The efficiency of Australia’s healthcare system might be significantly enhanced by digital technologies. These conclusions come from a study by KPMG and Commbank Health. The Healthy Options report reveals that 83 per cent of Australians are satisfied with the availability of quality healthcare. However, most believe there is scope for improvement.
Digital Solutions save providers time and costs
The vast majority, almost 250,000 or 82 per cent of healthcare providers, recognise the significant opportunities digitisation and automation present – especially in primary healthcare and referred medical services.
Meanwhile, around 71 per cent of consumers agree that fully digital processes would make it easier and faster to book, claim and pay for appointments.
Around 44 per cent of consumers said they would consider changing providers if it offered a quicker and easier claims process.
Automation and Digitisation provide great opportunities
Health Care Providers
CBA Health CEO Albert Naffah said more health providers are turning to digital solutions to improve practice management. However, this is limited to online bookings and moderate take-up of telehealth solutions.
“As the spending on primary healthcare and medical services in 2019-20 was $87.1 billion, even a modest administrative efficiency improvement could result in billion-dollar savings,” Mr Naffah said.
“Simplifying and speeding up payments and claims could significantly reduce cost pressures. This will give patients greater control and visibility over their health data.
CBA recently launched Smart Health – a real-time solution. This provides a digital search, book, pay and claim option for private health insurers whilst facilitating same-day settlements.
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KPMG Financial Services Partner Hessel Verbeek said digital solutions could help healthcare providers slash the amount of time and labour wasted on mundane administrative processes.
Around 60 per cent of consumers who sought around 300 million general practitioner, allied health and dental services were required to provide health details at both check-in and check-out at their health provider.
“The case for digitally optimising parts of the healthcare system is compelling”
KPMG
To address inefficiencies and improve the healthcare experience, the Healthy Options report advocates several digital solutions. The digital solutions include:
- The digitisation and automation of bookings and administration to reduce manual processing of claims and payments, eliminate manual booking processes and maximise the use of existing digital platforms.
- Orchestrate an integrated consumer journey to overcome the fragmented nature of the current system and fill knowledge gaps. Proactively using data and analytics, with appropriate consent, can improve health outcomes and encourage greater and more timely use of healthcare providers’ services.
- Using contemporary technology to avoid legacy limitations, including integrating existing booking, claiming and payments processes into a single system. This can enable more seamless consumer experiences while reducing providers’ booking, administration and record-keeping overheads.
