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Elets Exclusive! Automation can make a patients’ experience seamless and drive efficiency in hospitals, says Nilesh Patel, Co-founder & CEO, LeadSquared

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Nilesh Patel

With automation surrounding our everyday lives, most of our activities are managed by the technology. Despite its use in most of the industries, healthcare is still lagging behind in terms of applying automation in hospitals. With the current scenario, it is the need of the hour that hospitals should find ways to generate more revenue and survive the current market competition.

Speaking at the Healthcare Innovation Summit, Nilesh Patel, Co-founder & CEO, LeadSquared shared the benefits of applying automation to healthcare that helps in cost reduction and drive efficiency in hospitals.

Talking about patient acquisition, patient experience and patient engagement, Patel rolled out the elements that automation can help in improving the effectiveness in the healthcare sector, making it feasible for the patients to communicate better with the doctors.

“Using the available tools will get the hospitals more revenue as well as reduce the cost effectiveness, he said.

Highlighting the prevalent gaps in the hospitals, he said, “Looking at the patient inquiry management process, we can figure out the gaps out where we found that the inquiries were coming from multiple sources. Due to the lack of integration, with the inquiries coming from respective places, there is a loss of leads which takes place at that time. So, if you don’t have the systems that automate the whole process, then you are missing out on some of the patient inquiries.”

Automation helps in solving some of the front end issues in the hospitals. “Lack of technology also destroys the patient experience in a way that if a patient inquiry comes in through a channel and is not being responded proactively, there are chances of you losing out to a competition”, added Patel.

When somebody tries to inquire through online or a channel, Patel continued, and if you are not responding, you need tools to be able to send some information over to the patient, making sure that the response time is quick, which will further help in creating a better impression in front of the patients as a care provider.

In a country like India, just being automated in respect to sending messages or emails is not enough. Shedding light on the other aspects of using automation in healthcare, Patel said, “People generally get along with others in virtue of personal contact which gets built from time to time. So, having being able to contact with patients over a phone call or personally will also drive the brand recall for your hospitals.”

Also read: Health Ministry proposes to convert 75 district hospitals into medical colleges

Moving further, he elaborated how at the time of inquiry, one can automate the assignment of healthcare providers around the inquiry process. To which he said, “Automation will help you in reducing unnecessary manual work to process and ensure that the right healthcare providers are lined up for that respective inquiry and the patient is receiving the appropriate time slots to visit the care providers.”

“Another element which is mostly missing in hospitals is the ability to connect with patients”, exclaimed the CEO & Co-Founder, LeadSquared.

Further highlighting on how to build the ongoing communication with the patient and the community at large, Patel said, “The ability for you to get connected increases by virtue of putting automation in place and trying to communicate with the patients better. One needs to build communication based on the information carried out for the patients for different variety of systems.”

“Fundamentally, it is important to make a patients’ experience seamless and automation can play a huge role in driving some efficiency in your hospitals”, Patel added.

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