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市場調查報告書

醫療保健中交流,協作和客戶服務工具的增長機會

Growth Opportunities for Communications, Collaboration and Customer Care Tools in Healthcare

出版商 Frost & Sullivan 商品編碼 981752
出版日期 內容資訊 英文 91 Pages
商品交期: 最快1-2個工作天內
價格
醫療保健中交流,協作和客戶服務工具的增長機會 Growth Opportunities for Communications, Collaboration and Customer Care Tools in Healthcare
出版日期: 2020年12月09日內容資訊: 英文 91 Pages
簡介

COVID-19大流行表明,行業缺乏適當應對這種情況的準備。從供應鏈挑戰到安全協議,工作量分配和患者敬業度,醫療保健組織可提供出色的患者服務,同時保持可盈利的運營,員工的生產率和工作滿意度,但很難做到這一點。

儘管已經實現了冠狀病毒疫苗接種,但許多國家還是受到了新一輪COVID-19的衝擊,導致2020年出現的醫學實踐發生重大變化。不確定醫學實踐是否會繼續。證明其價值的現有工作流程和業務實踐很可能會佔上風,並開闢新的商機。

但是,醫療保健提供者將通過 "患者旅程" 使用更多自助服務解決方案,集成家庭診斷和設備,並充分利用AI,RPA和NPL為從業者,員工和患者提供體驗,我們面臨許多挑戰,包括需要改進的地方。

該報告調查了醫療保健市場中的溝通,協作和客戶服務工具,並提供了有關市場狀況,增長和限制因素,策略,COVID-19大流行影響,用例,增長機會等方面的信息。

目錄

戰略指揮

  • 成長困難
  • StrategicImperative8
  • 主要戰略義務對醫療保健行業的影響
  • 增長機會

執行摘要

  • 執行摘要和調查目標

定義和範圍

  • 範圍
  • 與技術相關的定義
  • 健康週期和患者旅程
  • 流程圖符號

市場條件和增長環境

  • 技術演進
  • 醫療保健行業概述
  • 在醫療保健行業值得關注的電信提供商的未來趨勢
  • 增長的關鍵成功因素
  • COVID-19的影響
  • COVID-19醫療保健行業按行業劃分的影響
  • 醫療保健提供者應考慮的溝通和協作趨勢
  • 溝通和協作解決方案提供商應考慮的電子衛生趨勢
  • 全球醫療垂直行業的主要業務目標
  • 主要IT/通信問題
  • 主要IT/通信投資增長因素
  • 衡量數位化轉型的成功
  • 通信和協作技術的增長因素
  • 討論通信和協作技術的每個增長因素
  • 通訊和協作技術的抑製器
  • 討論通信和協作技術的每種限制

轉型成熟的醫療用例

  • 遠程影像諮詢
  • 計劃
  • 照顧者的協調與溝通
  • 入學和遠程諮詢的方向
  • 分流和接納(面對面諮詢)
  • 入境和出境患者的溝通和通知
  • 聯繫人追蹤和追蹤自動化
  • 緊急群眾通知和應急管理解決方案

增長機會

  • 醫療保健的數位化趨勢
  • 增長機會1:視頻會議
  • 增長機會2:團隊合作
  • 增長機會3:統一通信
  • 增長機會4:聯絡中心
  • 增長機會5:可編程通信
  • 增長機會6:通訊/協作設備

下一步

目錄
Product Code: K53C-64

Enabling Key Healthcare Workflows with Pre-packaged and Programmable Communications Solutions to Enhance Patient and Physician Journeys

Frost & Sullivan has identified the healthcare vertical as ripe for digital transformation and adoption of modern communications and collaboration technologies with the objective of improving operational efficiencies and enhancing patient care. The study covers key use cases for point solutions such as video conferencing or team messaging, as well as integrated suites such as unified communications and collaboration (UCC), UC as a service (UCaaS), communications platform as a service (CPaaS), and contact center and contact center as a service (CCaaS). It also discusses opportunities for improving patient and practitioner experiences, and enhancing important workflows in the healthcare industry vertical using application programming interfaces (APIs) and programmable communications capabilities.

More specifically, the study has identified the following use cases whereby advanced communications tools can deliver value to healthcare organizations: remote video consultations, scheduling, caregiver coordination and communications, admission and orientation for remote consultations, triage and admission (for in-person consultations), inbound and outbound patient communications and notifications, on-premise and remote monitoring and assistance, contact tracing and tracing automation, and emergency mass notifications and emergency management solutions.

The COVID-19 pandemic exposed the industry's lack of preparedness to properly handle a calamity of this magnitude. From supply-chain challenges, to safety protocols, workload distribution and patient outreach, healthcare organizations struggled to deliver excellent patient services while maintaining profitable operations and staff productivity and job satisfaction.

As coronavirus vaccines come closer, yet many countries are hit hard by new COVID-19 waves, it's uncertain which medical practices that emerged or were significantly modified in 2020 will persist in the future. Existing workflows and business practices that have proven their value are most likely to prevail and open new business opportunities. Nevertheless, healthcare providers face many challenges, such as the need to use more self-service solutions throughout the patient journey, integrate home-based diagnostics and devices, and fully leverage AI, RPA and NPL to improve practitioner, staff and patient experiences.

As countries, industries, businesses and individuals gradually adjust to what is likely to be an ever-shifting "new normal", healthcare organizations will need to adapt as well. Digital technologies, including communications and collaboration solutions, as well as programmable platforms, must be leveraged as key enablers of accelerated and effective industry transformation. In order to properly apply programmable communications and other digital technologies to address healthcare, a clear understanding of the processes and workflows, and their manual chokepoints, is required.

This study discusses opportunities for improving patient and practitioner experiences and enhancing important workflows in the healthcare industry vertical using pre-packaged communications and collaboration solutions, as well as application programming interfaces (APIs) and programmable communications capabilities.

Table of Contents

Strategic Imperatives

  • Why Is It Increasingly Difficult to Grow?
  • The Strategic Imperative 8™
  • The Impact of the Top Three Strategic Imperatives on the Healthcare Industry
  • Growth Opportunities Fuel the Growth Pipeline Engine™

Executive Summary

  • Executive Summary and Purpose of the Study
  • Executive Summary and Purpose of the Study (continued)

Definitions and Scope

  • Scope
  • Technology-related Definitions
  • Technology-related Definitions (continued)
  • Technology-related Definitions (continued)
  • Technology-related Definitions (continued)
  • The Health Cycle and the Patient Journey
  • The Health Cycle and the Patient Journey (continued)
  • Flowchart Symbols

State of the Market and Growth Environment

  • Technology Evolution
  • Healthcare Industry Overview
  • Future Trends for Communications Providers to Watch in the Healthcare Industry
  • Critical Success Factors for Growth
  • Critical Success Factors for Growth (continued)
  • COVID-19 Impact
  • COVID-19 Impact (continued)
  • COVID-19 Impact by Healthcare Industry Sector
  • COVID-19 Impact by Healthcare Industry Sector (continued)
  • Communication and Collaboration Trends to be Considered by Healthcare Providers
  • E-Health Trends to be Considered by Communication and Collaboration Solutions Providers
  • Top Business Objectives in the Healthcare Vertical Industry, Global
  • Top IT/Telecom Challenges in the Healthcare Vertical Industry, Global
  • Top IT/Telecom Technology Investment Drivers in the Healthcare Vertical Industry, Global
  • Measuring Digital Transformation Success in the Healthcare Vertical Industry, Global
  • Growth Drivers for Communications and Collaboration Technologies in the Healthcare Vertical Industry
  • Discussion of Selected Growth Drivers for Communications and Collaboration Technologies in the Healthcare Vertical Industry
  • Discussion of Selected Growth Drivers for Communications and Collaboration Technologies in the Healthcare Vertical Industry (continued)
  • Growth Restraints for Communications and Collaboration Technology in the Healthcare Vertical Industry
  • Discussion of Selected Growth Restraints for Communications and Collaboration Technologies in the Healthcare Vertical Industry

Healthcare Use Cases Ripe for Transformation

  • Remote Video Consultations
  • Remote Video Consultation-Communications-enabled Workflows
  • Remote Video Consultation-Communications Assessment
  • Scheduling
  • Scheduling-Communications-enabled Workflows
  • Scheduling-Communications Assessment
  • Caregiver Coordination and Communication
  • Caregiver Coordination and Communication-Communications-enabled Workflows
  • Caregiver Coordination and Communication-Communications Assessment
  • Admission and Orientation for Remote Consultations
  • Admission and Orientation for Remote Consultations-Communications-enabled Workflows
  • Admission and Orientation for Remote Consultations-Communications Assessment
  • Triage and Admission (For In-person Consultation)
  • Triage and Admission (For In-person Consultation)-Communications-enabled Workflows
  • Triage and Admission (For In-person Consultation)-Communications Assessment
  • Inbound and Outbound Patient Communications and Notifications
  • Inbound and Outbound Patient Communications and Notifications-Communications-enabled Workflows
  • Inbound and Outbound Patient Communications and Notifications-Communications Assessment
  • On-premise and Remote Monitoring and Assistance
  • On-premise and Remote Monitoring and Assistance-Communications-enabled Workflows
  • On-premise and Remote Monitoring and Assistance-Communications Assessment
  • Contact Tracing and Tracing Automation
  • Contact Tracing and Tracing Automation-Communications-enabled Workflows
  • Contact Tracing and Tracing Automation-Communications Assessment
  • Emergency Mass Notifications and Emergency Management Solutions
  • Emergency Mass Notifications and Emergency Management Solutions-Communications-enabled Workflows
  • Emergency Mass Notifications and Emergency Management Solutions-Communications Assessment

Growth Opportunity

  • Digital Trends in Healthcare
  • Growth Opportunity 1-Video Conferencing
  • Growth Opportunity 1-Video Conferencing (continued)
  • Growth Opportunity 2-Team Collaboration
  • Growth Opportunity 2-Team Collaboration (continued)
  • Growth Opportunity 3-Unified Communications
  • Growth Opportunity 3-Unified Communications (continued)
  • Growth Opportunity 4-Contact Center
  • Growth Opportunity 4-Contact Center (continued)
  • Growth Opportunity 5-Programmable Communications
  • Growth Opportunity 5-Programmable Communications (continued)
  • Growth Opportunity 6-Communications/Collaboration Devices
  • Growth Opportunity 6-Communications/Collaboration Devices (continued)

Next Steps

  • Your Next Steps
  • Why Frost, Why Now?
  • List of Exhibits
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