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Shifting consumer expectations in the new age of virtual health
The speed, adoption and pace of digital transformation is accelerating, and with it, the delivery of healthcare, driven by evolving patient expectations. Bridging the gap between technology and traditional in-person experiences is key to meeting these expectations and the demand for the digitization of healthcare. The pandemic has turbocharged this demand even more, empowering patients to take control of their healthcare experience—before, during and beyond their interactions with a clinician.
With successful strategy and execution, virtual and in-person interactions combine for an enhanced, more accessible and equitable care experience for clinicians, patients and caregivers alike. Together, their shared learnings play a critical, experience-led role in getting virtual health right. From end-to-end, PwC helps deliver the right outcomes, in the right place, at the right time—through hybrid models of care. Our modern healthcare approach is not an exclusively online experience, but a unified one that delivers clients with digital experiences that put people first—not only meeting but exceeding evolving expectations of technology and healthcare.
Together, let’s get virtual health right.
Opportunities and challenges for the health ecosystem
New care models and virtual health present multiple opportunities and challenges across healthcare industry stakeholders. The challenges faced by each are interrelated and at times complex.
The pandemic showed the power of embracing the change to new care models and virtual health as a collective across healthcare payors, providers and patients. We must now look beyond this foundational level of virtual health services to leading and innovative care models that can deliver health improvements through working together.
How can health organizations collaborate and continue to apply digital technology and analytics to enhance and expand care beyond the traditional care settings?
Consider the following key questions:
Transforming care delivery with new care models and virtual health
Increased adoption of new care models and virtual health requires focus across all areas of care delivery. PwC’s suite of virtual health services and solutions supports you to develop and embed sustainable models of care to help keep people healthy and ensure they receive the right care, at the right time and place.
Explore our suite of services to enable you to successfully deliver your new care model and virtual health vision:
- Virtual care strategy
- Operations
- Regulatory
- Marketing
- Technology
- Workforce and change
Virtual care strategy
Strategy definition and assessment to set goals, decide on priorities and make tradeoffs
- Strategic planning and prioritization
- Target service line identification
- Business case analysis
- KPI development and monitoring
- Benchmarking
- Governance and operating model development
Operations
Clinical and business operations to optimize access, efficiency and patient experience
- Identification of leading industry practices
- Clinical workflow development, standardization and implementation planning
- Incorporation of service-line nuances, potential for adoption and prioritization
- Multidisciplinary implementation plan with change management
- Governing body and operating model development
- Evaluation of current policies and procedures
Regulatory
Continuously monitoring and providing education on regulatory and payor changes
- Adapting to regulatory / payor changes during and after the public health emergency
- Coding, billing, and clinical documentation compliance assessments
- Analysis of charge capture workflows
- Revenue performance / data analytic tracking and trending
- Identify quality improvement opportunities
- Identify provider educational needs
Marketing
Growing market share and improving patient retention
- Opportunity assessment - patient access, outreach, continuity of care, wellness, efficiency gains and patient retention
- Patient satisfaction measurement tool
- Provider satisfaction measurement tool
- Implement outcome measurements that align with strategic goals and patient care objectives
- Marketing and communicate plan for virtual care services
Technology
Properly configured and integrated technology solutions to enable business operations
- Definition of technology capability and function needs to support business operations, delivering streamlined patient and clinician journeys
- Design of technology integration within the virtual care environment and between virtual care and the broader technology ecosystem
- Articulation of technology support model implications
Workforce and change
Establishing process to communicate change and ensure engagement, alignment, and learning
- Develop training and educational materials for technology and process
- Develop enterprise-wide, multi channel communication plan to disseminate information about updates
- Organizational impact and readiness
- Ongoing change management support and improvement
The role of home-hospital care models
Home care is increasingly expanding along the care acuity spectrum, with an explosion of interest in the sector since 2020. Home-hospital care is one aspect of your virtual health journey to consider to enable continuity of patient experience, alleviate inpatient capacity bottlenecks and develop the capabilities that will support the larger transition to virtual care delivery.
To launch and sustain a successful home-hospital care program, relevant strategic and infrastructure considerations should be evaluated upfront. Key considerations include scale, target offerings, timing, technology solutions, infrastructure readiness, privacy, security and compliance.
PwC alliance relationships help drive innovation and speed to value
We've established relationships with selected companies to help better serve your needs. In the healthcare space, we collaborate with our alliance partners to help deliver virtual health solutions for you.
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