Healthcare systems around the world are relying on digital transformation to address disruptive forces and support the necessary shift to a patient-centric model. In the next two decades every aspect of healthcare will be digitally transformed – from the patient experience, to clinical and operational systems, to the necessary healthcare skills required to operate in a future-state environment. The pandemic has proven that this transformation is possible now. The most innovative and ambitious organizations and healthcare systems are already planning for and delivering on a vision that places the patient at the center, delivering a seamless care journey that is connected across care settings, while investing in the right capabilities and connecting their organizations by integrating across front, middle and back offices.
At KPMG, we believe that healthcare leaders can deliver higher quality care for less, all the while meeting and exceeding patient expectations. In order to prepare for this new reality, healthcare leaders should ask themselves:
- Are you leveraging patient/member and organizational data via advanced analytics to shape business decisions that will improve experiences and outcomes?
- Are you providing care delivery options that are optimized and aligned to patient/member preferences and behaviors?
- Are your customer interactions and service delivery model meeting customer expectations in a seamless way?
- Does your operating model enable an experience for the patient/member to effortlessly have their expectations met, delivering the right care, at the right time, in the right place?
- Are you aligning capacity with demand and expectations, optimizing and streamlining operations across front, middle and back office?
- Do you have a customer-centric organization and culture, that inspires and enables the workforce to deliver on customer expectations?
- Are you modernizing the IT infrastructure to be agile, enabling the customer experience at scale?
- Are you enabling a robust buy/build partner model to minimize capability gaps, mitigate risks and reduce costs?
These questions are complex with many potential solutions and outcomes. The way forward is to design and execute a comprehensive strategy and blueprint for transformation, to make sense of the volume of technological change, and absorb the vast information available to health leaders.
If developing this strategy and blueprint is a priority for you, contact a member of the KPMG network today to learn how your healthcare system can become more connected.
KPMGs vision of healthcare transformation and the art of the possible