SOLUTION PROVIDER Q&A
Patient Engagement in a Digital World
How are you specifically helping your customers respond to the
pandemic in this current moment? We had already planned on enhancing our healthcare-specific solutions this year. But given the unique challenges COVID-19 has placed on healthcare organizations, we decided to prioritize healthcare solutions on the roadmap. Last month we unveiled our Accelerator for Healthcare, which enables healthcare providers to unlock critical EHR patient data to build a patient 360-degree, faster and easier than ever before. It includes pre-built APIs, connectors, integration templates, and a prescriptive end-to-end reference architecture to bring patient demographics information and COVID 19 test results from any EHR into any appli- cation, such as Salesforce Health Cloud, using HL7 V2 or FHIR standards. It also provides a library of United States Core Data for Interoperability (USCDI) and FHIR R4 resources to help healthcare developers adhere to interoperability needs and jump- start the development of healthcare digital transformation initiatives. We will continue to add more use cases to the Accelerator this year, working with our healthcare customers to ensure we’re streamlining their integra- tion projects as much as possible.
What are some of the technology challenges that patient care organizations are experiencing as they try to better accommodate patients in the emerging world? And how are these issues being
remedied? The speed at which healthcare providers have been able to respond to COVID-19 patient needs has been incredible. New South Wales Health Pathology is a great example. Like many healthcare organiza- tions, the number of patient requests for testing and updates on test results led to an overwhelming call volume for their call centers. In two weeks, their IT teams were able to leverage an API-led approach to
quickly automate their response capabili- ties to meet the demands. There’s a great case study available on how they were able to quickly bring this new solution online.
In which ways do you believe the pandemic has pushed forward
digital front door efforts? The pandemic has only accelerated the inevi- table. Digital transformation has been the talk of the town and healthcare has gen- erally been absent from that conversation. Well, the pandemic has forced the digital transformation conversation to the front and center for healthcare organizations. How do you care for the general popula- tion with the proper precautions during a raging pandemic? Technology. In response to the pandemic, we’ve enabled healthcare organizations to put their patients at the center of everything they do. To give their patients access to care anytime, anywhere whether that be through call center agents, a mobile app, or a web portal. Technology has enabled so many industries to engage with their consumers; it’s time for healthcare to embrace digital transformation as the key to revolutionizing patient care and outcomes.
What have we learned about patient engagement during the pandemic that could be applied to
the future? Flexibility is key. Healthcare organizations that have been able to leverage a more agile approach to their engagement strategy have not only been able to bring new IT solutions online more quickly, but they will be able to apply their learnings to whatever patient engagement reality becomes the new norm. The shift to APIs in healthcare is just begin- ning, but I imagine this level of agility and speed in healthcare will become the stan- dard very soon.
Can you discuss the importance of patient engagement in the context of improving the health
www.mulesoft.com status of patients with chronic
illnesses? Patients with chronic illnesses will have multiple touch points with healthcare pro- viders throughout their care journey. It is the quality and sensitivity of these touch points that can drastically improve both the mental and physical health of patients. Long gone are the days where you must schedule doctor appointments weeks ahead and wait hours to receive attention or care. Through technologies such as telemedicine, patient apps, and web portals, patients have the power to receive their care when and where they want it. On the flip side, providers are enabled to offer care anytime, anywhere. This increased speed and accessibility to care ultimately improves both the mental and physical health status of patients deal- ing with chronic illnesses.
Jason Rothbart Area Vice President
Mulesoft National Payer and Provider
Sponsored Content
MARCH/APRIL 2021 |
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