Digital skills: Why private clinics need effective communication lines to bridge the growing digital divide

Recent studies have revealed that many UK families are unable to engage in today's digital society due to a lack of online skills and access to devices, data, and broadband. While this may seem shocking in the modern era of technology, it also presents a significant opportunity for improvement in healthcare accessibility. If we address this digital divide, we could see a significant enhancement in the quality and reach of healthcare services.

The digital skills divide poses a formidable challenge for the healthcare sector. As more potential patients require access to technology or the online skills necessary for clinical appointment access, the consequences of limited access to clinical healthcare options become increasingly severe. Patients are at a higher risk of experiencing delays in treatment, higher rates of preventable afflictions, and other dangers, compared to those with more accessible healthcare options.

The disparity in access and skills is particularly pronounced for low-income individuals, those in remote or rural areas, and older generations who might lack the necessary telehealth digital skills. However, the key to bridging this gap lies in human-first communication lines. These lines can alleviate the burden of scheduling from the patient and place it in the hands of experts, thereby enhancing healthcare accessibility.

Up-to-date electronic health records need priority

Digital health services, especially private services, strongly depend on maintaining electronic health records (EHRs) to gather and store a comprehensive database of patient information. Often, this requires patients to engage with digital platforms to ensure their records are complete. Incomplete records directly impact the continuity and quality of care and wholly prevent errors in treatment.

Not all errors will have drastic health consequences on patients, depending on the clinical treatment being pursued. But even more minor discomfort in healthcare experience and service can be detrimental for private healthcare clinics seeking to treat patients. For private healthcare, patients expect a premium service that is worth the price on the ticket, and anything less than top quality treatment can mean a loss of business.

The challenges and difficulties in navigating systems to update EHRs can lead to general dissatisfaction and a patient feeling neglected by the healthcare system. Many patients in the UK are turning to private options where available because they already feel the NHS is overworked and underperforming. Neglect from their private provider is only going to continue the cycle of bad treatment experiences.

We must streamline the process to avoid frustration and disengagement with private healthcare options, as patient satisfaction is crucial to our success. Human call centre communication lines allow patients to trust a trained professional to obtain all the required details without the stress of fulfilling EHRs themselves.

Minimise disconnection created by digital division

Many mental health services have moved towards a more online format, but this does not necessarily mean migrating their patients with them. Lack of digital access leads many to struggle with accessing timely support that they might need. This can escalate existing problems and adds general frustration for patients who may already feel disconnected and unsatisfied.

Healthcare providers can focus on developing or incorporating more user-friendly digital platforms, opening opportunities for communication with a real person via telephone to meet specific patient needs. This also contributes to patient care and satisfaction. Rather than being sidelined when dealing with AI, they are being heard and validated by a real person.

A real person is always going to be better than speaking to an automated message system, as a robot cannot understand or relate to what people are feeling and will only wave generic responses, rather than respond with empathy and genuine concern. This provides a convenient, careful option for those who cannot access traditional health services or need that helping hand to get where they need to be.

Premium communications to bridge the patient-provider gap

Instead of adding to the disconnect between patient and responder, communications and customer service teams should bridge the gap and connect people to the best service possible. This can involve offloading provider communications, administration, and patient notification tasks onto a third-party customer service provider, which is extra valuable in the private healthcare sector due to the current high demand for quality services. People-led healthcare communication is at the forefront of providing quality access for those who need it or might need a helping hand regarding that first step towards necessary clinical treatment.

The healthcare system must ensure that its benefits are accessible to all and precise, quality lines of communication are the first step in creating and maintaining a bridge between services and patients. Healthcare professionals can entrust bridging the digital divide to healthcare communications experts, leaving them to do what they do best – providing premium treatment services. If addressed correctly, the divide for digital access will impact all kinds of healthcare treatment access, both public and private.