Digital Self-Service in Healthcare

Digital self-service tools are rapidly transforming the healthcare industry, enabling patients to manage their health and wellbeing in more convenient and accessible ways. One of the key drivers of this trend has been the rise of healthcare apps, which offer a range of features and services to help patients take control of their health. In the UK, one such app is the WPA health insurance app created by our friends at Elixel, which provides customers with access to a range of healthcare services and information at their fingertips.

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The WPA health insurance app is designed to help customers manage their health insurance policies, making it easier to access medical treatment and support. The app provides a range of features, including the ability to make claims, check policy details, and find healthcare providers in the local area. The app also provides customers with access to telemedicine services, enabling them to consult with healthcare professionals.

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customers interact with the service they know that it is simple and frictionless so remain loyal

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One of the key commercial drivers for this for WPA is the ease with which the app allows customers to self serve. This has a huge downstream benefit, as customers interact with the service they know that it is simple and frictionless so remain loyal. Also and equally importantly, when brokers are introducing WPA to businesses or clients, this means that the improvements in service that WPA can provide give them the confidence to offer this as the preferred provider. So commercially this is very powerful indeed.

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Another key digital self service tool is the use of voicebots to provide customers with appointment reminders and rescheduling options. Voicebots are AI-powered tools that use natural language processing to understand and respond to customers' queries and requests. In the case of healthcare, voicebots can be used to remind customers about upcoming appointments and provide options for rescheduling if necessary. This feature is particularly useful for busy customers who may forget about appointments or need to change them at short notice.

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Voicebots are also being used in some healthcare settings to provide patients with information about common health conditions, as well as guidance on how to manage symptoms and when to seek medical attention. These tools are available 24/7, enabling patients to access medical advice and support at any time of the day or night. Voicebots are also designed to be user-friendly, making them accessible to patients with limited digital literacy or access to technology.

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it is likely that we will see even more innovative digital self-service tools emerge

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In addition to the many benefits of digital self-service tools in healthcare, there are also financial advantages. Voicebots can help to reduce the number of missed appointments by providing timely reminders and allowing patients to reschedule easily.

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Taking a recent client example, we are expecting to generate over £4m in revenue from the deployment of a voicebot that reduces non attendance rates to their service.

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This also translates to the NHS as they have a huge budgetary impact of non-attended appointments, Currently the costs of lost GP appointments in the NHS is £391m, so something that can have an impact to that figure in the shape of digitally delivered reminder or a smoother journey to access services has got to be a good idea.

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Overall digital self-service tools in healthcare have the potential to revolutionise the way that patients manage their health and wellbeing, providing them with more convenient, accessible, and proactive ways to access healthcare services and information. As technology continues to evolve, it is likely that we will see even more innovative digital self-service tools emerge, offering patients new ways to engage with their healthcare providers and take control of their health. The example of the WPA health insurance app demonstrates the many benefits of digital self-service tools in enabling customers, with voicebots helping reduce the cost of non-attended appointments, helping to transform the delivery of healthcare services in the UK.

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