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Press Release


71% OF HEALTHCARE LEADERS REPORT LIMITED TO NO INTEGRATION OF THEIR PATIENT
ENGAGEMENT CAPABILITIES

CHIME global research reveals inconsistent, disjointed patient experiences
remain chronic pain point for healthcare providers


 * A majority of survey respondents cite inconsistent patient experiences across
   interaction points (63%) and disjointed patient experiences (58%) as
   significant or extreme challenges for their organization
 * Integrating patient capabilities is a high priority for 55%; however,
   fragmented ownership of engagement capabilities and limitations of legacy IT
   infrastructure represent obstacles to combining these functions onto a single
   platform
 * A cloud-based, integration-first platform that supports a range of channels
   and functional areas offers a remedy to long, costly custom integration
   projects and paves the way for more unified, seamless patient journeys


SAN FRANCISCO–Sept. 29, 2022–Talkdesk®, Inc., a global cloud contact center
leader for customer-obsessed companies, in collaboration with the College of
Healthcare Information Management Executives (CHIME), today released a new
research report, The Future of Patient Experience: Unifying Interactions in
Healthcare. The report examines the causes and far-reaching consequences of
disconnected patient experiences and sheds light on the barriers to technology
consolidation. 


Healthcare providers have made significant investments in recent years to better
orient care around patients. Along with those efforts, many have adopted digital
technologies, resulting in unintended negative consequences. While delivering
greater access to channels and automation, the technology often takes the form
of disparate point solutions, creating siloed data and fragmented patient
interactions. In fact, 71% of survey respondents say their organizations have
limited to no integration of patient engagement capabilities. 


Fragmentation in patient interactions is a widespread problem for healthcare
providers and can lead to critical information gaps, failure to effectively
address patient issues, and even worsened patient outcomes. It can also cause
friction for patients as well as patient services staff, and drive burnout and
attrition for the latter. Survey respondents cite inconsistent (63%) and
disjointed (58%) patient experiences among their most pressing challenges. As
patients have more choices for their healthcare interactions and consumer
expectations for great service become higher, it is essential provider
organizations use technology that transform patient engagement capabilities.


“Consistently high-quality experiences before, between, and after clinical
encounters are critical to the health and well-being of patients, but more
progress is needed in the healthcare sector’s evolution to a journey that is
truly patient-centric, transparent, and accessible,” said Lorren Pettit, vice
president, CHIME Digital Health Analytics. “Unifying the disparate components of
patient interactions to deliver experiences that are straightforward and easy to
navigate is a clear opportunity for bringing that vision to life.”


In pursuit of this vision, more than half (55%) of those surveyed consider
integration of their patient engagement capabilities a high priority for the
coming year. A sizable number (84%), however, do not think this can easily be
accomplished at their organization via any existing platform. They view
de-centralized ownership of related capabilities and inflexibility of existing
technology architecture as the most significant barriers such an approach would
need to overcome. 


“The internal barriers faced by healthcare leaders aren’t surprising given the
high cost, time, and organizational will it takes to consolidate patient
engagement point solutions,” said Patty Hayward, vice president of healthcare
and life sciences strategy, Talkdesk. “A cloud-based, integration-first platform
that supports a range of channels and functional areas offers an alternative to
custom integration projects and paves the way to more unified, seamless patient
journeys.”


To read more of the research findings, download the report, The Future of
Patient Experience: Unifying Interactions in Healthcare.


Methodology


The report was based on a quantitative online survey conducted in collaboration
with CHIME Digital Health Analytics, a global market intelligence and survey
research hub. The survey was fielded in July 2022 to senior leaders in
healthcare. Findings are based on 115 global interviews with executives from
healthcare systems, hospitals, ambulatory facilities/physicians offices, and
nursing facilities. Leaders primarily represented IT functions, but also patient
experience, clinical experience, and operations. 


Additional Resources: 

 * See Talkdesk as a Leader by Gartner in the 2022 Magic Quadrant for Contact
   Center as a Service (CCaaS) and other recent awards and recognition
 * Learn more about the Talkdesk Healthcare Experience Cloud™ and take a video
   tour
 * Access previous research from Talkdesk on the patient experience revolution
   in healthcare


Social Networks:

 * Talkdesk Community: https://www.talkdesk.com/customer-community
 * Blog: https://www.talkdesk.com/blog/
 * Twitter: https://twitter.com/Talkdesk
 * LinkedIn: https://www.linkedin.com/company/talkdesk/
 * Facebook: https://www.facebook.com/Talkdesk/
 * Instagram: https://www.instagram.com/Talkdesk/


About Talkdesk

Talkdesk® is a global cloud contact center leader for customer-obsessed
companies. Our automation-first customer experience solutions optimize our
customers’ most critical customer service processes. Our speed of innovation,
vertical expertise, and global footprint reflect our commitment to ensuring that
businesses can deliver better experiences across any industry and through any
channel, resulting in higher customer satisfaction and accelerated business
outcomes. 


Talkdesk is a registered trademark of Talkdesk, Inc. All product and company
names are trademarks™ or registered® trademarks of their respective holders. Use
of them does not imply any affiliation with or endorsement by them.  


Media Contact: 


Camille Beasley 

camille.beasley@talkdesk.com

(972) 896-1936



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