POINT collaborative, holistic and intuitive care Digital services have

POINT OF VIEW

 

DIGITAL SERVICE DESIGN

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A path to collaborative, holistic and intuitive care

 

Digital
services have potential to transform patient care. Patients, care providers,
researchers, and others stakeholders in the care ecosystem are increasingly using
technology-enabled mobile apps and digital services
– from basic tools such as fitness trackers to research platforms connecting
patients with doctors. Most of these solutions have improved the management and
delivery of care. Yet, a majority of them are staggeringly fragmented. Nonetheless,
the growing market for digital technology and services is already showing signs
of an emerging trend: enterprises are beginning to develop services
holistically rather than addressing standalone patient needs. Collaboration to
provide holistic services is extending digital to new areas and with high
returns.

Let’s
examine how a digital service helps enterprises move down the path of
collaborative, holistic, and intuitive care for patients with two use cases.S1 

Case
1: Multiple myeloma and diabetes
 
A
traditional care journey
For a chronic cancer
sufferer with comorbidities, managing their condition is tedious. And while
patients may have various standalone apps to track appointments, manage
diabetes, monitor and create e-prescriptions for medicine renewal, track
fitness and reports, managing these singular pieces are exceptionally
overwhelming.
 

Radiation
therapy at regular interventions for symptom control

Track
blood glucose level on a daily basis

Take
insulin every day
 

Most
likely, take an iron supplement to ward off anemia and aspirin or warfarin
to prevent thrombosis daily

Visit
a general physician, an oncologist, a skilled nurse, a radiation therapist
and other caregivers, as required

 
A
digital service-enabled care journey
A holistic
solution that empathizes with the patient needs and offers care
collaboratively and intuitively by onboarding the care team onto a single
platform through a single window, enabling multi-directional conversations in
a closed loop system with a strong focus on personalization depending on the
patient profile.
 
AB2 
Case
2: Gestational diabetes (in a high risk pregnancy scenario)
 
A
traditional care journey
Monitoring and
adhering to the prescribed care schedule on a day-to-day basis can be an
arduous task.
 

Track
blood glucose level every day

Adhere
to a specific diet

Take
insulin daily

Most
likely, take a few drugs daily for the duration of the pregnancy

Visit
a general practitioner, a gynecologist, an endocrinologist, a dietitian and
a physiotherapist regularly and when required

 
A
digital service-enabled care journey
Collaborative and
intuitive care ensures adherence and close monitoring of progress as per the
treatment protocol.
Imagine a scenario where the patient has access to her
care team comprising of the general
practitioner, gynecologist, endocrinologist, dietitian and physiotherapist digitally.
This platform enables her to choose her own care team with whom she could
have conversations anytime, share her health reports, and track her own
health in a closed loop system. She is connected to a similar group of
patients to share her emotions and experiences, her family, and an outside
universe of experts for second opinions! Appointment scheduling, pill
reminders, medications and diagnostic services delivery at home, and travel
management services for the entire pregnancy duration is part of the service
package.
 

 

A holistic service design approach
extends digital’s reach

Many of
the digital solutions in the market today have a niche utility, tackling a
specific element of an illness. But the proliferation of niche services only
creates more work for patients, not less. Instead of applying technology
to ease the burden of managing healthcare, these services essentially take the
fragmented analog system and make a fragmented digital system.

Pioneering
enterprises are now unifying this market fragmentation. Global digital trends
show that these are the enterprises who:

·        
Own
the platforms in development

·        
Own
the key tracking devices (phones, wearables)

·        
Have
the technology capability and access to pull calendar, email and location data
to provide timely and contextual notifications to the patient

A service
design approach benefits are manifold but there are three important ones:

·        
Create
new revenue streams for enterprises

·        
Deliver
breakthrough patient experience and improve health outcomes

·        
Create
integrated care models

There’s
one golden rule, however, that these pioneering enterprises will have to follow
for success – design for the patient.

This
begins by first understanding the patient in their context, empathizing with
them throughout their treatment journey, collaborating with various
stakeholders (physicians based on their specialty, the patient’s family,
pharmacy, travel logistics, diagnostic labs, and others) and sharing the data in
the care ecosystem to offer a personalized and cohesive care all through their journey.

Design for the patient: How Infosys
can help catalyze innovation?

Service
design offers a unique approach as it includes the service provider, the
patient, physicians, specialists, pharmacists, diagnostic labs, and other
stakeholders in not just implementing the suggested improvement but also in
developing it. This can make the design process complex. Infosys can help at
every stage of the design process.

 

Understand
the patient

Contextual
research services
Specialized
ethnographic research and use of qualitative tools to unveil disruptive
insights to address unarticulated unmet needs of the patient

Empathy
throughout the patient journey

Technology-fueled
patient journeys
The way patients
and caregivers interact with systems and services evolve over time. How are
patients moving from one stage of the disease to the next? What experiences
are they having with the app? What are they doing afterward? Thinking about
the solution in the context of time will enable more seamless integration
into the patient’s life. Real-time patient journeys fueled by technology
could uncover several insights that would need evidencing and new ways of
solving them digitally.

Collaborate
with various stakeholders

Onboarding
stakeholders
Onboarding the
various stakeholders including physicians, nurses, therapists, family,
pharmacy, travel logistics, diagnostic labs and others need careful
definitions of roles and actions that help the patient take care of their
health in the system

Share
the data

Connecting
fragmented services
Cloud-based
software platforms and open application programming interface (APIs) are a
positive step toward better connecting fragmented services and reducing the patient
workload. Such platforms can make it easier for enterprises to securely share
data and integrate solutions.

 

Service design on the path to a
creating lasting business value

As life
sciences enterprises begin to explore the use of service design, they would
benefit from taking a patient-centric approach not just in deciding their
treatment but also in developing and improving care delivery. Monetizing the data
by sharing it with relevant stakeholders to offer personalized care will drive
new service design opportunities in the future.

 S1Infographic
will be designed in the design phase

 AB2In
this diagram we need to add a ‘door step service providers’ like pharmacies,
wearable providers, travel logistics holders….