The Reliance on Compliance
The Reliance on Compliance
How our partnership with Avaya enables customers to meet privacy standards and provide an exceptional quality of care in equal measure.
By Greg Hatch, SVP Strategic Growth
In the ruthless pursuit of protecting patient and employee data, we’re realizing the unintended consequence is a diminished patient experience. There’s a genuine tension between staying compliant while providing an exceptional level of care.
This tension is showing up throughout the patient experience. Doctors are spending half of their time on paperwork instead of patients. Some organizations are still dealing with scheduling nightmares. The U.S. spends 17% of its GDP on healthcare and patients are still left confused and frustrated.
To be clear, regulations aren’t the problem, because compliance and care aren’t in conflict. But, the disconnect between governance and quality of care is leaving a gap too big to ignore. Compliance teams, clinical staff, IT, and legal are all pulling in different directions instead of towards the same goal.
Now, my belief is that healthcare leadership deeply values the care they actually provide their patients. They also pay close attention to the ability to measure care and identify areas to improve it. That data allows them to ask, “does that meet our standards as the provider we want to be?”
Of course, some things are easier to measure than others. We find it’s easier to break it down into the pre, during, and post healthcare experience.
The Pre-Experience
The pre-experience is where we see the most immediate opportunities. Scheduling, administrative intake, and appointment management are all ripe for automation. The stakes are high. Patient no-shows alone cost the U.S. healthcare system an estimated $150 billion a year, with each missed appointment representing significant lost revenue. The experience before a patient ever walks through the door is broken, and fixing it starts right here.
The During Experience
The during-experience is where we get to be creative with collaboration. Once a patient is in the system, the quality of care depends on how well their providers are communicating. Specialists need to talk to primary care physicians. Doctors need access to the right data at the right moment. AI is making that coordination faster, more accurate, and more connected. We’re even seeing it help radiologists identify anomalies in imaging with greater confidence.
The Post-Experience
The post-experience is perhaps the most overlooked. The patient experience is reflected in how the patient feels after care is provided. It's one thing for a patient to get healthy, it's another for them to walk away feeling like the experience itself was a good one.
Institutions are also seeking ways to collaborate with other institutions, payers, and suppliers while remaining compliant. Once the appointment has been completed, patients start to get communications from their insurance organization, other healthcare companies, and more. So I strongly believe we’re going to be able to streamline that entire healthcare experience and measure it.
Where Gage and Avaya Come In
This is where Gage and Avaya come in together. Avaya brings decades of experience building communications systems alongside healthcare providers, designing solutions with compliance and exceptional care in equal measure. Gage brings dedicated technology experts and a client-first partnership approach, helping you transform how you work today into how you want to work tomorrow. Together, we’re knocking down the barriers between regulation and patient experience, to accelerate coordination and communication so that improving one never comes at the cost of the other.