Why keeping up with change means going back to basics

Why keeping up with change means going back to basics

Jeff Green | 6/26/2019 4 min

Our research shows that keeping information, citizens and patients flowing is critical. You want to be there for them every step of the way, but that’s a real challenge when you’re facing skills shortages, increased efficiency targets, and more demands on your time and budget than ever before.

Even the smallest innovation can make a big difference. But keeping up with change often means going back to basics. Our research highlights simplifying processes, smoothing out citizen and patient flow, and focusing on quality of service and care as important factors to focus on.  

Let me share with you the highlights from our global research with over 600 Public Services and Healthcare decision makers. You can read more in our Healthcare Global Trends Report and Public Service Global Trends Report.

Delivering a good citizen and patient experience

  • 94% of decision makers see delivering a good citizen and patient experience as important – and appreciate the need for increased patient flow
  • 72% of public services decision makers and 67% of healthcare decision makers are seeing increased demand from citizens and patients to use apps and social media for engagement
  • However, 50% of public services decision makers and 53% of healthcare decision makers say they find it difficult to keep up with technology change in their sector generally

Simplifying processes   

In order to offer a good service to citizens and patients, the public sector and healthcare are looking to improve efficiency, simplify & streamline processes and improve flow, through services

  • 71% of decision makers feel busier and say there are more demands on their time than a year ago 
  • 34% are seeing improving efficiency or meeting efficiency targets as one of the biggest challenges for their organisation over the next 12-months
  • 46% of decision makers see simplifying and streamlining processes as a key priority for their organisation over the next 12-months in delivering a good citizen and patient experience
  • 50% of decision makers say managing the workforce based on skillsets and service demand is a must-have element of journey management

Smoothing out citizen and patient flow

Decision makers want to reduce complaints or improve feedback.

  • This is particularly important given 54% of public services decision makers and 61% of healthcare decision makers said citizens and patients are complaining more about waiting or queuing now than a year ago
  • 51% of healthcare decision makers and 44% of public services decision makers say access to intelligence on wait times, service demand and feedback response is a must-have element of journey management
  • 89% of public services decision makers and 88% of healthcare decision makers believe data and insight can help differentiate and provide better customer experiences

Do you want to find out more about the challenges being faced throughout the healthcare industry?

Download Healthcare Trends Report

Do you want to find out more about the challenges being faced throughout the public sector?

Download Public Trends Report

 

Take it from the experts

Qmatic is behind the digital intelligence you need to keep up with change. We help government institutions and healthcare facilities of all types to use their existing resources to their best advantage, without adding to personal workloads.

Our solutions provide everything from self-service mobile apps and digital tools to journey management that virtually manages the citizen and patient experience. And that means you get to harness the power of digital through real-time citizen and patient views and valuable insights that allow you to drive, control and measure service quality. 

 

Jeff Green

Jeff Green

Chief Operating Officer.

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