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A scenario)External Document © 2017 Infosys LimitedFigure

A new path to collaborative, holistic and intuitive careDigital services have the potential to transform patient care. Patients, care providers,researchers, and others stakeholders in the care ecosystem are increasingly usingtechnology-enabled mobile apps and digital services – from basic tools such asfitness trackers to research platforms connecting patients with doctors. Most ofthese solutions have improved the management and delivery of care. Yet, a majorityof them are staggeringly fragmented. Nonetheless, the growing market for digitaltechnology and services is already showing signs of an emerging trend: enterprisesare beginning to develop services holistically rather than addressing standalonepatient needs. Collaboration to provide holistic services is extending digital to newareas and with high returns.Let’s examine how a digital service helps enterprises move down the path of collaborative, holistic, and intuitivecare for patients with two use cases.For a chronic cancer sufferer withcomorbidities, managing theircondition is tedious. And whilepatients may have various standaloneapps to track appointments, manageA holistic solution that empathizeswith the patient needs and offerscare collaboratively and intuitivelyby onboarding the care team onto asingle platform through a singlediabetes, monitor and createe-prescriptions for medicine renewal,track fitness and reports, managingthese singular pieces are exceptionallyoverwhelming.window, enabling multi-directionalconversations in a closed loop systemwith a strong focus on personalizationdepending on the patient profile.A traditional carejourneyA digital serviceenabledcarejourneyCase 1: Multiple myeloma and diabetesExternal Document © 2017 Infosys Limited Radiation therapy atregular interventionsfor symptom controlFigure 1Visit a general physician,an oncologist, a skillednurse, a radiation therapistand other caregivers, asrequiredTrack blood glucoselevel and take insulinevery dayMost likely, take an ironsupplement to wardoff anemia and aspirinor warfarin to preventthrombosis dailyManage diagnostic therapyappointments and travellogisticsMonitoring and adhering to the prescribed care schedule on a day-to-day basiscan be an arduous task. A traditional carejourneyCase 2: Gestational diabetes (in a high risk pregnancy scenario)External Document © 2017 Infosys LimitedFigure 2Specialist HCPFamilyPatientNursePatientCommunityDiagnosticTherapistExpertsCommunityA PharmaMajorBusinessDigital ChannelsContact CentreThe Patient Centric Chronic Disease Digital PlatformCollaborative and intuitive careensures adherence and closemonitoring of progress as per thetreatment protocol. Imagine ascenario where the patient has accessto her care team comprising of thegeneral practitioner, gynecologist,endocrinologist, dietitian andphysiotherapist digitally. This platformenables her to choose her own careteam with whom she could haveconversations anytime, share herhealth reports, and track her ownhealth in a closed loop system. Sheis connected to a similar group ofpatients to share her emotions andexperiences, her family, and anoutside universe of experts for secondopinions! Appointment scheduling, pillreminders, medications and diagnosticservices delivery at home, and travelmanagement services for the entirepregnancy duration is part of theservice package.A digital serviceenabledcarejourneyExternal Document © 2017 Infosys Limited Pregnant womensuffering from GDMConnecting withother womensuffering with GDMStakeholdersM-healthConnectingwithimmediatefamilymemberConnectingwith otherexpertsConnectingat postpartumstageHealthymother andbabyHospitalPhysiotherapistDieticianEndocrinologistGynecologistTrack blood glucose levelevery dayAdhere to aspecific dietMost likely, take a few drugs daily forthe duration of the pregnancyTake insulin dailyVisit a general practitioner, agynecologist, an endocrinologist,a dietitian and a physiotherapistregularly and when requiredFigure 3Figure 4A holistic service design approach extends digital’s reachMany of the digital solutions in the market today have a niche utility, tackling a specific element of an illness. But theproliferation of niche services only creates more work for patients, not less. Instead of applying technology to ease the burdenof managing healthcare, these services essentially take the fragmented analog system and make a fragmented digital system.External Document © 2017 Infosys LimitedDesign for the patient: How Infosys can help catalyze innovation?Service design offers a unique approach as it includes the service provider, the patient, physicians, specialists, pharmacists,diagnostic labs, and other stakeholders in not just implementing the suggested improvement but also in developing it. Thiscan make the design process complex. Infosys can help at every stage of the design process.There’s one golden rule, however, that these pioneering enterprises will have to follow for success –design for the patient.This begins by first understanding the patient in their context, empathizing with them throughout theirtreatment journey, collaborating with various stakeholders (physicians based on their specialty, thepatient’s family, pharmacy, travel logistics, diagnostic labs, and others) and sharing the data in the careecosystem to offer a personalized and cohesive care all through their journey.A service design approach benefitsare manifold but there are threeimportant ones:Pioneering enterprises are now unifying thismarket fragmentation. Global digital trends showthat these are the enterprises who:External Document © 2017 Infosys Limited Have the technology capabilityand access to pull calendar,email and location data toprovide timely and contextualnotifications to the patientCreate new revenue streamsfor enterprisesDeliver breakthrough patientexperience and improvehealth outcomesCreate integrated care modelsOwn the platforms in developmentOwn the key tracking devices(phones, wearables)Service design on the path to creating lastingbusiness valueAs life sciences enterprises begin to explore the use of service design, they would benefit fromtaking a patient-centric approach not just in deciding their treatment, but also in developing andimproving care delivery. Monetizing the data by sharing it with relevant stakeholders to offerpersonalized care will drive new service design opportunities in the future.Understand the patientCollaborate with variousstakeholdersEmpathy throughoutthe patient journeyShare the dataContextual research servicesSpecialized ethnographic research and use of qualitative tools to unveildisruptive insights to address unarticulated, unmet needs of the patient.Onboarding stakeholdersOnboarding the various stakeholders, including physicians, nurses,therapists, family, pharmacy, travel logistics, diagnostic labs and others,needs careful definitions of roles and actions that help the patient take careof their health in the system.Technology-fueled patient journeysThe way patients and caregivers interact with systems and services evolveover time. How are patients moving from one stage of the disease to thenext? What experiences are they having with the app? What are they doingafterward? Thinking about the solution in the context of time will enablemore seamless integration into the patient’s life. Real-time patient journeysfueled by technology could uncover several insights that would needevidencing and new ways of solving them digitally.Connecting fragmented servicesCloud-based software platforms and open application programminginterface (APIs) are a positive step towards better connecting fragmentedservices and reducing the patient workload. Such platforms can make iteasier for enterprises to securely share data and integrate solutions.External Document © 2017 Infosys Limited


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