Good digital experiences demand good data
As consumers of digital services in our daily lives, our expectations of personalized self-service experience have been set by the likes of Amazon, Netflix and others. We are very comfortable with transacting digitally for shopping, banking, and so many other activities. Interacting with businesses through apps or the web has become the norm.
The businesses who must provide this capability to their customers, typically have to go through a “digital transformation”. They must virtualize delivery of services and the key business processes that enable them. This is done through integrating their information systems and ensuring the right data is available at the right time.
In addition to having data available at the right time, it must be accurate, high quality and complete. High quality data is free from errors, not duplicated, contains all necessary fields and is up to date. Healthcare data is contained in several disparate systems, each used and maintained by separate teams. This leads to a challenge in matching data across systems with a unique identity. Names and addresses need particular attention to ensure that they are spelled and formatted correctly and are unique (consider combinations of initials, middle names and abbreviations).
A data quality program is essential to keep data accurate, by cleansing it of errors and merging from several sources. Errors in data can be prevented by employing a data governance program that prevents errors at data sources. An app user looking for a doctor should be able to see all the correct specialty, office location, hours and network information.
Digital transactions also need access to APIs and real-time data. Information such as eligibility, appointment schedules, payment status must be timely to be useful.
Incorrect or stale data makes for a poor digital experience, and reduces user confidence in the business. Customer experiences are key to retention. A foundation of trusted data as a basis for applications is the key. Good digital experiences demand good data.
The HealthEdge approach to enabling greater access to real-time data centers on three main principles:
- Accurate Data
- Organized Data
- Accessible Data
Learn more about how we are working to give our customers, our applications, and our partners' unprecedented access to real-time data here.
About the Author
Sanjeev Sawai, Chief Innovation Officer, HealthEdge
Sanjeev Sawai is Chief Innovation Officer at HealthEdge. He is passionate about applying technology to solve challenging business problems in the payer ecosystem. Over the years, Sanjeev has led the development of many innovative products in several markets: financial services, natural language speech applications, defense and embedded systems. He led product development for HealthRules Payor prior to taking on this role at HealthEdge.