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Curating the optimum patient experience through tech transformations – Times of India

Jun 8th, 2022

The world around us is changing rapidly. Todays tech-savvy consumers are socially informed and empowered, want to take back control of their wellbeing, and expect high digital service catered to their specific needs. In this atmosphere one thing is clear for the healthcare industry: patient experience and satisfaction need to be at the heart of healthcare planning. As the post-pandemic world returns to normal, it is crucial that hospitals respond to these trends and embrace the opportunities they throw up.

The Changing Landscape

Indias healthcare sector has grown rapidly over the last five years with a CAGR of approximately 22% since 2016, according to data from India Brand Equity Foundation. Healthcare has become one of the largest sectors of the Indian economy, in terms of both revenue and employment. There is a very visible evolution happening all around us with regards to awareness around health and wellness. This has led to growth of health tech, wearables and fitness apps for tracking, dieting & counselling, and many other related areas. Our patients, who are consumers themselves, are part of this evolution and are increasingly taking on a greater role and more conscious control over their health and wellbeing. Since there is a myriad of experiences that patients are going through, every meal and food service touchpoint becomes an opportunity to create a comforting and caring experience. With this grand shift induced by technology hospitals need to be alert on a few things like understanding patient needs better and ensuring that food is curated according to their preference while maintaining taste and quality, a greater variety of safe food options, greater convenience in ordering through contactless interfaces and cashless transactions via in-app ordering, using a comprehensive nutritional database that provides nutrient composition of a huge variety of food items and keeping track of feedback received on the same, to make food an experience to relish.

Nutritional Documentation: Making Healthy Food Smart

Undernourishment is known to be a frequent and serious health care problem among hospitalized patients. A study that provides in-depth data and insights will ensure proper nutritional treatment and care.

To overcome such challenges, technology in healthcare plays a key role. Developing procedure specific diets through tech-enabled solutions and pushing these diet designs into the centralized menu planning and production management system which can then ensure that the kitchen unit is able to create these dishes and meals to the specification required. Put together, such a foundational capability will allow the industry to design patient and procedure specific menus by using the right ingredients in the right quantities across dishes, meals, and dayparts.

Catering to the Evolved Patient

Today we have an incredible amount of choice in everything we consume, and this choice is immediately available at our fingertips enabled through aggregators and apps. Smartphones are the preferred and, in many cases, the only way consumers access products and services. Social media is ubiquitous and both a means of engaging as well as a channel for immediate feedback on products and services through tweets, Instagram posts etc.

For the healthcare sector in India, a combination of sector level challenges and evolution of consumer context and expectations means that patient experience and satisfaction today have an incredibly important role to play in terms of hospital reputation and growth.

Targeted Solutions Harnessing Technology

It is important to engage with technology in the healthcare sector to achieve patient satisfaction (along with that of attendants, staff, doctors, and visitors alike) through exciting and enhanced food choices and an easy-to-use digital app for ordering, payments, and real-time feedback. Meticulously designed solutions that allow easy discovery, ordering, and payment with a smooth, intuitive experience while keeping in mind a patients dietary requirements and dietician inputs. A tech-backed approach will capture patient feedback after every meal service and make that transaction-level data available real-time for fixing any issue that may arise.

Traditional vending machines can be reimagined to a suite of intelligent F&B vending solutions that can handle a wide assortment including fresh food items like wraps and sandwiches. There are infinite possibilities when industries work with technology to reinvent their business.

Views expressed above are the author's own.

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Curating the optimum patient experience through tech transformations - Times of India

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