Imagine being a patient just diagnosed with a chronic disease and not knowing which notifications, pamphlets, or websites are meant for YOU. Even worse, not feeling comfortable asking your doctor or pharmacist for help. It’s overwhelming, stressful, and frustrating. 

In a recently hosted webinar, we spoke with some of the pharma industry’s top leaders on the must-haves of patient engagement. We extracted some of the highlights from that conversation, so you don’t have to! 

One timely topic discussed was the role of technology in the patient experience. Are we overwhelming the patient with too many ‘dings’ and ‘bings’ sent to their phones and inboxes without making it accessible to talk to an actual human being? 

Our panelists addressed the following challenges of healthcare technology in the patient experience: 

1. Rapid Advancements: There has been a rapid influx of new healthcare technologies and tools, including apps, remote monitoring, telehealth, and more. The pace of innovation can be overwhelming for patients, particularly if they are unfamiliar with these technologies.

2. Information Overload: Patients may receive an abundance of information and data from various sources, including test results, appointment notifications, and health records, all through digital platforms. Managing this information can become burdensome.

3. Lack of Context: In some cases, patients receive test results through patient portals before their healthcare providers have had the chance to interpret or explain the results. This lack of context can cause anxiety and confusion.

4. Choice Overload: Patients may have access to numerous healthcare apps, communication tools, and portals, making it difficult for them to decide which ones to use. This choice overload can lead to indecision and uncertainty.

5. Varied Levels of Tech Literacy: Not all patients are equally tech-savvy, and some may struggle to navigate and use healthcare technologies effectively. This discrepancy in technology literacy can add to the feeling of being overwhelmed.

6. Unintended Consequences: While technology aims to improve patient engagement and access to care, there can be unintended consequences, such as confusing or anxiety-inducing experiences, as highlighted in the conversation regarding test result delivery.

The healthcare industry must address the holistic patient experience and design technologies with simplicity and patient-centricity in mind.  

To hear our panelists recommend ways to create a more patient-first approach to outreach, listen to the entire webinar “Must-Haves and Predictions for Patient Engagement in 2024” here.