New research by TeleWare, a leading communication technology business, has revealed that healthcare and pharmaceutical businesses are missing out on operational benefits due to inefficiencies in information retrieval.
The healthcare sector is in the midst of a digital transformation. Increasing numbers of employees are operating in a digital capacity using mobile voice, SMS and video consultations through the likes of Skype for Business.
With so much information being processed daily, employees in these industries have a lot to contend with whilst ensuring patient care remains of utmost importance. Recording this information is consequently beginning to play an increasing role in operational and patient care capacities.
The survey of 2,000 UK employees, conducted by 3Gem on behalf of TeleWare, revealed that 94% of respondents in the healthcare and pharmaceutical industries therefore believe an ability to record and recall information quicker and easier would help improve their performance at work. Yet, just 46% of employees in the healthcare and pharmaceutical industries have a process in place to capture, record and consequently retrieve information relating to communications. In turn, employees are struggling to retrieve necessary information.
Nearly two fifths (39%) of the respondents in these industries admitted they have wasted a lot of time during the day attempting to record and recall information. Furthermore, more than a third (34%) admitted they have not dealt effectively with patients.
Individuals believe that if their company’s employees could record and recall information more effectively, this would benefit the business through:
* Improved customer service (43%)
* Improved employee productivity (42%)
* Increased quality of work (41%)
Steve Haworth, CEO of TeleWare, comments: “Technology is frequently used in treatment and care, but there is a constant need to improve how it can be used in supporting services — particularly when it comes to communication. Employees are aware of this, as evident from the research, a quarter of respondents wished their business had communication recording equipment available.”
“By giving employees access to a reliable platform that can store valuable communications interaction, these industries could help improve patient experience and outcomes whilst also reducing cost through greater efficiencies.”
Survey of 2000 employees from all industries, age groups and regions, undertaken by 3Gem Research & Insights, on behalf of TeleWare, between 20th – 27th February 2018.