Healthcare’s Mobile UX Chance
Mobile phones are key to solving the user experience (UX) predicament that many hospitals and healthcare providers are grappling with.
I have talked before about how Kenyans expect 24-hour availability, immediate access and one-click services. Hospitals have, in the most part, delivered on this promise. But COVID-19 and soaring smartphone usage are driving new UX innovations and increased personalization in service delivery.
Many of the tier one Kenyan healthcare providers we speak to are considering or implementing mobile device programmes across different use cases. More and more clinicians are using tablets or smartphones to provide clinical information to patients during consultations.
There are many thousands of clinical care apps supporting diagnostics and treatments (across most disease areas). These can provide benefits in access to information, quicker decision-making and efficiency. (Although our anecdotal feedback suggests that clinicians are still more comfortable using these with colleagues, as opposed to patients.)
Other hospitals are providing patients with tablets for registrations and for entertainment. We expect major growth in remote patient monitoring and tracking to manage waiting times and the patient journey.
The use of real-time location systems in hospitals for staff and medical device tracking is another really interesting area. This will also unlock new AI-powered workflow notifications being distributed via smartphones to clinicians.
If done right, these innovations will drive more satisfied customers, lower costs and higher growth. We’ve seen this with our insurance clients, like AAR and Minet. Their members who have migrated onto mobile management of their policies have posted consistently improving net promoter scores.
We have also had some excellent feedback from the hospitals themselves who are using M-TIBA. A survey of healthcare providers using M-TIBA indicates high levels of satisfaction among our 3,000 healthcare providers.