The phone lines and inbox folders at Visiba Care were on fire during the spring, when there was suddenly a very tangible problem to solve in healthcare – the risk of spreading the infection of the novel coronavirus. The vast majority of calls came from secondary care, a domain that at the time had many miles to go in their digital transformation journey – and to a much greater extent than primary care.
The healthcare providers that were already up and running with Visiba Care could quickly scale up and include secondary care services to their digital offer. A number of new secondary care receptions from several different areas are now undertaking their digital operations in the Visiba Care platform: children and adolescents psychiatry, diabetes, cardiology and pneumology receptions, and specialist maternity clinics, to name a few. Our platform counts an additional 20,000 new users in 2020 and the vast majority comes from specialist care.
A small lead has a huge impact
If there is one thing we learned this year, it is that little planning can be truly beneficial when the crisis hits reality. We have also learned that, when necessary, it is possible to take quick decisions. It was truly impressive to see how people and organisations work together with a strong incentive!
In cooperation with the customers who were already active in the platform, Visiba was able to deploy new digital receptions for secondary care at a swift pace, where in a matter of days from taking the decision, specialists were meeting patients online. We have identified some success factors in those who have managed to scale up quickly and in a solid way. These healthcare providers have:
- Planned for digital transformation in the past.
- Started with a few small and simple digital flows.
- Were brave to launch the service right away and early on.
Changing amidst the crisis
Regarding healthcare providers who had to start from scratch, it was, of course, a challenge to go through a procurement process and take the first and toughest steps in change management while they were in the middle of the ongoing pandemic. We were lucky to get to know our new customers really well during the year, as we spent a lot of time together, albeit at a distance. We saw committed professionals with a great sense of responsibility who have succeeded in introducing new ways of working in an organisation that is already under pressure. We have been supporting them with our experience from previous implementations and change management with advice, training, and best practice.
Most specialists start with video consultations
We know from experience that successful digital transformation is often about being brave in getting started and testing away. During this period, we did not even have to bring up this point. Specialist care has felt the tangible need of seeing their patients quickly and in a way that is safe for both. In a different case, many clinics would not have been able to continue operating as usual, which would result in their care services being on hold and unprecedented problems accumulating. The vast majority started by booking, inviting to and conducting video consultations. Many have also decided to activate asynchronous messaging channels to make care available to patients during ongoing treatments in this troubled time.
Would you like to read more about how healthcare and secondary care, in particular, used online consultations during the pandemic? We have listed 8 examples of how digital technology can support healthcare during the pandemic.