{"id":1554,"date":"2023-10-11T23:43:24","date_gmt":"2023-10-11T21:43:24","guid":{"rendered":"https:\/\/www.linkidoc.fr\/blog\/2023\/10\/11\/lautomatisation-eleve-lexperience-numerique-au-sein-dun-organisme-de-sante\/"},"modified":"2023-10-11T23:43:27","modified_gmt":"2023-10-11T21:43:27","slug":"lautomatisation-eleve-lexperience-numerique-au-sein-dun-organisme-de-sante","status":"publish","type":"post","link":"https:\/\/www.linkidoc.fr\/blog\/2023\/10\/11\/lautomatisation-eleve-lexperience-numerique-au-sein-dun-organisme-de-sante\/","title":{"rendered":"L’automatisation \u00e9l\u00e8ve l’exp\u00e9rience num\u00e9rique au sein d’un organisme de sant\u00e9"},"content":{"rendered":"
\n

Parfois, les priorit\u00e9s des organismes de sant\u00e9, des cliniciens et des patients peuvent sembler contradictoires. Mais lorsqu\u2019il s\u2019agit de proposer une exp\u00e9rience utilisateur modernis\u00e9e, la plupart des parties prenantes ont des attentes similaires.<\/p>\n

Comme Salesforce le souligne dans un r\u00e9cent article de blog, \u00ab les attentes des clients en mati\u00e8re d’engagement empathique, personnalis\u00e9 et ax\u00e9 sur le num\u00e9rique ne s’arr\u00eatent pas lorsqu’ils se rendent au travail. Tout comme les consommateurs, les acheteurs professionnels constatent un \u00e9cart entre les normes \u00e9tablies et la r\u00e9alit\u00e9 \u00e0 laquelle ils sont confront\u00e9s.<\/p>\n

Des chatbots aux nouvelles utilisations de l\u2019IA g\u00e9n\u00e9rative, les organismes de sant\u00e9 tirent parti de l\u2019automatisation pour r\u00e9pondre aux demandes des cliniciens et des patients. Les avantages sont multiples et rapportent aux parties prenantes des \u00e9conomies de temps et d’argent.<\/p>\n<\/p>\n<\/div>\n

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La technologie automatis\u00e9e r\u00e9invente le soutien aux patients<\/h2>\n

Anthony Viola, responsable de l’exp\u00e9rience num\u00e9rique chez CDW, affirme que l’automatisation est le principal moteur de changement concernant l’exp\u00e9rience num\u00e9rique. Il souligne \u00e0 quel point le service client, et par extension le service d\u2019assistance aux patients, a radicalement chang\u00e9 au cours des 15 \u00e0 20 derni\u00e8res ann\u00e9es gr\u00e2ce \u00e0 l\u2019automatisation.<\/p>\n

Le centre de contact client est un d\u00e9partement plein d\u2019opportunit\u00e9s d\u2019automatisation. Comme le note CDW dans un r\u00e9cent article de blog, \u00ab les solutions d\u2019IA sont devenues un \u00e9l\u00e9ment important d\u2019une exp\u00e9rience utilisateur efficace. Acheminer un appelant vers la bonne personne rapidement et efficacement minimise la frustration et augmente la satisfaction. Plus les organisations utilisent l\u2019IA pour aider les clients \u00e0 naviguer dans les syst\u00e8mes des centres de contact, meilleures seront ces exp\u00e9riences. La r\u00e9solution au premier appel devient la norme et non l\u2019objectif.<\/p>\n

Dans le domaine des soins de sant\u00e9, cela signifie que les patients peuvent \u00eatre dirig\u00e9s plus rapidement vers des soins vitaux ou interagir avec eux d\u2019une mani\u00e8re qui les rend plus susceptibles de s\u2019engager dans les soins de sant\u00e9 traditionnels \u00e0 l\u2019avenir.<\/p>\n

<\/strong><\/p>\n<\/div><\/div>\n

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L\u2019automatisation peut rapporter gros en augmentant la productivit\u00e9 clinique<\/h2>\n

L’automatisation peut permettre \u00e0 un organisme de soins de sant\u00e9 d’offrir une exp\u00e9rience plus efficace aux utilisateurs cliniques et aux patients, et elle peut \u00e9galement profiter aux organisations. Un rapport de McKinsey de juin 2023 souligne le potentiel impressionnant de l\u2019IA g\u00e9n\u00e9rative pour augmenter la productivit\u00e9.<\/p>\n

\u00ab Nos derni\u00e8res recherches estiment que l\u2019IA g\u00e9n\u00e9rative pourrait ajouter l\u2019\u00e9quivalent de 2\u00a0600 milliards \u00e0 4\u00a0400 milliards de dollars par an dans les 63 cas d\u2019utilisation que nous avons analys\u00e9s \u00bb, note le rapport. Et ces augmentations seront probablement g\u00e9n\u00e9ralis\u00e9es : \u00ab Environ 75 % de la valeur que les cas d\u2019utilisation de l\u2019IA g\u00e9n\u00e9rative pourraient apporter se r\u00e9partissent dans quatre domaines : les op\u00e9rations client, le marketing et les ventes, l\u2019ing\u00e9nierie logicielle et la R&D. \u00bb<\/p>\n

La productivit\u00e9 n’est pas le seul avantage que les organisations de soins de sant\u00e9 sont susceptibles de tirer d’une adoption accrue de l’automatisation, d\u00e9clare Matthew Wettstein, responsable de solutions pour le cloud et l’exp\u00e9rience num\u00e9rique chez CDW.<\/p>\n

L’accessibilit\u00e9 de l’automatisation peut permettre aux cliniciens d’en tirer parti dans leurs propres r\u00f4les pour accro\u00eetre l’efficacit\u00e9 et la productivit\u00e9, le cas \u00e9ch\u00e9ant. Selon Wettstein, un clinicien pourrait dire\u00a0: \u00ab\u00a0Maintenant, je dispose des outils qui me permettent d\u2019automatiser cela moi-m\u00eame et de le partager avec tout le monde.\u00a0\u00bb<\/p>\n

Une productivit\u00e9 accrue peut alors conduire \u00e0 l’adoption d’outils automatis\u00e9s \u00e0 des fins suppl\u00e9mentaires, explique Wettstein : \u00ab Ces outils existent et ils ne font que s’am\u00e9liorer. Comme nous le constatons avec l’arriv\u00e9e de programmes comme Copilot et OpenAI, ces choses vont pouvoir devenir encore plus automatis\u00e9es \u00bb et permettre aux cliniciens de piloter l’am\u00e9lioration de leurs propres exp\u00e9riences num\u00e9riques.<\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

Parfois, les priorit\u00e9s des organismes de sant\u00e9, des cliniciens et des patients peuvent sembler contradictoires. 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