The Connected Patient Journey: What Healthcare Has Been Missing
The Connected Patient Journey: What Healthcare Has Been Missing
The problem has never been a lack of care, it was always a lack of connection.
By Greg Hatch, SVP of Strategic Growth
Greg Hatch, SVP of Strategic Growth puts it plainly in this video series, “the healthcare experience doesn’t live in a single moment, it spans every touchpoint. Starting with the first scheduling call, to the post-discharge follow-up, and all the way through to billing. And right now, those touchpoints aren’t talking to each other.”
A patient who starts with a self-service chatbot, moves to a web portal, and eventually calls in, shouldn’t have to start their story over, every single time. That’s not a patient experience, that’s an obstacle course.
AI is changing what’s possible here by giving patient care providers the tools to provide continuity of care. When routine logistics, like appointment scheduling, pre-visit instructions, and check-in reminders are handled automatically, staff get their capacity back.
That matters because documentation and coordination burden are not abstract problems. A 2024 Agency for Healthcare Research and Quality technical brief identified 11 categories of documentation burden, including EHR time, inbox management, after-hours work, administrative tasks, and workflow fragmentation, showing how much of the care experience is still shaped by work that happens around the patient instead of with the patient. Read the AHRQ brief.
Connecting Every Patient Touchpoint
We’re also seeing AI in diagnostic practices. For example, when a radiologist is supported by AI that flags anomalies in imaging, their diagnosis becomes more confident and more accurate.
But what happens when a patient calls in frustrated, scared, or in crisis? The last thing that they should get is a generic queue. Avaya Infinity has the ability to detect frustration in tone, track repeated contacts, and automatically route high-risk calls to the right person, before the situation gets worse.
Built for Secure, Continuous Care
Designing a better healthcare experience starts with giving your people the right tools, and that’s exactly what Avaya Infinity was built to do. Avaya Infinity acts as a patient communication and journey orchestration platform. Tying voice, text, web portals, and chat interactions together into a single continuous timeline. Every prior interaction, every expressed frustration, every unresolved question, travels with the patient. When a nurse or agent picks up, they don’t start from zero. They start from exactly where the patient is.
Because healthcare organizations handle some of the most sensitive data in existence, Gage deploys Avaya Infinity’s universal hybrid architecture to keep PHI and HIPAA compliance secure within the organization’s own environment.
That security posture matters more every year. In its 2024 report to Congress, HHS Office for Civil Rights reported 663 large breaches of unsecured protected health information affecting approximately 242.9 million individuals, with business associate breaches accounting for the majority of affected individuals. Read the HHS OCR report.
Now, nothing has to stand in the way of connection for exceptional patient care.
Watch the Avaya Healthcare Video Series
See Greg Hatch explore how healthcare leaders can connect communication, collaboration, AI, and compliance into a better patient journey.
