Documents That Communicate
The Healthcare sector includes a wide and diverse range of business areas: healthcare trusts, GPs/dental/local providers, central NHS, healthcare outsourcers, healthcare insurers, nursing homes and home care providers, pharmaceuticals, biotechnology and scientific services companies. Each business area has its own particular challenges but all consistently need to capture patient (or customer) information and appropriately share this along a chain of care.
The delivery of healthcare services from primary care to secondary and tertiary levels of care is the most visible part of any healthcare system, both to users and the general public. The places where care is delivered are changing and may be in the home, the community, the workplace, in health facilities or even abroad. The most common way is still face-to-face delivery but there are many challenges seeking new ways of working including:
Patients and customers now have greater expectations in terms of speed of response, accuracy and completeness of correspondence, choice of information delivery device and where to source their care. In a rapidly changing technological environment, maintaining competitive advantage and customer service is becoming ever more challenging.
At icon, we believe that how organisations manage their client communications is key to attracting new customers and in caring for those who are already on the patient list. Customer Communications Management (CCM), including appropriate Document Management software, is an increasingly critical element of a comprehensive personalised user information strategy.
The benefits of a comprehensive, responsive and properly implemented Customer Communications Management strategy with appropriate document management software are clear:
Enhanced Market Share - differentiate your propositions ahead of competitors. Bring all customer information together at the point of use. Produce immediate, relevant and accurate medical information, quotes and contracts, delivered through internet, print, SMS or other relevant channels - whether you win new customers through marketing-led self-service, field sales or call centres.
Increased Customer Retention - customers expect to be able to access their records, quickly and easily, when needed. They expect them to be accurate and complete. Organisations which consistently meet customer service expectations maintain highest satisfaction ratings and loyalty levels.
Improved Staff Satisfaction - sales, service and administrative staff need accurate, consistent, 360⁰ views of customer information so they can respond to customer needs freely and safely in any correspondence, however delivered. Providing staff with better means of responding to customers - without compromising legal, compliance, branding or process constraints - increases staff satisfaction and productivity.
Reduced Costs - rationalise document management (creation and output systems) across the organisation to give direct cost savings in IT hardware, software, facilities, document-related staff, paper and postage. Then exploit new capabilities through enabled simplification of processes, generating further large savings.
The efficiency of business processes and the importance of social, mobile and e-media technologies require a close integration of all document management processes within the organisation. Key benefits include a strong return on investment, enhanced customer engagement, increased sales and reduced risk. icon document management workflow and Customer Communications Management solutions can deliver these benefits - and more.
The Healthcare sector faces greater challenges than many when it comes to sharing of data and opportunities for re-use efficiencies. A typical hospital has many departments and specialty areas, all focused on patient care. Likewise, most healthcare IT environments have a variety of billing, ambulatory, ER, pharmacy and other applications. But all too often these can be islands of information.
They have a common thread: patient-specific information captured in document form. icon partners with the leading healthcare application providers to provide a seamless platform for delivering any document from any system - to any destination in your environment.
Like other businesses, medical institutions and providers face intense pressure to increase efficiency and continually improve their outcomes. However, due to the vital nature of the healing arts, failures in Healthcare IT systems bring risks and consequences far beyond those in most other industries. Our output management solutions bring greater reliability and control to document-driven processes within hospitals and other healthcare environments. Timely, secure delivery of medical information helps healthcare organisations gain the improvements they need.
The application of such Document Management tools is wide ranging. Common use types include:
The focus on smarter processes and integrated enabling technologies enables unbiased advice, convenience and service excellence. The provision of appropriate personalised communications greatly assists client trust and relationship management. The prize is reduced operational costs, optimal use of existing capacity and increased efficiencies - all assisting healthcare budgets.
icon Communication Dynamics, Inc. | 1120 Avenue of the Americas | New York, NY 10036