This e-book covers 9 technology trends that are having a transformational impact on customers' healthcare experience.

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That Are Having a Transformational Impact on
Customers’ Healthcare Experience
9 Technology Trends
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1. Healthcare providers and insurers leverage
technology to improve customer experience
Technology has revolutionized healthcare. From bionic limbs to extremely targeted treatments and
forecasts of an individual’s risks for various diseases, today’s state-of-the-art healthcare is only pos-
sible due to vast advances in technology. Further, insurance providers are leveraging technology not
only to keep their members informed about changes, but also help them prevent disease and relapse.
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2. Telemedicine
removes barriers
More than 50% of hospitals in the United States are using a form of telemedicine and
close to 1 million Americans use remote cardiac monitors.
— American Telemedicine Association
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Mobile phones’ photo capabilities are of diagnostic quality, allowing patients to send images to
their physicians. Further, functions like Face Time make the possibility of virtual consultations a
reality, and, just like there’s an app for everything else, there’s also one that connects patients with
a board-certified doctor.
3. Mobile connects
doctors and patients
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Leveraging data, insurers can provide
very individualized guidance to help
members better manage their health
and physicians are able to better
forecast patients’ propensity for vari-
ous diseases. For example, Toronto’s
Hospital for Sick Children is analyzing
data from the equipment monitoring
preterm babies’ vital signs to identify
the early warning signs of an infection
before this would have been visible.
4. Data drives guidance
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Social media is bringing information
to patients, allowing them to com-
municate with others suffering from
the same conditions. Further, video
is being used by some institutions
to deliver very relevant information
to help patients manage their health.
The Carolinas Healthcare System
is using interactive technology to
make personally relevant informative
videos available to patients in their
hospital rooms.
5. Patients have easier
access to information
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Video is a great way to deliver information, especially step-by-step instructions to perform certain
interventions. The Hospice of Northwest Ohio is using video to educate caregivers about end-of-life
treatment and the necessity to have difficult conversations with patients and their families.
6. Video educates
Caregivers
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Institute a
CULTURAL CHANGE
With advances in healthcare happening constantly, caregivers need to be able to work together
to bring cutting edge technologies to the patients they care for. Collaboration tools, like Boston
Children’s Hospital’s OPENPediatrics, is saving lives by helping physicians learn new techniques,
even when they don’t have access to hospital-based training.
7. Collaboration tools help physicians
break down geographical boundaries

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8. Mobile and the Web
help reduce wait times
One of the most frustrating parts of accessing healthcare is waiting to be seen by a doctor,
especially when a patient is feeling poorly. Impact Urgent Care is leveraging web and mobile
technology to allow patients to enter a virtual queue and only show at the clinic when it’s their
turn to see a doctor, reducing frustration and also helping lessen the risks of spreading germs.
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9. Precision medicine leads
to more personalized care
Data is helping researchers understand the makeup of different diseases and determine
what very targeted treatment would be most effective. Apart from allowing for preventative
care, this technology is avoiding unnecessary treatment and improving the ROI of medicine.
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