Digital Front Door is the key to online healthcare
Digital Front Door, an omnichannel customer engagement strategy in healthcare, looks set to open up a world of choice for patients.
As the trend for patients to become actively involved in their own health journey grows, a white paper produced b y L&T Technology Services Ltd (LTTS) has introduced the concept and benefits of ‘Digital Front Door’ (DFD), an omnichannel customer engagement strategy offering greater control and choice for the consumer.
Allowing patients easy access to a host of services, from booking appointments to virtual visits or accessing telehealth, DFD is an important development for modern healthcare providers.
Through the use of online tools, patients will be able to make informed choices that result in better outcomes and reduced costs. This is crucial as, following the impact of COVID-19, which has seen more patients booking virtual visits, managing healthcare often requires the same efficiency DFD as ecommerce or online banking.
Current trends among consumers include:
- Accepting more accountability for their own health
- A desire for convenient and personalised services
- Tracking daily health data with the use of wearables
- Seeking Value-Based Health Care (VBHC)
- Greater access to technology
What are the key trends driving consumers?
In an era of digital transformation, patients are looking for more control and choice, often through virtual, digital, and self-service channels. This enables them to not only interact with providers and healthcare organisations, but also to change the way in which services themselves are accessed.
Today, approximately 60% of healthcare consumers are sharing their feedback on the quality of health services received on social media (Facebook, Google etc.), placing the onus on providers to consistently ensure that they deliver optimal services.
In a survey conducted by Healthcare Consumer Insight & Digital Engagement, 75% of consumers said online ratings and reviews influence their choice of provider. The top choice (57%) for sharing a physician/hospital experience was through Facebook, and a total of 48% are influenced by an online review when choosing a doctor.
Furthermore, according to an NTT DATA study, the majority (62%) of customers reported that they were unable to accomplish their healthcare goals online, including searching for a doctor, accessing health records, or paying bills. A PwC report recorded the gulf between customers’ service expectation and reality as 25%.
DFD offers the following benefits:
- Meet consumer expectations
- Engage patients
- Improve overall experience
- Build long-lasting relationships
- Increase retention and cross-selling potential
- Deliver value-based care
What are the potential benefits for:
Patients and providers: integrated omnichannel communication has the dual benefit of both convenience and more effective data management. This, in turn, allows providers to triage more effectively and further enhance the fluidity of the customer experience.
Life sciences: although the new provider-patient dynamic will still place life sciences companies (medtech, pharma, biotech, etc) as secondary entities, their ability to provide solutions and services aligned with client values will ensure they remain integral to creating a bespoke experience incorporating preferred communication methods.
Therefore, as we have shown, the successful implementation of DFD could be key for providers seeking to integrate patient care, reduce the burden on medical staff, help patients navigate their health journey, and effectively manage costs.
Find out more in LTTS' white paper: download here
Long haul Covid, the brain and digital therapies
It is estimated that around 10% of people who get Covid-19 develop long haul Covid, a debilitating condition that can last many months and cause breathlessness, exhaustion and pain.
Research is underway to find out who is more likely to get it and how to treat it. Here neuroplasticity expert and owner of Harley Street Solutions in London Ashok Gupta tells us how the condition affects the brain.
What is long Covid exactly?
Long Covid is when patients who have experienced Covid-19 go on to have continuing symptoms for weeks and months afterwards. These symptoms can include breathlessness, exhaustion, brain fog, gastric issues, pain, and post-exertional malaise. It is estimated that around 10% of Covid-19 infections may result in developing long haul symptoms, and in the USA, this may be affecting over 3 million people.
How does it affect the brain?
Here at our clinic, we hypothesise that it is due to a malfunction in the unconscious brain, creating a conditioned response that keeps the body in a hyper-aroused state of defensiveness. At the core of this hypothesis is the idea that we are here because our nervous system and immune system have evolved to survive. We are survival machines!
When we encounter something such as Covid-19, the brain perceives it as life threatening, and rightly so. And in the era of the pandemic, with more stress, anxiety and social isolation, our immunity may be compromised, and therefore it may take longer for the immune system to fight off the virus and recover.
If the brain makes the decision that this is potentially life threatening and we get to the stage where we’re overcoming the virus, a legacy is left in the brain; it keeps over-responding to anything that reminds us of the virus. Even if we’ve fought off the virus, the brain will react in a precautionary way to stimuli reminiscent of the virus.
The brain may get stuck in that overprotective response, and keeps stimulating our nervous system and our immune system, just in case the virus may still be present.
What symptoms does this cause?
These signals cause a cascade of symptoms including breathlessness, extreme fatigue, brain fog, loss of taste or smell, headaches, and many others. And these are caused by our own immunes system.
In the case of long-haul Covid, symptoms in the body get detected by a hypersensitive brain which thinks we’re still in danger. The brain then chronically stimulates the immune and nervous systems, and then we have a continuation of a chronic set of symptoms.
This isn’t unique to long-haul Covid. Many patients develop chronic fatigue syndrome, sometimes known as “ME”, for example, after the flu, a stomach bug, or respiratory illness. Covid-19 may be a severe trigger of a form of chronic fatigue syndrome or ME.
How does long-haul Covid affect mental health?
Anxiety is a very common symptom in long haulers. It can be frightening to wonder about what may be happening in your body, and what the prognosis is going to be for one’s long term health. Reaching out for support for mental health is crucial for long-haulers.
How does neuroplasticity treatment work for long-haul COVID patients?
We have been working with patients for two decades with a brain retraining programme using neuroplasticity or “limbic retraining.”
We believe that through neural rewiring, the brain can be “persuaded” that we are no longer in danger and to come back to homeostasis. But to be very clear, we are not saying it is psychological in any way, but we believe there are novel ways of accessing the unconscious brain.
We recently worked successfully with a 56-year-old male with long-haul Covid, who prior to contracting Covid-19 in March of 2020 was running half-marathons and cycling, but afterwards he struggled to get off the sofa for months. Within 3 months he’s now back to 100% and running half marathons again.
At our clinic, we train the patient to be able to recognise those subtle unconscious danger signals on the periphery of consciousness. This, coupled with supportive techniques and the natural hallmarks of good health such as sleep and diet help prepare the patient to respond to perceived threats that might trigger the response.
The natural state of our brain is to default to protection. The brain prioritises survival and passing on our genes to the next generation, over any other impulse. It cares more about that than you feeling healthy and well. Protective responses are evolutionary, and are the right thing for the brain to do – it’s survival.
What digital therapies or apps are proving effective at treating long-haul Covid?
It seems that long haul patients are availing themselves of many online therapies and services, including meditation apps and wellness websites. We have an online neuroplasticity “brain retraining” video course called the “Gupta Program” which hosts 15 interactive videos and many audio exercises. This is proving very popular with long haul patients, and we are currently conducting a trial to test the effectiveness of this therapy.
What is the danger of leaving long-haul Covid untreated?
The longer it goes untreated, we hypothesise that it may become more entrenched in the brain, and become chronic in the longer term. Therefore we advise all patients to get help and advice as soon as possible.