The Increasing Challenges in Healthcare

Increasing Challenges

We are living in challenging times for patients, healthcare providers, and health plans. Recent surges in COVID-19 (Omicron), amidst the increasing prevalence of chronic diseases highlight the critical need for efficient approaches to care.

While the current staffing issues are exacerbated by the pandemic (some medical groups report more than 30% reduction in staff), it further amplifies the existing resource issues[1] and lack of patient follow-up the industry has been facing for years. The landscape is becoming increasingly complex, precisely when it needs to be streamlined.

[1] Source: gl-career-2018-demand-for-healthcare-workers-will-outpace-supply-by-2025-analyisis-healthcare-labor-market-mercer.pdf

For patients, this means declining access to care, even in traditionally well served geographies.

There are approaches that help!

What Approaches Work

Patient Engagement Innovation

Anytime, anywhere access. Patients are increasingly open to virtual care and AI driven solutions[1], intelligent contact centers significantly improve speed to answer and handling times. Combined with access to voice, text/SMS, web chat, and digital assistants (i.e. Alexa, Siri, Google), patients have more choice than ever before.

Further, these solutions can help to significantly reduce staff burnout while providing agile systems that can meet changing demands rapidly.

[1] Source:

Patient Journey Mapping

Successful patient journey mapping is driven by an improved understanding of what each patient wants and needs to achieve a specific health goal.

By enhancing the patient view beyond the EHR to include measures such as patient satisfaction scores, access patterns, and sentiment, a more complete understanding of the individual is realized. This understanding enables improved outcomes and preventive care through personalized patient engagement.

BONUS: Personalized journeys can identify missing health conditions and subsequently assure patients receive appropriate care. This is a huge win for patients, with providers realizing improved HEDIS scores, and plans assuring accurate risk adjustments.


While healthcare is going through very challenging times and patient access to care is suffering, there are approaches that improve solve these problems while improving financial outcomes. These improved outcomes provide the means for providers and payors to fund the innovation while realizing substantial ROI.