By Alex Tolmasoff, Director, KPMG Sales Transformation and HCLS Lead
Have you ever wondered where and how high-performance providers are investing in technology to counter the impact of the last few years?
Recent KPMG research indicates that those healthcare providers leading the way are doing so through technology investments, focusing specifically on patient engagement.1
The COVID-19 pandemic had an unprecedented effect on patients and healthcare providers; to understand the impact and aftereffects on healthcare organizations and how the front office (particularly the sales organization) must retool itself for this “new normal”, KPMG surveyed nearly 100 providers, including surgeons, primary care physicians, and hospital C-suite leaders in mid-2022. The survey set out to gauge provider perspectives in three key areas:
In a series of blogs exploring the survey findings, I continue here by concentrating on:
It is clear from our survey that a focus on technology investment separated high growth providers from the rest.
% of overall budget devoted to Tech Response to Covid-19
Leaders invested more on tech at the start of COVID and sustained their investment; they invested first in EHR, patient portals, and customer service expansion, then doubled down on telehealth and patient engagement – this two-stage approach appears to be an impactful strategy that delivers result.
Investments Made - 2020
Investments Made - 2021
Our research indicates that leaders will invest mostly in EHR (55%) and patient portals (41%) relative to lagging organizations, while lagging organizations are playing catch-up with telehealth (50%) and patient engagement software (50%).
Further strategies implemented by leading providers post-COVID include an increased (2x) use of telehealth, while they anticipate lower average investment (20%) than lagging organizations. This investment strategy, coupled with a focus on training is paying dividends; organizations that ensure patients and providers are well-trained are seeing more than 40% the benefit and adoption of telehealth platforms.
A strategic focus on patient-centric technology investment and training can provide a route to recovery for providers. Understanding how both leading and lagging organizations have been impacted will be critical to developing the right front-office strategies for effective sales, marketing, and service model changes.
For sales leaders in particular, you should consider the following to help mitigate the impacts of recent years:
See the next blog in our series on how vendor relationships will shift to accommodate new ways of working.
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