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1、HEALTHCARE REPORT How are US Healthcare Organizations Embracing Intelligent Automation to Enhance Patient Centricity?BlueP“New technologies promise care that is available nearby or at home,support continuous self and autonomous care,and reduce friction costs between supporting stakeholders.These shi
2、fts create an imperative for stakeholders to move toward an ecosystem-based model of care.”MCKINSEY&COMPANY,MCKINSEY&COMPANY,The next wave The next wave of healthcare innovation:The evolution of healthcare innovation:The evolution of ecosystems.of ecosystems.IntroductionThe US healthcare sector face
3、s an unprecedented set of challenges and opportunities that must be addressed in the years ahead.Challenges include an aging population,growing consumerism,changes in regulation,a backlog of elective surgical procedures,and an increase in mental health cases fuelled by the stresses and strains of th
4、e pandemic.All of these put pressure on finances,as well as staff,struggling to cope with additional workloads.On the other hand,there is a huge opportunity to build on the introduction of automated processes necessitated by COVID-19 and vaccinations,which created a reluctance by patients to visit h
5、ealthcare facilities and a growing acceptance of telemedicine.Innovation is on the rise,driven by massive investments in health technology,providing a clear way forward for healthcare executives willing to transform their operations.2|BluePSS&C Blue Prism Healthcare Reportquicker,and free up clinici
6、an time for providing higherquality patient care.We believe that organizations in healthcare and other sectors are evolving into three essential and powerful components:one-third people,one-third systems and one-third digital workforce.To understand how far healthcare organizations have evolved towa
7、rds this model,we undertook research with 100 senior level respondents across North America.However,while the vision of a patient-centric healthcare system and more efficient payment models is one that everyone would like to see,vital day-to-day services cannot cease while it is built.Enter intellig
8、ent automation,which healthcare organizations have adopted to automate shared service division and are now adopting to improve patient-related processes,reduce manual data acquisition and cleansing,deliver insights This paper explains what intelligent automation is,the benefits it delivers to health
9、care organizations,how it is freeing up humans to undertake more meaningful work for patients,and how change is predicted to continue in the future.BlueP|3 SS&C Blue Prism Healthcare ReportHealthcare leaders are prioritizing the health of their finances to ensure their ability to provide world-class
10、 care to their patientsGiven the ongoing pressures on healthcare organizations,its no surprise that leaders across the United States are looking to double down on ensuring the sustainability of services for their patients.When asked what their key priorities are for the next 12 months,38%of responde
11、nts highlighted maximizing financial sustainability as the most important item on their agenda,and 55%ranked it in their top three.This compares to 18%of respondents citing increasing patient satisfaction as their top priority,with 60%ranking it in their top three.And of course,when it comes to heal
12、thcare provision,financial sustainability and patient satisfaction are closely entwined.Elevated patient satisfaction translates to improved surveys and reduced customer leakage:two critical factors in securing financial security.And it works in reverse,too.With enhanced financial sustainability,hea
13、lthcare organizations can invest in innovating patient pathways,extending existing services and giving their highly trained staff more time to spend with patients.OtherImprove population health managementand integrated careImprove operational efciencyImprove clinical efciencyImprove staf morale and
14、satisfactionIncrease patient/customer satisfationMaximise financial sustainabilityWhat would you say is the most important item on your organisations agenda for the next 12 months?Source:Blue Prism Global Healthcare Survey 20214|BluePSS&C Blue Prism Healthcare ReportSo,whats standing in the way of t
15、hese ambitions?Positive patient experiences hinge on providers being able to deliver value to the people they serve.But all too often this value gets caught up in siloed legacy systems,constraining data and wrapping up staff in unnecessary manual migration processes.This can seriously undermine the
16、patient experience,contribute to long wait times and distracted staff,and put barriers in place for effective data analysis and planning.This was confirmed in our research,with 37%of healthcare leaders reporting that legacy systems are the biggest barrier to a positive patient experience.The second
17、most significant challenge to patient experience is understanding payment responsibility,a factor acknowledged by The U.S.Department of Health&Human Services(HHS),promulgated final consumer price transparency rules and the Consolidated Appropriations Act 2021.This bill,which encompasses the No Surpr
18、ises Act,sets out to mandate price transparency across all payer and provider services and to ensure patients encounter no surprise fees when a provider does not participate in a payers contracted network.And while these new requirements signify positive steps forward for consumers,CIOs are under pr
19、essure,and will require a great deal of operational agility to ensure these regulations are met and upheld in good time.What would you say are the biggest barriers to positive patient experience at your organisation?Ranked most(1)to moderately(3)important05540312OtherLack of joined up ser
20、vices between primary,acute and secondary careLong waiting times in hospital settingLack of digital servicesUnderstanding payment responsibility(if applicable)Long waiting times for appointments or referralsLegacy systems and infrastructure slowing down processingSource:Blue Prism Global Healthcare
21、Survey 2021BlueP|5 SS&C Blue Prism Healthcare ReportA cure for inefficienciesThe key to ensuring both of these business imperatives is to do more for patients with the same resources or less.Improving the patient experience is dependent on enabling more effective,streamlined patient pathways.Central
22、 to this is cutting wait times,making care more transparent and giving clinicians more time to spend with patients.To achieve this,services must be delivered in much smarter ways,more quickly and more efficiently than ever before.SS&C Blue Prism enables healthcare organizations to bring in digital w
23、orkerssoftware designed to model human rolesto execute rule-based tasks such as appointment bookings and referrals.Trained and run by the business user via a customizable user-interface,digital workers perform collaborative,data-driven,end-to-end work across a typical healthcare operating environmen
24、t made up of multiple operating environments with complex,disjointed,and difficult-to-modify legacy systems and manual workflows,at unprecedented speed,accuracy and integrity,24/7.SS&C Blue Prism Digital Workers Help Major US Healthcare Provider save$585,000 by Automating Insurance Claim CodingThis
25、not-for-profit,faith-based organization deployed digital workers to help speed up its insurance claims process,specifically in cases where claims were missing CPT II codes.CPT codes are additional billable charges that arent easily identified and/or captured at the point of sale,a common problem wit
26、hin many healthcare organizations that means physicians have to manually complete and submit separate claims for any CPT II procedure codes.This typically takes 3-5 minutes for each case,time that doctors simply cant spare.So,either they spend less time caring for patients or,in many cases,dont get
27、around to submitting the claims at all,ultimately resulting in lost revenue.Now,whenever CPT II data is missing in a claim,SS&C Blue Prism digital workers request it from the electronic medical record(EMR)in an exception report.Backed by intelligent automation,digital workers also scan the report,lo
28、g into the AthenaNet system and create a new claim with the additional information.HOW IS INTELLIGENT AUTOMATION HELPING?Between May 2020 and February 2021,more than 93,000 claims were managed by digital workers,saving more than 6,450 hours of physician time.THE RESULTS:This equated to a financial s
29、avings of$585,000 over the 10-month period.6|BluePSS&C Blue Prism Healthcare ReportTaking steps to a healthier future From day one of the COVID-19 pandemic,healthcare organizations were forced to rethink their core operations and processes.Amid securing personal protective equipment(PPE)and staying
30、abreast of shifting guidelines,teams of care providers found themselves redeployed to the front lines to meet surges in demand.While COVID-19 has clearly altered the healthcare space in the immediate sense,to what extent has the transformation affected how healthcare organizations interact with and
31、engage patients,and how has technology played a role in this new frontier?The prevailing opinion of those in the healthcare space is that the pandemic has had a significant impact on patient pathways and access to care.With backlogs soaring around elective care,cancer screening only just getting bac
32、k on track,and severe concerns around both moving forward,healthcare organizations are far from out of the woods when it comes to dealing with the consequences of COVID-19.This has been compounded by changing rules and regulations once inside the hospital and higher-than-ever staff burnout rates.Amo
33、ngst these unknowns,decision makers have been quick to support their organizational objectives with digital technologies,allowing them to embed agility and flexibility into their core operations.But it should also be noted that the digital transformation spurred by the pandemic is not simply a knee-
34、jerk reflex.Rather,COVID-19 has expedited a stage of the digital transformation journey that most healthcare organizations were already on.Instead of arriving at their destination in three or five years,however,organizations are more motivated than ever to explore and unlock the myriad benefits of d
35、igital technologies in the immediate term.The market has seen exponential growth in its use of automation,with only 50%of US healthcare organizations reporting moderate or heavy use of automation 5 years ago,compared to 72%today.Notably,much of that acceleration has taken place in the last 12 months
36、,with 95%of healthcare leaders reporting that the pandemic has increased their reliance on automation.Of this 95%,more than half(57%)noted that theyd taken the opportunity to build new automated processes that improve the way they interact with patients.007080Five years agoThree years ago
37、One year agoToday%What would you describe the level of automation involved in your day-to-day role in the following timeframes?%ranked Heavy or moderateSource:Blue Prism Global Healthcare Survey 2021BlueP|7 SS&C Blue Prism Healthcare ReportMass General Brigham Uses Intelligent Automation to Give 271
38、,000 Hours Back to StaffCHALLENGEAs with all medical establishments,even before COVID-19 hit,employees were at risk of burnout.Administrative tasks took far too long to accomplish,and,in some cases,were left piling up,which added financial stress to the emotional toll.Mass General Brigham wanted to
39、work wiser with employees,using their invaluable knowledge of healthcare to better serve patients rather than wasting time with paperwork.Ultimately,they wanted to put physicians back with patients,whether virtually or in actual examination rooms.But the back-office paperwork still needed to be comp
40、leted to maintain patient satisfaction and steady revenue.So management looked to intelligent automation for solutions.They gathered a thorough understanding of all processes within the organization and realized how many departments would benefit from digital workers.SOLUTIONMass General Brigham has
41、 quickly become a leader in adopting new technology.Starting with enterprise-wide processes,such as payroll and supply chain,SS&C Blue Prism digital workers are now active across ten different functional areas.Almost every single employee(and patient)feels the positive impact of the digital workforc
42、e.By involving every team and organizing a clear structure from day one,Mass General Brigham has grown their automation program quickly and,since employees see their digital counterparts as coworkers rather than a threat,cultural adoption has been seamless.After all,the tasks a digital worker comple
43、tes free up employees to focus on patients,improving employee satisfaction and generating revenue that wasnt there before.With over 35 processes now in place,Mass General Brigham has seen savings increase from a few$100,000s to over$10 million.And the future?The team of trained developers is looking
44、 to introduce new ways to run verification by uploading a photo of the patients Medicaid or Medicare card.SS&C Blue Prism would enhance patients journeys by connecting front office functions through to appointments and billing.THE RESULTS:$10 millionin cost savingTwo digitalworkersdo the work of 130
45、 peopleValue added Focus on strategic work rather than administrative tasksDownload full case study8|BluePSS&C Blue Prism Healthcare ReportThe benefits of automation do not come in silosWhen it comes to healthcare automation,US leaders are seeing significant benefits across their departments and fun
46、ctions.This comes as survey respondents highlighted frees up time to undertake more patient-facing work as the headlining benefit of automation-with 84%ranking this as either extremely important or very important.Its no surprise then,that 55%of US respondents indicated that if 50%of their current wo
47、rkload was automated,they would turn their attentions to spending more time with patients.The second headlining benefit was improving collaboration with third parties such as commercial insurance payers,local governments and social services.One of the most significant outcomes of the pandemic was ho
48、w quickly public and private organizations around the world came together quickly to provide health services and discover treatments and vaccines.It also exposed inequalities in public health and made the need to improve widescale prevention of illness,rather than continuing with expensive and iniqu
49、itous cures.“Perhaps the pandemic has finally demonstrated that it is time to shift this focus,”says an article written by HIMSS members.“And build a health system that genuinely focuses on enabling every single person to reach their health potential;to shift the focus from disease management to ena
50、bling health.”With technology now proven to enable closer partnerships between third parties and healthcare,we can expect to see new operating models emerging in the future that support this trend.As Deloitte writes in its 2021 Global Healthcare Sector Outlook:“Traditional boundaries have become mor
51、e porous or even erased,creating opportunities for new health care behaviors,new business and funding models,and more effective stakeholder collaborations,leading to novel combinations of products and services from incumbents and new entrants.”BlueP|9 SS&C Blue Prism Healthcare ReportIntelligent aut
52、omation would be a hugely valuable tool to use as part of this practice.Not only is it helping healthcare organizations to automate processes that they already have in place,but it allows them to reimagine what a completely new process could look like if all the manual stages were removed.Can a digi
53、tal worker gather data thats needed to populate forms?Or can it enable self-service for patients booking appointments?Clearly,organization-wide strategy and federation is on the minds of lots of healthcare leaders,as 58%identified implementing a centralized COE to identify organization-wide improvem
54、ent as something theyd do if they could rebuild their whole organization.This was followed by standardizing systems(49%)and enabling better collaboration(48%).708090Reduces manual work such as re-entering dataSpeeds up processes such as checking patient datafrom internal and/or external sourcesFrees
55、 up time to undertake more patient-facing workImproves collaborative working across diferent teams and departmentsImproves collaborative working with third parties such as payers,local governments and social services%0070Build processes around patient/customer experienceEstablish collabor
56、ation tools to enable cross-team collaborationStandardise processes and systems across departments where possibleImplement a centre of excellence team to set benchmarks and identify opportunities for organisation-wide improvement%Im not sureNothing-Were a well-oiled machineHow important do you belie
57、ve the following benefits of automation are in the work that you and your team undertake as part of your day-to-day role?(%ranked very or extremely important)If you could start your organisation again from scratch,what would you do differently?(tick all that apply)Source:Blue Prism Global Healthcare
58、 Survey 2021Source:Blue Prism Global Healthcare Survey 202110|BluePSS&C Blue Prism Healthcare ReportOhios Hospice Delivers Improved Patient and Employee Experience with New Digital WorkforceOhios Hospice launched an intelligent automation program and supported by Wonderbotz,had six processes automat
59、ed in less than eight months.To give the automation program a strong foundation,they turned to SS&C|Blue Prisms Robotic Operating Model for guidance.Early on,they secured executive sponsorship,established a steering committee with representatives from across the business and identified the highest-v
60、alue automation opportunities.One particularly impactful process is hospice patient onboarding.The organization helps physicians and hospitals seeking end-of-life care services for patients,and it must respond immediately to these urgent referrals.Now,when the referring medical provider contacts Ohi
61、os Hospice,the intake team uses SS&C Blue Prisms human-in-the-loop platform,SS&C|Blue Prism Interact,to gather the patients medical data,demographics and insurance information.Digital workers then identify next steps for administrators and alert staff to patients who will need an in-person visit.The
62、 digital workers assign the patient to a direct care team for related services and create or update an electronic health record.Intelligent automation has reduced manual data entry for staff,increased service delivery turnaround from referral-to-admission and increased employee satisfaction.Download
63、 full case studyImproved Service DeliveryDigital Workers collaborate Seamlessly with staff24,000 Hours back to businessRapid scalesix processes deliver value in less than 1 yearTHE RESULTS:Download full case studyBlueP|11 SS&C Blue Prism Healthcare ReportOvercoming the barriers to greater automation
64、Given the tremendous benefits and opportunities already highlighted,its no surprise that 97%of US healthcare leaders expect to see more automated processes in their organization over the coming years.A whopping 46%of these respondents responded with knowing of plans to roll out localized projects,th
65、e highest number of all regions including the UK,EMEA and APAC.A further 35%are aware of plans across multiple functions.NoYesYes,I know of plans to roll out localised automation projectsYes,were considering automation in various business functionsYes,were already ramping up our existing automation
66、deploymentBut despite its proven benefits in the healthcare industry,there are still roadblocks to further automation.The biggest of these is the fear of automation(35%).However,as many healthcare organizations have already found,this fear can be overstated especially before it is introduced and its
67、 benefits understood by those whose day to daywork is impacted.The key is communication,whether thats explaining why automation is being introduced and the expected outcomes;involving team members in the development of processes that can bring improvements for patients;or celebrating successes when
68、they are achieved.Top tips for overcoming cultural adoption challenges Create an internal COE made up of job titles from across the organization.Implement a Robotic Operating Model so you can set goals,align priorities and execute processes efficiently.Find fun ways to share your success internally;
69、digital worker“birth”announcements,for example.Personalize your digital workers to make them feel more like part of the team;hold naming competitions.Collaborate:Share success stories from other organizations reassure your teams about the journey ahead.Wed be happy to put you in touch with clients a
70、lready reaping the benefits.Just talk to your account manager or get in touch.Do you expect to see more automated processes at the organisation you work for in the comings years?Source:Blue Prism Global Healthcare Survey 202112|BluePSS&C Blue Prism Healthcare ReportBudget restrictions also play a ke
71、y part in further adoption,with 28%citing this as their key barrier.However,unlike most technology investments,the evaluation process of intelligent automation uncovers budget savings that will self-fund specific process automations that combined will help to meet organizational goals:enabling provi
72、ders to not only improve their bottom line,but their processes,too.With this in mind,SS&C Blue Prism also helps providers to take advantage of their other technology investments,by ensuring they work seamlessly with other systems,and staff are able to extract the data necessary to drive value for pa
73、tients.McKinsey reports that spending on healthcare in the US will top$5.34 trillion by 2025,but that this cost can be significantly mitigated by improving operational performance.It says:“We identified a$284-billion to$550-billion opportunity for value creation from the application of best practice
74、s to improve healthcare productivity and market function.”These best practices could include non-clinical efficiency through automation;variability and waste reduction such as AI-enabled fraud detection;and a transition to home,retail or outpatient settings for treatment.“While we cannot predict pre
75、cisely how quickly each technology will emerge and scale in healthcare,each has the potential to have significant impact over the next five to seven years,”McKinsey explains.“Among the factors that will influence the speed of change are the pace of innovators,the appetite of incumbents for change,an
76、d the rate at which regulations adapt to technology.”The question now is not whether healthcare organizations should invest in intelligent automation but how long they can afford not to.BlueP|13 SS&C Blue Prism Healthcare ReportMETHODOLOGYThis report is based on independent research undertaken with
77、a total of 100 senior level healthcare professionals across North America by PollRight,between the 16th and 27th of April 2021.Please note that some percentages may not add up to 100%due to rounding and excludes I dont know responses from the analysis.The Future of Patient-Centric HealthcareAutomati
78、on is already playing a key role in helping US healthcare organizations meet their business imperatives and become more patient centric.This is essential in an industry that deals with severe cost pressures as well as potential competition from new market entrants and big tech companies.In doing so,
79、many organizations are prioritizing processes that either directly impact the patient journey,or those that free up resources that can be reinvested in patient care.While there are some roadblocks to further automation,US healthcare leaders are pushing ahead with unprecedented pace,using the pandemi
80、c as a catalyst for change.By implementing a digital workforceone that works collaboratively with their human workforcehealthcare organizations will introduce a new type of connected enterprise,across the patient lifecycle,where information flows freely across front-and back-office functions and bet
81、ween patient and treatment providers.mr-0159 2023 Blue Prism Limited.“Blue Prism,”the“Blue Prism”logo and Prism device are either trademarks or registered trademarks of Blue Prism Limited and its affiliates.All Rights Reserved.Start your digital transformation journey by speaking with one of our int
82、elligent automation experts.Click below and please indicate your industry or area of interest so we can best assist you.Get StartedContact Us Email us at bpm- to learn how SS&C Blue Prism can help your organization realize transformational business value with intelligent automation.SS&C Blue Prism a
83、llows organizations to deliver transformational business value via our intelligent automation platform.We make products with one aim in mind to improve experiences for people.By connecting people and digital workers,you can use the right resource,every time,for the best customer and business outcome
84、s.We supply enterprise-wide software that not only provides full control and governance but also allows businesses to react fast to continuous change.Exceed customer expectations,stay competitive,accelerate growth.To learn more,visit and follow us on Twitter blue_prism and LinkedIn.SS&C Blue Prism Healthcare Report