Change Healthcare, Adobe and Microsoft partner to address patient satisfaction

May 14, 2018
by John R. Fischer, Staff Reporter
More than 70 percent of consumers have experienced worse or unchanged satisfaction with providers or health plans over the last two years despite greater investments in engagement strategies and technologies, according to an ORC International study.

Change Healthcare is setting out to fix that by teaming up with Adobe and Microsoft to establish a joint solution utilizing engagement orchestration and healthcare IT to help providers implement more effective approaches for satisfying patients.

"This unique collaboration is all about helping our customers put the consumer first," Neil de Crescenzo, president and CEO of Change Healthcare, said in a statement. "Bolting transactional features onto portals can't provide the frictionless, end-to-end experience consumers want. That ideal can be met only when providers can infuse and orchestrate intelligence into touchpoints across healthcare's administrative, clinical, and financial continuum. This alliance aims to merge the finest consumer capabilities with unrivaled healthcare data, AI-enhanced workflows, and operational expertise."

One-fifth of consumers report improvement in their experiences while another fifth say their satisfaction has waned.

Combined with those who say quality has remained the same, about 72 percent of respondents specify that no improvement has taken place. In addition, just a third of consumers use the most accessed-patient engagement solutions.

Comprising the Change Healthcare Intelligent Healthcare Network, Adobe Experience Cloud and Microsoft Azure, the solution will collect, aggregate and activate consumer data from disparate healthcare IT sources, including EMRs, registration, scheduling, billing, and other significant applications.

Microsoft Azure offers engagement platforms scale, performance and intelligent services while ensuring cloud security, data privacy and regulatory compliance based on Microsoft investments.

These capabilities are further strengthened by Adobe Experience Cloud which enables experiences to be tailored for customers based on collected data, including for experience management and personalization across all screens and devices; and experience delivery through advertising, video, and other channels and analytics.

The Change Healthcare Intelligent Healthcare Network is used to process clinical, administrative, and financial transactions among hundreds of thousands of healthcare industry stakeholders (physicians, hospitals, and other providers, as well as commercial and government payers), including processing over $2 trillion in claims annually.

Together, the integration of these technologies with the Change Healthcare Intelligent Healthcare Network will enable hundreds of thousands of stakeholders across the healthcare continuum to coordinate and personalize multichannel engagement campaigns as part of their revenue cycles and patient relationship management initiatives, from follow-up care coordination to cost transparency.

Providers, according to the study, can expect to develop and manage content and analyze findings in a similar manner to that of retailers looking to enhance buying experiences, but for improving healthcare experiences instead.

"Our patients want the digital tools to simplify and improve their healthcare experience, so it is critical that we bring them the best experience – connecting and simplifying each step in their healthcare journey to improve their lives,” John R. Kaiser, OB/GYN and president of Saltzer Medical Group, said in a statement. “Helping them better understand what they need to know and do, and making it easier, can only lead to great outcomes for our practice.”

Change Healthcare did not respond for comment.