In general, healthcare organizations are evaluating methods to improve patient service and security, improve accuracy of information and reduce operational costs. Self-service and customer interaction management solutions are in position to remain a top priority for health care providers as they address these and other issues.
Self-service’s future within the health care vertical market remains heavily dependent on increasing acceptance and preference for the solutions by medical professionals. In order for the market to achieve its projected success, vendors and enterprises must work together to effectively motivate and train employees on interaction with such solutions.
Currently, several self-service suppliers have been leveraging completed installations as educational platforms to ease adoption for other departments, practices or enterprises. It is extremely important that while educating employees on the use of such solutions, they be positioned as supplements and not replacements. If deployed appropriately, health care service providers will improve their ability to track, manage, and react to patients across locations.
Another way for suppliers to ease adoption of self-service solutions would be to improve the next-generation of their solutions by focusing on its ‘ease of use’ and ‘reliability.’ The ability to improve these two criteria will correlate directly to the success of an individual deployment, and more broadly, the market as a whole.
These issues and more are explored in depth in VDC’s most recent Transaction Automation publication, Self-Service and Customer Interaction Management Solutions: Vol.3 Health Care.