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Author's profile photo Allan Bird

What SAP Customers In Health Can Learn From Covid-19

The COVID-19 crisis has shaken the healthcare system to its core. Countries around the world have seen their healthcare systems falter under the onslaught of the deadly virus. SAP customers involved in the healthcare system are under the same expectations as other healthcare providers. Unfortunately, a combination of poor communication about what the public can do to contain the spread of the virus, along with a logistical struggle to deal with available beds and patients, has left many healthcare businesses suffering immensely. A lack of communication across multiple different healthcare providers has also shown up as a glaring issue.

Unsatisfying Service

A lot of healthcare patients have shown a dislike for the quality of service of major healthcare providers. A recent study within the sector found that an overwhelming 81% of consumers were highly unsatisfied with the healthcare they had to deal with. The entire industry now has the task of coming up with a way to streamline how they deliver healthcare to their patients. For many of these businesses, it’s about finding the right balance between efficiency of service and the ability to perform the required tasks.

Reimbursement Has Become Unsustainable

The current design of many healthcare systems (especially those based on the US model) depends upon reimbursement as a means for dealing with sickness. In this model, healthcare providers could potentially deal with a broader range of diseases and symptoms than they could otherwise. However, because of its design, it put customer satisfaction at a lower priority than solving problems. While systematically, this is a good design, from a user perspective, nothing could be worse.

Enter Big Data

One of the areas that the disruptive technology of Big Data has been making significant strides is in medical services delivery. While in other industries, Big Data might be critical in helping a business make economic decisions, it’s far more useful to the medical field to aid in customer service delivery for things like affordable express MRI image. Qualtrics can capture real-time feedback. From there, the collected data can be dissected and analyzed. The information this generates is then used to streamline the service the organization can and should deliver to each individual under its care.

SAP’s ability to handle Big Data comes in as an essential part of how these companies do business. By focusing on the quality of service and aggregating data from multiple sources, the organization can then figure out, based on interaction with a wide range of patients, what the best way to approach the situation would be. This streamlining covers the delivery of instructions as well as reinforcing those instructions. Overall, it means less is taken for granted by professionals within the organization. The best way to do this is to combine experience data (X-data) with operational data (O-data)

Using Qualtrics Alongside SAP

Qualtrics aimed to make the feedback loops for institutions shorter so that they could respond to issues faster. For a medical facility to fully experience what Qualtrics can do, they need to move from a reactive approach to a proactive one. Patient follow-ups need to be made standard throughout the entire process and not just be saved for post-care patients. Additionally, feedback points should be located all along the feedback chain so that if something is awry, it can quickly be dealt with. SAP can only provide the framework for monitoring the feedback loop. The onus rests with the institution in how they implement it.


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      Author's profile photo Nick Tompson
      Nick Tompson

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