Healthcare Organizations Must Transform Digital Experiences Between People & Technology to Lead the Future of Care, Finds Res...
August 11 2020 - 8:29AM
Business Wire
Healthcare organizations need to become more collaborative in
creating new digital healthcare experiences to help customers feel
engaged, important and informed, according to research from
Accenture (NYSE: ACN).
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71% of health executives believe robotics
will enable the next generation of services in the physical world
(Photo: Business Wire)
Based on a survey of 259 payer and provider healthcare
executives, the report — Accenture Digital Health Technology Vision
2020 — notes that the vast majority (85%) of executives believe
that technology has become an inextricable part of the human
experience. Furthermore, 45% of those polled said that rapid
advancements in new technologies and scientific innovations are
positioned to disrupt their industry.
“The intersection between digital technology and healthcare
experiences has certainly accelerated with the COVID-19 pandemic,
and leading the future of care will demand rethinking core
assumptions about the intersection of people and technology,” said
Dr. Kaveh Safavi, a senior managing director in Accenture’s Health
practice. “People’s perceptions of and relationships with
technology are changing, and to adapt, healthcare payers and
providers need to redesign digital experiences.”
The research found that 69% of healthcare payers and providers
are already piloting or adopting artificial intelligence, which
will enable fluid interactions between human and machines. Yet only
39% said they have inclusive design or human-centric design
principles in place to support human-machine collaboration.
In addition, more than two-thirds (71%) of the executives
believe that robotics will enable the next generation of services
in the physical world, yet 54% believe that their employees will be
challenged to figure out how to work with robots.
“The use of robotics is especially exciting in healthcare, where
need has no boundaries and workers are already spread thin,” Dr.
Safavi said. “But as robotic capabilities extend beyond controlled
environments, healthcare organizations will face new challenges
around talent investments, data collection, and human-machine
interaction and collaboration.”
The report argues that despite benefiting broadly from
technology, people are expressing concerns about how and for what
it’s used. A majority (70%) of healthcare consumers polled as part
of the research said they are concerned about data privacy and
commercial tracking associated with their online activities,
behaviors, location and interests. The same number (70%) of
consumers also said they expect their relationship with technology
to be more prominent in their lives over the next three years.
With more than three-quarters (78%) of the healthcare provider
and payer executives saying they believe that the stakes for
innovation have never been higher, the report notes that “getting
it right” will require new ways of innovating with ecosystem
partners and third-party organizations.
“COVID-19 has not slowed digital technology innovation; rather,
it’s amplifying it to historic levels,” said Dr. Safavi. “Given the
current environment, healthcare organizations must elevate their
technology agenda to explore emerging digital technologies that
provide the right infrastructure to help people feel safer about
using technology tools for their healthcare experience.”
The full report can be accessed here.
Methodology
The Accenture Digital Health Technology Vision 2020 report is
derived from Accenture’s most-recent annual Tech Vision 2020
report, which predicts key trends likely to disrupt business over
the next three years. Accenture gathered input from the Technology
Vision External Advisory Board, conducted interviews with
technology luminaries and industry experts from the public and
private sectors, academia, venture capital and entrepreneurial
companies. Accenture Research conducted a global online survey of
6,074 business and IT executives from 25 countries, including 85
health payer and 174 health provider executives in the U.S., U.K.
and Australia. The survey was fielded between November 2019 and
January 2020. In parallel, Accenture Research surveyed 2,000 people
in the U.S., U.K., China and India, with respondents representing
different age and demographic groups, to understand the use and
role of technology in people’s lives.
About Accenture
Accenture is a leading global professional services company,
providing a broad range of services in strategy and consulting,
interactive, technology and operations, with digital capabilities
across all of these services. We combine unmatched experience and
specialized capabilities across more than 40 industries — powered
by the world’s largest network of Advanced Technology and
Intelligent Operations centers. With 513,000 people serving clients
in more than 120 countries, Accenture brings continuous innovation
to help clients improve their performance and create lasting value
across their enterprises. Visit us at www.accenture.com.
Disclaimer: This document is intended for general
informational purposes only and does not take into account the
reader’s specific circumstances, and may not reflect the most
current developments. Accenture disclaims, to the fullest extent
permitted by applicable law, any and all liability for the accuracy
and completeness of the information in this presentation and for
any acts or omissions made based on such information. Accenture
does not provide legal, regulatory, audit, or tax advice. Readers
are responsible for obtaining such advice from their own legal
counsel or other licensed professionals.
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Cam Granstra Accenture +1 312 693 5992
cameria.l.granstra@accenture.com
Accenture (NYSE:ACN)
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