Distribution partners provide essential technology solutions across all industries, with healthcare being particularly crucial for social well-being. As Tara Brown, RN, MSN, Healthcare Program Manager at TD SYNNEX, noted, “Healthcare is one of the fastest-growing industries in terms of IT because we are leaning heavily on it to solve a lot of problems.” By integrating the right blend of technology and practical methodologies, healthcare providers can significantly enhance the patient experience, reduce inequities, and improve overall care quality. This presents a unique opportunity for distribution partners to support a vital sector by delivering innovative healthcare IT solutions that directly impact patient outcomes and operational efficiency.
Key Strategies for Technology Integration in Healthcare
- Adopt Consumer-Centric Approaches
The rise of consumerism in healthcare was accelerated by COVID-19. During a Cisco Live! 2024 session titled “Patient Care is the Goal; Technology is the Path”, Scott Merritt, Patient Experience Architect at CMS, explained, “the definition of consumerism is the consumer is now empowered to make more choices.” Technologies like telehealth and retail clinics are expanding accessibility and care options. Distribution partners should focus on technologies that facilitate easy access and engagement to help healthcare providers stay competitive.
- Standardize and Streamline Systems
For decades, healthcare systems have grappled with the technology silos. Standardization aims to consolidate these disparate systems into a unified platform, enhancing efficiency and patient experience. This approach not only lowers costs, but also streamlines workflows, ensuring patients do not have to provide the same information repeatedly.
- Thoughtful Implementation of AI
AI has the potential to transform patient interactions by predicting needs and automating responses. Effective AI integration into EHR systems and self-service options can enhance operational efficiency and patient care. It’s crucial for partners to support healthcare providers in adopting and utilizing AI effectively.
- Manage Digital Experiences with Comprehensive Visibility
Effective digital experience management requires visibility into both owned and third-party infrastructure. Tools like ThousandEyes, integrated with AppDynamics APM, offer end-to-end visibility, monitoring endpoints, and providing insights into application performance. This helps healthcare IT teams monitor performance, identify issues quickly, and ensure minimal disruption to critical services. Sanjay Mehta, CMO at Cisco ThousandEyes, stated during a Cisco Live! 2024 session on Transforming the Digital Experience in Healthcare and Beyond, “Our goal is to provide visibility to all corners of your networking and connectivity infrastructure. Without visibility, you can’t understand what’s actually happening.
- Promote Cloud-Based Solutions
Transitioning to cloud-based systems offers numerous benefits, including access to the latest features, improved security, and reduced downtime. Partners can help their healthcare clients move critical applications and contact centers to the cloud to leverage advanced technology without the burden of on-premise upgrades.
- Optimize Scheduling and Billing Processes
Efficient scheduling and billing systems significantly enhance patient satisfaction and operational efficiency. By integrating solutions that provide timely reminders and easy payment options, healthcare providers can reduce missed appointments and streamline billing. AI-driven solutions can enable automated, consistent communication with patients about their bills, reducing the chance of late or no payment as well as administrative burdens. Automated scheduling reminders and systems help reduce the staggering $150 billion lost annually due to missed appointments.
- Facilitate Pharmacy Refills
Patients expect seamless experiences when refilling prescriptions. Technologies that enable online or SMS-based refills can simplify the process and reduce administrative burdens for healthcare providers.
- Implement Conversational AI for Call Steering
Conversational AI can transform patient call experiences by offering natural interactions and efficient call routing. This technology helps guide patients to the appropriate department quickly, reducing wait times and improving overall satisfaction.
- Upskill Service Desk Agents
Invest in training service desk agents to enhance troubleshooting skills and integrate EHR systems to provide personalized assistance. Partners can help with automating network monitoring with tools like ThousandEyes to streamline operations, identify issues faster, and improve service delivery.
- Leverage Predictive Analytics and AI for Proactive Issue Resolution
The integration of AI and data analytics into IT operations is revolutionizing how healthcare organizations manage their infrastructure. ThousandEyes enables predictive decision-making by analyzing data from multiple sources, identifying issues before they impact users or the business.
Empowering Healthcare with Technology
By focusing on these 10 strategies, TD SYNNEX distribution partners can better support healthcare providers in enhancing patient care through technology. Staying ahead of industry trends and leveraging innovative technologies will help partners provide vital support to healthcare providers, ultimately benefiting patient outcomes and overall care quality. For partners looking to get involved in this dynamic industry, Brown advises, “Look at your current contacts and think about who might know who. Always strive to get your foot in the door. Start small, earn trust through your solution offerings, and then partner with TD SYNNEX to recommend more complex, problem-solving solutions. This approach will position you as a valued advisor in the healthcare sector.” Learn more about healthcare solutions here.
