The pandemic has changed how people around the world live, work, and engage with each other. In late 2019 when covid-19 struck the world, affecting millions of people all over the planet — the healthcare industry was hit the most. The pressing need for resources, information, cost optimization, and supply chain inefficiencies in the sector calls for a major technology overhaul. Therefore, embracing new-age digital technologies is key for healthcare providers in addressing the immediate concerns and driving long-term goals.
Automation makes a revolutionary process change in most of the industries, that has the same or even more potential for the healthcare sector. Introduction of Business Process automation can streamline the healthcare system for simplicity, increase service quality, and manage pen and paper-based manual tasks, saving time and cost without the slightest glitch.
Challenges in Healthcare
Application Disparity: Modern healthcare is a complex environment where many disparate applications work. The complexities also grow with the business. With mergers and acquisitions, modern technologies are adopted to meet new challenges. In this situation managing all technology becomes quite difficult for the healthcare IT departments and business users.
For example, in most healthcare sectors, patient data transfer is still carried out manually in the form of files and documents from one department to another. As the volumes of data are generally high, compiling them in one single process is a tedious and lengthy process. Not to forget, since they are done manually, there is always scope for multiple human errors and miscalculations. The greater the rate of error, the more the cost will be for rectification.
Lack of efficiency in patient service is another challenge that can be a barrier to your organization’s growth and reputation. In most scenarios, customer care executives are busy with paper works and other files and documents compilation that they lack prompt and timely delivery of services to the customers.
I hope you can relate to the problems I discussed above. So now I am going to share how automation becomes an integral part to solve some of healthcare challenges.
The business automation software works on all programs whether, new applications, legacy programs, cloud-based solutions, or on-prem.
BPA makes human-oriented processes much smoother with greater results like increased speed, productivity, and efficiency. Suppose for a patient, scheduling an appointment with a doctor usually happens online in a matter of minutes, but what happens behind the scenes is a bit more complicated. Healthcare institutions have to collect personal information, diagnosis, insurance details, and confirm the doctor’s availability. If the right information cannot be accessed during the registration process, or if the doctor is not available, it is up to the staff to inform the patient beforehand.
Implementing automation can resolve some of the bottlenecks related to scheduling patient appointments. Bots can automate patient data collection and processing, so patients can be optimally scheduled according to diagnosis, location, doctor availability, and other criteria. By simplifying appointment scheduling, healthcare institutions can focus their efforts on providing exceptional service and other tasks that cannot be automated. Automation tools also enable customer care executives to take the assistance of such tools with automated call and email options.
Inovar proposed Automation Solutions with better ROI
Something similar also happened with one of our US healthcare clients. They were also facing customer support challenges during the pandemic. They were primarily using a pen and paper-based system for information collection and symptom analysis. After the outbreak of the virus, a lot of patients started asking for support in their chatbot regarding diagnosis, vaccination, and other medical support.
With a lot of restrictions, it becomes necessary to give patients the capability to run the assessments on their own from the comfort of their homes. Remote work capability also became especially important, and they needed an infrastructure through which they can achieve that.
To manage the entire scenario, they required VPN, which was not designed for such large-scale use resulting in low bandwidth and frequent outages. Additionally, a lot of the content and manual workflows required the physical presence of the employees on the hospital premises that was quite impossible at that moment.
In this critical situation, the first hurdle to cross was to get them to a cloud-based solution to ride care facilities across all their nation-level operations and provide the best health support to patients. This would make remote work possible for the hospital staff in case they were showing symptoms and had to quarantine at home.
In this situation, Inovar helped a leading US healthcare organization to automate their Covid-19 Helpdesk and Registration process from a pen and paper-based manual system to a cloud-based automated solution.
SharePoint Online became the choice of the platform along with Power Platform as their primary productivity technologies allowed them to create a technology framework with a built-in rapid growth mechanism and assist hospital staff to manage the entire remote work process.
With the implementation of the initial solution, the healthcare organization was also facing challenges to roll out the solution in all other locations of the US that becomes much fair with SharePoint and the power platform.
A simple but practical experience gained a high adoption rate within the healthcare organization. The organization’s IT team also considered it as the best rollout experience with almost a zero-touch provisioning and deployment strategy. Ultimately, with all these solutions 90% of their remote and quarantined caregivers were able to serve the patients over remote calls and Online consultation.
The digitization of call centers was a major bonus as it consisted of Automated Diagnosis for Covid, automatic decision-making capabilities, and other similar tools that ensured self-help services that were non-existent before. This resulted in a reduction of 70% in phone calls.
Businesses transitioning from manual processes to comprehensive workload automation tend to go through several phases on their automation journey. If you are also facing the same difficulties within your organization, then Inovar is the best partner to collaborate with and make your automation journey smoother. Feel free to reach out to us we would love to collaborate!
With every progressive step of technological advancements, the priorities of CIOs are also changing. Process transformation and automation have gained much of leaders’ attention in recent times. Automation, the use of machines to perform work, most commonly refers to using the use of computer technologies to perform the tasks humans would otherwise do as part of their jobs. The use of computer-based process automation is widespread, with organizations deploying a broad range of software automation tools to help them reach the automation goals they set as part of their larger digital transformation objectives.
According to the December 2020 Global Intelligent Automation (intelligence AI) Study from Deloitte, *73% of organizations worldwide use automation technologies. That’s a significant increase from the *58% of organizations using such technologies in 2019. Gartner reported that organizations’ interest in a process of transformation is accelerating, demand for robotic process automation (RPA) software witnessing the growth of **19.5% from 2020.
But, RPA is not the only process automation technology that companies are leveraging to drive goals, efficiency, and digital transformation. The diversified business sector embraces certain other automation options such as business process automation (BPA) and digital process automation (DPA). Each of the three technologies offers benefits, and each has distinctions that separate it from the others.
What is robotic process automation (RPA)?
RPA technology mimics the way humans interact with software via a UI to perform high-volume, repetitive tasks. The technology creates software programs, or bots, that can log in to applications, enter data, calculate, and complete tasks, and copy data between applications or workflows as required. But RPA doesn’t inherently have intelligence or decision-making capabilities. Hence, the work best suited to RPA is rules-based. These are discrete tasks done the same way over and over, with no deviations that require human decision-making. According to Gartner, RPA represents a major portion of the automation market. Experts believe that the primary benefits of RPA are increased efficiency, lower costs, and reduced errors. RPA bots can perform tasks faster and with consistent accuracy and reliability. They can work round-the-clock without taking breaks.
Another reason for RPA’s growing popularity in the enterprise is its relative ease of use. RPA works with an organization’s existing infrastructure and applications. Also, because many vendors offer low-code/no-code RPA platforms that require little to no programming experience, business users can harness RPA, creating their own bots with minimal help from their IT departments. As such, business users are driving much of the RPA adoption.
What is digital process automation (DPA)?
DPA is a software technology used to automate a process and optimize the workflow within an automated process. A big focus of DPA is to improve employee and customer experiences by taking friction out of the workflow. The software is used to create efficiencies and enhance UX experience in various areas of the enterprise, from IT service requests to onboarding new employees and client intake.
Organizations use DPA to automate a process from its beginning to its end. Typically, DPA is used for the longer and more complex processes than the tasks that can be effectively handled by RPA. These processes can contain multitudes of decisions that, if using RPA, would create bots that are too long and too difficult to maintain.
As per a ***Forrester schema, DPA is divided into two types: DPA-deep, and DPA-wide, which is closely related to RPA:
- DPA-deep is automation that transforms and improves a business process and, because of the complexity, requires skilled technologists to implement and focus on continuous
- business users and can be managed by the business and delivered using low-code platforms and Agile methods.
What is business process automation (BPA)?
BPA automates workflows within an organization; as one step in the business process is completed, the BPA software then automatically triggers the next step. BPA software is used to automate complex, multistep business processes that are usually unique to an organization and are part of the organization’s core business functions.
Size of the business process automation system (BPA) market worldwide from 2016 to 2021
BPA’s holistic approach stems from the technology’s capability to work across the multiple enterprise applications and systems required to complete a typical business process. Organizations often first analyze and improve a business process with a BPA approach before automating it, which is different from the mimic-as-is tactic typically used in RPA.
Reworked, optimized processes using BPA remove human hands from the workflow; with human workers no longer involved in the automated process, they’re not introducing individual workarounds or unauthorized changes to the workflow. Consequently, enterprises use BPA in their digital transformation efforts for the accuracy, efficiency, and reliability it brings to each automated process.
Experts Opinion on – RPA Vs BPA Vs DPA
Some experts use BPA as an umbrella term for a wide range of process automation technologies but there are varied opinions on that concern as well.
According to Gina Schaefer, intelligent automation lead at Deloitte Consulting LLP said- “DPA, BPA, and RPA — are practically interchangeable.”
She further added – “Digital, business process and robotic process automation are essentially the same. When applied appropriately, these refer to comprehensive end-to-end process automation. Specifically, these terms refer to the use of scripted automation software to mimic human actions in the execution of rules-based ‘swivel chair’ type tasks, typically where an individual accesses and processes data from multiple applications.”
InovarTech is ready to improve your automation experience. With our smart forms and streamlined workflows, you will be ready to tackle process technologies and know-how to adapt them to your institution. Reach out to us today to get started. You can take comfort in the fact that we know process automation and how to implement them effectively. Let us deliver high-volume processes to your doorstep.