technology forces clinicians to waste an average of 46 minutes a day waiting for patient data. The main culprits impeding the flow of this information are inefficient and outdated pagers, deficient email, BYOD bans, and most notably, unreliable or nonexistent Wi-Fi communications.
We’re starting to see this change in today’s healthcare environment, enabling clinicians to be mobile, recording data and providing improved bedside care and accuracy.
Information is spreading
The (Personally Controlled Health Record) PCHR is enabling access to patient health information across entities. Jason used the example of Western Health sharing with the other 21 health services in Victoria, linking up appropriate access to patient health information across the continuum of care. From there, the potential lies in linking up appropriate access of patient information across state jurisdictions, before potentially looking to a national level.
Telehealth
We couldn’t look at technology in healthcare without discussing telehealth developments. Telehealth was given a kick-start by former Prime Minister Julia Gillard who made Medicare rebates for the service the centrepiece of her 2010 election campaign. Since the program began in June 2011 there have been over 70,000 telehealth consultations. Medibanks’ director of Online Care is predicting that his service will treat 12,000 patients in 2014-15. Telemedicine Australia tries to provide a consult with a GP within 15 minutes of a patient requesting a service.
A Griffith University Study found a telepaediatric service provided by the Royal Children’s Hospital in Brisbane to the towns of Mackay and Hervey Bay saved Queensland Health $600,000. Another service providing telehealth to 110 cancer patients living in Mount Isa saved $418,000. Telemedicine will be even easier to access, and families will be able to do everything from booking a doctors consultation to talking to the GP via facetiae, paying for the consult on their phone.
Alex Holderness
Alex has been writing about the latest developments in healthcare for the last two years, with a focus on the challenges, design, innovations, technology and construction across Australia’s healthcare industry. Alex is involved with the country’s biggest healthcare event, Australian Healthcare Week.

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Healthcare Efficiency Through Technology is part of the Australian Healthcare Week, an event which enables health professionals, contractors, architects and technology specialists to network and develop actionable strategies to meet Australia’s critical healthcare challenges.

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