You get sick; you call the doctor. You suffer a fall; you head to the emergency room. It seems straightforward. But our experience doesn’t stop when the appointment is over. Even straightforward encounters with the healthcare system require follow-up actions that will impact the patient’s experience and outcome. Failure to take these actions will impact millions of consumers in ways large and small.
For example, a patient may need to develop a new skill or habit, such as taking medication regularly or learning from an avalanche of information how to treat a wound, but they are given little support or coaching to provide the repetition and reinforcement needed to learn what they must know. Without that support, problems continue to worsen, leading to more severe issues in the future. As a healthcare organization pressed for resources, can you do more with fewer staff members and in less time? If your systems are integrated with Pega, the answer is yes.
Pega injects AI decisioning and automation into these complex processes by leveraging rich data and digital channel connections to improve and optimize resource allocation and ultimately, provide better outcomes. Automation helps healthcare organizations address the needs of their providers and employees, not just a patient sitting in the waiting room.
Using an AI platform that can rapidly adapt lets practitioners gain insights into the consumer’s experience in real time to gain a more complete picture than they can learn from recent history alone. Pega’s adaptive AI prompts can provide consumers the opportunity to be reminded, enhance their understanding, and reinforce good habits. This improves outcomes and helps reduce the cost of care by reducing the unnecessary overuse of expensive facilities like urgent care centers and emergency rooms.
When consumers interact with support agents throughout their healthcare journey, Pega’s solutions are there to provide continuity across the consumer experience. By employing AI co-pilots that can listen in to phone calls and chat encounters, agents receive guidance, coaching tips, and question prompts in real time, allowing them to ask better questions and provide more relevant information.
Healthcare consumers are choosing health organizations that provide enriched experiences – whether they’re refilling a prescription, scheduling a follow-up appointment, or inquiring about a claim. Pega breaks down the silos so that consumers get a connected view of their care.
Resources