Regional One Health

Through this article, Gary Lester, Director of Patient Experience at Regional One Health, explores the evolving landscape of patient care and the transformative role of AI, data analytics, and cost-management strategies in healthcare. He discusses how AI enhances patient experience through digital scheduling and real-time feedback, the challenges posed by rising healthcare costs and workforce shortages, and the importance of leveraging data-driven insights with tools like DOMO. He concludes by highlighting the power of patient engagement and innovative solutions in shaping the future of healthcare.

From Food and Nutrition to Patient Experience: A Seamless Transition in Enhancing Care

My healthcare journey began as a hospital supervisor in the Food and Nutrition department. I later became Sr. Director of Food and Nutrition at a children’s hospital in Memphis, TN, where I had many opportunities to engage patients to inquire of their food services experience. These encounters allowed me to glean valuable patient comments on their perception of care, work on improvement action plans, celebrate wins with the team, and work collaboratively with other stakeholders to address patient concerns. I have expanded on these responsibilities in my current role, but now I am inquiring about the patient’s entire experience.

After many years in the FNS department, I was allowed to move into Patient Experience. Many of the skills learned in the FNS department translated very well into the PX space. Engaging patients for real-time feedback, helping bridge the gap between friction points and the solution and bringing a smile to the patient’s face are all things I did as a food service director and currently do in my role today.

The Future of AI in Healthcare: Enhancing Patient Experience and Expanding Access

I foresee Artificial Intelligence (AI) revolutionizing healthcare by enhancing predictive analytics, personalizing treatment plans, and operational efficiencies. AI will impact the industry, specifically patient experience, with the ability to assist in patient scheduling and digital front doors, to name just a couple of ways we’ll see its impact. The ability to conveniently schedule your appointments at the click of a button and the opportunity to have SMS digital touchpoints throughout the hospital stay to gather real-time feedback will help drive patient satisfaction.

In addition, AI will be instrumental in expanding healthcare access to rural and underserved populations through remote monitoring with wearable technology and telemedicine.

The Rising Cost of Healthcare: Challenges and Industry Responses

The cost of healthcare will continue to rise, driven by factors such as advanced medical technologies, increased demand for services, and an aging population.

An aging population increases the demand for healthcare services, and there’s a growing need for comprehensive care overall. To address this, healthcare providers focus on cost management strategies, such as value-based care models, emphasizing patient outcomes over service volume.

The industry will continue to experience a shortage of healthcare professionals, including doctors, nurses, and support staff. Shortages can lead to burnout and a reduction in the quality of care.

Leveraging Data for Smarter Decisions: How Domo Empowers Business Leaders

We currently utilize DOMO software to provide our leaders with data to drive their business. This tool allows us to visualize the stories our data tells us. We see updated metrics as they occur and compare them to past data to identify trends and make informed business decisions. With DOMO, we can see a dashboard reflecting the exact areas we are thriving in and any areas with improvement opportunities. Most importantly, it’s an easy way to concisely communicate pertinent data to the organization.