Modernization Is the Key to Improve Patient Engagement

The pressure has been on physicians to bring their patient experience up to a more modern patient experience for some time, says Ash Shehata, KPMG’s national sector leader for healthcare and life sciences, based in Cincinnati, Ohio. COVID-19 simply accelerated that process.

What does modernization mean? “We’re well beyond EHRs, some degree of call center handling and traditional communication methods such as phone, fax, and paper.” Telehealth via video or phone is now a must for any practice that hopes to survive COVID-19. Physicians must be able to offer these services, and, when possible integrate other forms of care such as mental health or social work.